Refund policy
You can always contact us for any return or exchange questions at support@charlottescove.com.
If there is an issue with your order, please be sure to reach out to us right away, so we can find a solution that fits best for you.
We have a 14-day Return policy, which means you have 14 days after receiving your item to contact us. No cash refunds, depending on the situation, you may receive store credit or a replacement.
ALL SALE items are FINAL SALE.
We understand that with certain items like natural shells or stones; each item may be hard to reproduce. We Cannot Recreate your piece exactly as it was before and we appreciate your patience in the event that this situation arises. We will do our best to try to make your experience a positive one.
To be eligible for an exchange, your item must be in the same condition that you received it, unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. You are responsible for return shipping costs. Once we receive your item, we can them move further with solutions.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Cancellations
We begin making your items as soon as you place your order, so cancellations need to be made within 24 hours from when you place your order. We may not always be able to accept your cancellation request. All orders are made in order they are received. We usually have wholesale orders out in a 10-14 day time period. In some cases longer. It depends on order size & time of order. Holidays may have some effect on shipping. We ask for your patience in this case.
Wholesale
All Wholesale Orders are non-refundable. Exchange only for items damaged during shipping. Items will be replaced at our cost. No exceptions. Removing the tags or labels off of our merchandise is not allowed. We reserve the right to discontinue wholesale business with anyone reported doing so.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Any items damaged will be replaced or a claim must be filed with USPS Mail Courier and/or UPS. We are NOT responsible for any packages lost or stolen after items are shipped. All our packages are insured and customer has the right to file a claim if needed to receive a full refund for lost or damaged goods.
Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products (such as special orders or personalized items). like custom made to order items and engraved wave boards. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards. All sales are final on those.
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.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
If for example your item was lost, stolen or damaged, you then may qualify for a refund. This is a very rare scenario, so the solution depends on the variables and events taken place. We will ask for you to provide proof upon proceeding in this situation.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. we do not do cash refunds, you may receive store credit depending on the return situation. If approved, you’ll be emailed and given options according to your specific return item. Please remember it can take some time for your item to be received. we will do our best to respond to you promptly.
If approved, you’ll be automatically refunded on your original payment method within 10 business days of us receiving the item. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return or exchange, please contact us at support@charlottescove.com.