Refund policy

Refund & Return Policy - Charles Brooklyn

Please note: we do not offer free returns. Return shipping charges apply and are the customer's responsibility.

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

Conditions for a return

To be eligible for a return, your item must meet the following conditions:

  1. The item is in the same condition in which you received it — unworn, unused, with tags, and in its original packaging.

  2. The order still contains all appropriate parts, components and accessories.

  3. Only normal handling of the product is evident. Breakage or damage due to careless handling is excluded.

  4. Products for which hygiene is important have been thoroughly cleaned before the return process begins.

  5. You can provide the receipt or proof of purchase.

We reserve the right to refuse returned items if we determine that the items have been used, worn, or damaged through no fault of our own.

How to start a return

To start a return, send an email to info@charlesbrooklyn.com containing:

  • Your order number

  • First and last name

  • Your address

  • The reason for the return request

  • A photo of the product in case of damage or breakage

We will respond and provide you with the correct return address, along with instructions on how and where to send your package.

Never send a return to the sender address printed on the parcel. Items sent back to us without first requesting a return, or sent to an address we did not provide, will not be accepted and cannot be refunded.

All returns are shipped to our central warehouse at the customer's expense. You are responsible for the cost of return shipping, and we recommend using a trackable shipping service, as we cannot be held responsible for returns lost in transit.

Once your return request is received, we will process it within 7 business days. If the conditions above are met, your return will be officially acknowledged within that period.

You can always contact us with any return question at info@charlesbrooklyn.com.

Damages and issues

Please inspect your order upon delivery and contact us immediately at info@charlesbrooklyn.com if the item is defective, damaged, or if you received the wrong item, so that we can evaluate the issue and make it right. Please include photos of the product in your email.

If your item arrives defective or incorrect, we cover the cost of the return and will replace the item or issue a full refund, at your choice.

Exceptions / non-returnable items

Certain types of items cannot be returned, including:

  • Custom products (special orders or personalized items)

  • Personal care goods (such as beauty products)

  • Items marked as Final Sale or purchased at a discounted or sale price

  • Gift cards

Please get in touch if you have questions or concerns about your specific item.

Order cancellations

We work with a fully automated fulfillment system, and orders are sent for processing as soon as they are placed. For this reason, we are generally unable to cancel or modify an order once it has been submitted. If you contact us at info@charlesbrooklyn.com immediately after ordering, we will do our best to stop the shipment, but we cannot guarantee it.

If your order has already shipped, please wait until you receive it and then follow the return process described above.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds

We will notify you once we have received and inspected your return, and let you know whether your refund was approved. If approved, you will be automatically refunded to your original payment method within 10 business days of us receiving the returned item.

Please note that original shipping charges are non-refundable, and return shipping costs are deducted from or paid by the customer.

Please remember that it can take additional time for your bank or credit card company to process and post the refund. If more than 15 business days have passed since we approved your return and you have not received it, please contact us at info@charlesbrooklyn.com.

Contact

Questions and concerns can be sent to info@charlesbrooklyn.com.