Refund policy
Last updated: 16 september, 2026
Returns & Refunds
At Charlotte & Charles Manchester, we want you to love what you ordered. If something isn't right, we're here to make it easy.
Your Right to Cancel Under the Consumer Contracts Regulations 2013, you have 14 days from the day you receive your order to change your mind and cancel, for any reason. You must tell us that you are cancelling before the 14 days are up. Email us at info@charlottecharles-manchester.com or use the cancellation form at the bottom of this page. Simply returning the item without telling us is not enough. Once you have told us, you have a further 14 days to send the item back. We will refund you within 14 days of receiving the item back, or of receiving proof that you have sent it, whichever is sooner. Your refund will include the standard delivery cost you originally paid. You may handle the item as you would in a shop. If you handle it beyond what is necessary to check it, we may reduce your refund to reflect any loss in value.
Return Window
In addition to your legal right to cancel, we offer an extended 30 day window from the date your order was delivered to begin a change of mind return. Simply contact us before sending anything back.
Eligibility
To be eligible for a change of mind return under our extended 30 day window, your item must be:
- Unworn and unwashed
- In original condition with all tags attached
- Not showing signs of use, damage, or alteration Items not meeting these criteria will not be accepted under our extended window. This does not affect your legal right to cancel within 14 days, or your rights if an item is faulty.
Faulty or Misdescribed Items Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose, and as described. If your item is faulty or not as described, you have the right to reject it and get a full refund within 30 days of delivery. After 30 days, you can ask us to repair or replace it, and if that is not possible or does not fix the problem, you are entitled to a refund or a price reduction. Email us at info@charlottecharles-manchester.com with your order number and photos of the issue. We cover the cost of return postage for faulty or misdescribed items, and we do not charge restocking fees.
How to Start a Return
Email us at info@charlottecharles-manchester.com with your order number and reason for return. We'll get back to you within 24 hours with instructions on where to send your item.
Return Shipping
For change of mind returns and cancellations, return shipping is the responsibility of the customer. It is recommended to use a tracked service, as we cannot be held responsible for lost items. For faulty or misdescribed items, we cover the cost of return shipping.
Exchanges
We offer exchanges for a different size or style. To request an exchange, email us at info@charlottecharles-manchester.com with your order number and the item you would like to exchange for. Items must be unworn, unwashed, and in original condition with all tags attached. For change of mind exchanges, return shipping is the responsibility of the customer.
Refunds
After receiving your return, we'll issue your refund within 7 business days, and in any event within 14 days as required by law. Refunds will be credited back to your original payment method. Allow some extra time for your bank or payment method to update.
Cancellation Form (Complete and return this form only if you wish to cancel your order)
To: NB Digital, Boekweit 25, 7623 HB, Borne, The Netherlands Email: info@charlottecharles-manchester.com
I hereby give notice that I cancel my contract of sale for the following goods:
Ordered on: ______________________ Received on: ______________________ Order number: ______________________ Name of consumer: ______________________ Address of consumer: ______________________ Signature of consumer (only if this form is notified on paper): ______________________ Date: ______________________
Questions?
We're always happy to assist you. Feel free to contact us at info@charlottecharles-manchester.com and we'll get back to you as soon as possible.
Business Information:
Company Name: NB Digital
Company Address: Boekweit 25, 7623 HB, Borne, The Netherlands
Company Number: 80562868
Contact Information:
Email: info@charlottecharles-manchester.com
Phone: +44 1615 701734
Business Hours:
Monday – Friday: 9:00 AM – 5:00 PM (GMT)
Saturday – Sunday: 9:00 AM – 4:00 PM (GMT)
Response Time: We aim to respond to all emails within 24 hours