Return & Refund Policy
RETURN & REFUND POLICY
At Charlotte & Sophie Vancouver, we want you to feel confident when shopping with us. We understand that sometimes an item may not be exactly what you expected. This Return & Refund Policy explains how returns, refunds, damaged items, and cancellations are handled.
30-DAY RETURN PERIOD
You may request a return within 30 days after receiving your order.
To be eligible for a return, the item must be:
• Unworn and unused
• Unwashed
• In its original condition
• Returned with original tags and packaging where applicable
Return requests submitted after 30 days from the delivery date may not be accepted, except where otherwise required by applicable law.
HOW TO REQUEST A RETURN
Before sending an item back, please contact our customer support team at:
support@charlotteandsophie.com
Please include:
• Your full name
• Your order number
• The product(s) you wish to return
• The reason for the return
• Photographs where the product is damaged, defective, or incorrect
Once your return request has been reviewed, our customer support team will provide you with the appropriate return instructions and return address.
Please do not send a return before receiving return instructions from us.
RETURN CONDITIONS
To qualify for a standard return:
• The return request must be made within 30 days of delivery.
• The product must be unworn, unused, and unwashed.
• The product must remain in its original condition.
• Original tags and packaging must remain attached or included where applicable.
• The return must be requested through our customer support team before shipment.
• The customer must follow the return instructions provided.
Returns that do not meet these conditions may be declined, subject to applicable law.
SALE ITEMS
Unless a product is clearly marked as FINAL SALE before purchase, eligible sale items may be returned in accordance with this Return & Refund Policy.
Products specifically marked as FINAL SALE may not qualify for a standard return where permitted by applicable law.
Final Sale restrictions do not affect applicable rights relating to products that arrive damaged, defective, or incorrect.
PRODUCT INFORMATION
We make reasonable efforts to ensure that product descriptions, photographs, colors, materials, sizing information, and other details displayed on our website are accurate.
However, slight variations may occur due to:
• Lighting conditions
• Photography
• Screen settings
• Manufacturing variations
• Material or supplier variations
For clothing, we strongly recommend reviewing the applicable size guide before placing your order.
If you are unsure about sizing, materials, or another product specification, please contact us before ordering at:
support@charlotteandsophie.com
MULTIPLE SIZE ORDERS
Customers may order multiple sizes where needed.
However, all returned products must still meet the eligibility requirements described in this Return & Refund Policy.
We recommend reviewing our size information carefully before purchasing to help reduce unnecessary returns.
SEPARATE SHIPMENTS
Orders containing multiple products may occasionally arrive in separate packages.
This can occur when products are fulfilled from different locations or become available for shipment at different times.
Receiving separate shipments does not affect your eligibility to request an eligible return.
RETURN SHIPPING COSTS
Unless an item arrives damaged, defective, or incorrect, customers are generally responsible for applicable return shipping costs.
The return destination depends on the product and its fulfillment location and may be located outside Canada.
For this reason, please contact us before returning any product.
Our customer support team will provide the correct return instructions and applicable return address.
We strongly recommend using a tracked shipping service for returns.
Charlotte & Sophie Vancouver cannot be responsible for return shipments that are lost before reaching the designated return location.
DAMAGED, DEFECTIVE OR INCORRECT ITEMS
If you receive a product that is damaged, defective, or different from what you ordered, please contact us as soon as reasonably possible at:
support@charlotteandsophie.com
Please provide:
• Your full name
• Your order number
• A description of the issue
• Clear photographs and/or video showing the issue where appropriate
Once we have reviewed the information, we will provide an appropriate solution.
Depending on the circumstances, this may include a replacement or refund.
Where an eligible issue was caused by an error on our side or an eligible product defect, the customer will not be required to bear applicable return shipping costs.
ORDER CANCELLATIONS
If you wish to cancel or modify an order, please contact us as soon as possible after placing it:
support@charlotteandsophie.com
Because orders may enter processing shortly after they are placed, we cannot guarantee that cancellation or modification will still be possible once fulfillment has begun.
If an order can no longer be canceled, you may request an eligible return after receiving it in accordance with this Return & Refund Policy.
REFUNDS
Once an eligible return has been received and inspected, we will notify you regarding the status of your refund.
If approved, the refund will be issued to your original payment method.
Please allow additional time for your bank, credit card company, or payment provider to process and display the refund after it has been issued.
LATE OR MISSING REFUNDS
If we have confirmed that your refund has been issued but you have not yet received it:
• Check your bank or payment account again.
• Contact your credit card company or payment provider.
• Contact your bank, as processing times may vary.
If you have completed these steps and still have not received your refund, please contact:
support@charlotteandsophie.com
EXCHANGES
If you would like a different size or product, please contact our customer support team.
Availability of exchanges may depend on the product and available inventory.
Where a direct exchange is not available, you may be asked to return the eligible original item and place a new order.
CHARGEBACKS & PAYMENT DISPUTES
If you experience a problem with an order, we encourage you to contact our customer support team first so that we have an opportunity to resolve the issue.
If a chargeback or payment dispute is initiated, Charlotte & Sophie Vancouver may provide relevant information to the applicable bank or payment provider, including:
• Order information
• Tracking information
• Proof of delivery where available
• Customer communications
• Applicable store policies
Nothing in this section limits any rights available to customers through their bank, card issuer, payment provider, or applicable law.
CONTACT US
If you have questions regarding a return, refund, cancellation, exchange, or damaged product, please contact:
Charlotte & Sophie Vancouver
Email:
support@charlotteandsophie.com