IT'S NOT YOU, IT'S ME...
Ok we totally get it. Sometimes that shoe you loved online just isn't perfect in person or maybe doesn't fit right no matter how hard you try.
We offer pre-paid return labels on all domestic orders (except on items marked "final sale" or purchased at 40% off or more) so long as they're shipped back to us within 14 days of you receiving your order. We offer exchanges and store credits on orders shipped back to us within 21 days of receipt. All we ask is that the shoes are shipped back to us unworn and carefully repackaged with all of the original packaging, tags, and dust-bags. While we cover the cost of return shipping, we do not offer refunds for any shipping costs associated with your original order.
In the interest of quality, we can only accept returns on items that are clean, unworn and arrive to us in sellable condition. We also consider our packaging to be an important part of the ~Charlotte Stone experience~ so we can only take returns that include the shoebox in its original condition along with all the other stuff that came inside the box. If an item comes back with signs of wear, with damage due to improper packaging on their return journey, or in an unsellable condition, we will ship the product back to you at your expense. If packaging is damaged or missing or if any cleaning is required, we will apply a chargeback to your refund.
WHAT ABOUT INTERNATIONAL ORDERS?
We do not offer pre-paid return labels for international orders, but we happily accept items for return or exchange as long as they're shipped back within the designated return window. The same return timeframes and item conditions apply for international returns and exchanges. Please share return tracking info with our team to avoid any delays on your refund or exchange. We do not refund shipping costs or any additional duties or taxes collected through customs for returns or exchanges.
WHAT IF I JUST WANT TO EXCHANGE FOR A DIFFERENT SIZE OR COLOR?
We’ve got you covered. We offer free exchanges on all orders (except on items marked "final sale" or purchased at 40% off or more), just make sure the pair you are returning is shipped back to us within 21 days of you receiving your order. The new pair will be shipped out to you as soon as we receive the pair you are returning.
CAN I RETURN SHOES I BOUGHT ON SALE?
Totally! As long as the items are not marked "final sale" or purchased at 40% or more off the retail price, we'll accept them for return or store credit.
WHAT IF MY RETURN IS LATE?
Hey we get it, sometimes life gets busy, so if for some reason you're not able to get the shoes back to us before the 14 day window, we'll still take them back and issue you a store credit instead. Just make sure your return is postmarked within 21 days of receiving your order. If your order is returned to us outside the 21 days, we won’t be able to accept it and will send the shoes back to you at your own expense.
HOW SOON CAN I EXPECT A REFUND OR STORE CREDIT?
We need a little bit of time to inspect and repack all returns to make sure they meet our quality standards. That being said, returns will be processed within 10-12 business days of receipt. If, for whatever reason, you still haven't been refunded within that timeframe, shoot us an email and we'll look into it for you.
NEED A RETURN LABEL?
We got you! Click here to start your return and download a label.