Refund policy

At Charlotte & Lane, customer satisfaction is important to us. We want you to feel confident when shopping with us, which is why we aim to make our returns and refunds process clear and straightforward.

If your purchase does not meet your expectations, please review the information below to understand how to request a return, exchange or refund.

30-Day Returns

We offer a 30-day return period, beginning on the date your order is delivered.

To qualify for a return, items must be unused, in their original condition and returned with their original packaging, labels, tags and any included accessories.

Our customer service team is available to guide you through the return process.

Restocking Fee: £0. We do not charge any restocking fees.

Return Policy Overview

Return Window: Customers have 30 days from the date of delivery to request a return.

Item Condition: Returned products must be unused, in their original condition and include their original packaging, tags and accessories.

Return Assistance: Our customer support team will provide instructions to help customers complete their returns.

Restocking Fee: £0. No restocking fees apply to eligible returns.

Return Shipping Costs

Damaged, Defective or Incorrect Items

If you receive a product that is damaged, defective or different from the item you ordered, Charlotte & Lane will cover the reasonable return shipping costs.

This includes items damaged during delivery, products with manufacturing defects and orders containing incorrect items.

Please contact our customer service team so we can provide the appropriate return instructions.

Change of Mind or Incorrect Size

If you decide to return an item because you have changed your mind, ordered the wrong size or no longer wish to keep it, you will be responsible for the actual return shipping costs.

Original shipping charges are generally non-refundable, except where a refund is required by applicable consumer law.

How to Return an Item

To request a return, please follow these steps:

1. Contact Customer Service

Email us at info@charlotteandlane.com, including your order number and the reason for your return.

Our support team will review your request and provide the necessary return instructions.

2. Prepare Your Return

Place the item securely in its original packaging where possible. Include all original tags, labels, accessories and accompanying documents.

3. Send Your Return

Follow the instructions provided in your return authorisation email.

Please do not send products to an address without first receiving return instructions from our customer service team.

You may use the shipping provider or return method recommended in our instructions.

Refund Process

Return Inspection

Once your returned item has been received, it will be inspected to confirm that it meets our return requirements.

We will then inform you of the outcome of your return request.

Refund Processing

Once your return has been approved, your refund will be issued to the original payment method used for your purchase.

Refunds generally appear within up to 7 business days, depending on your bank or payment provider.

Any mandatory refund deadlines under applicable consumer law will continue to apply.

Exchanges

If you would prefer a different size, colour or product, please contact our customer service team at info@charlotteandlane.com.

Our team will explain the available exchange options and help you with the process.

Non-Returnable Items

For hygiene and safety reasons, certain products may not be eligible for return where an applicable legal exception permits this.

Any such restrictions will be clearly explained on the relevant product page.

These restrictions do not affect your statutory rights if a product is faulty, damaged or not as described.

Questions?

If you need assistance with a return, exchange or refund, please visit our FAQ page at https://charlotteandlane.com/pages/faqs or contact our customer service team.

We are happy to help with any questions regarding your order.