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. 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 as long as they're shipped back within our return window. The same return timeframes and item conditions apply for international returns. We recommend sharing return tracking with our team to avoid any delays. Once your return is received and processed, you will be refunded for the amount paid for the product. We do not refund shipping costs or any additional duties or taxes collected through customs.
WHAT IF I JUST WANT TO EXCHANGE FOR A DIFFERENT SIZE OR COLOR?
We do not offer exchanges at this time! The best thing to do is go ahead and return the pair that's not working for you (you have the option of a store credit or a refund!) and repurchase a new pair.
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.