Refund policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it: unworn or unused, with tags attached and in its original packaging where applicable. You’ll also need your order details or proof of purchase.

To start a return, please submit a return request through our online returns portal. Items sent back to us without first requesting a return may not be accepted.

For change-of-mind and size/fit returns, customers are responsible for arranging and paying for return postage. We recommend using a tracked postal service, as we cannot be responsible for returned items until they are received by us.

You can contact us with any return questions at hello.charlibanks@gmail.com.

Damaged, defective, incorrect or not-as-described items

Please submit a return request as soon as possible if your item is defective, damaged, not as described, or if you receive the wrong item.

You may be asked to provide photographs and additional details so that we can assess the issue and determine the appropriate resolution.

This does not affect your statutory rights.

Exceptions / non-returnable items

For hygiene reasons, we cannot accept returns of underwear or intimate items where a hygiene seal has been removed or broken, pierced jewellery, or beauty/cosmetic products that have been opened or unsealed.

Personalised or made-to-order items are also non-returnable unless they are faulty or not as described.

Please contact us if you have questions about whether a particular item is eligible for return.

These exclusions do not affect your statutory rights in relation to faulty, damaged, incorrect or misdescribed goods.

Exchanges

We do not offer exchanges.

If you would like a different size, colour or item, please return the original item in accordance with this policy and place a new order.

UK cancellation rights

If you are a UK consumer purchasing online, you have the right to cancel your order within 14 days of receiving your goods, subject to applicable legal exceptions.

You are responsible for arranging and paying for return postage unless the item is faulty, damaged, incorrect or not as described.

Once your return is received and approved, we will refund the amount paid for the returned goods to your original payment method.

Nothing in this policy affects your statutory rights.

Refunds

We will notify you when your returned item has been received and, where applicable, inspected.

Once your refund is approved, it will be issued automatically to your original payment method. Please allow up to 10 business days for your bank or card provider to process and display the refund.

If more than 15 business days have passed since we approved your refund, please contact us at hello.charlibanks@gmail.com.