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 orders shipped within the U.S. (except on items marked "final sale") 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 within the U.S. that are 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 on U.S. orders, 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 provide the return labels but we do not cover the cost of shipping on returns for orders placed outside of the U.S. The same return timeframes and item conditions apply for international returns. The cost of shipping, taxes, and duties will be deducted from the final refund amount. We do not offer exchanges on orders shipping outside of the U.S.

 

I'M A STYLIST. CAN I RETURN PRODUCT I JUST WANT TO BORROW?

We will happily work with stylists for studio/shoot pulls. No need to make a purchase! Just reach out to partners@charlotte-stone.com and they can handle the rest. Please use the subject: Loan [Project Name] so we can process your request with urgency.

 

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 shipping within the U.S. (except on items marked "final sale"), 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. We only allow an order to be exchanged once. We do not offer exchanges on orders shipping outside of the U.S.

 

CAN I RETURN SHOES I BOUGHT ON SALE?

Totally! As long as the items are not marked "final sale", 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.

 

WHAT IF I BOUGHT SHOES THROUGH INSTAGRAM OR FACEBOOK?

When an order is placed through Facebook or Instagram, we are able to refund the purchase if returned. However, sadly when the original order is exchanged, we lose access through Facebook/IG to refund. All orders that are purchased through Meta platforms, and then exchanged in our system, will be refunded as store credit. If you want to make sure you can get a refund to your original payment method, please place an order directly through our website.

 

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!

If you live in the United States, click here to start your return and download a label.

If you do not live in the United States, click here to start your return and download a label.