Refund policy
At Charles Francis, we want you to be fully satisfied with every order. If something isn’t right, we’re here to help.
Return Eligibility
We accept returns within 14 days of the delivery date.
To qualify for a return, items must be:
- In new, unused condition
- Unworn, unwashed, and with all original tags attached
- In the original packaging
- Accompanied by proof of purchase (e.g. order confirmation or receipt)
Items returned outside of this window or not meeting these criteria may not be accepted.
How to Request a Return
To begin a return, please contact our team at support@charles-francis.com.
If your return is approved, we’ll provide the return address. Please note that customers are responsible for return shipping costs.
Important: Items sent back without contacting us first will not be accepted.
Return Shipping Costs
Customers pay for return shipping, we do not have any restocking fees.
Damaged or Incorrect Items
If your order arrives damaged, defective, or incorrect, please contact us immediately. We will investigate and offer a suitable resolution, whether that’s a replacement, refund, or exchange.
Exchanges
We do not offer direct exchanges. If you'd like a different item or size, simply:
- 1) Submit a return for the item you no longer want
- 2) Place a new order for the correct item
Cancelling an Order
Orders may be cancelled only if they haven’t yet entered the warehouse for processing.
To cancel, please email us as soon as possible. If your order has already been packed or shipped, you’ll need to wait for it to arrive and then initiate a return.
Please note:
- Shipping costs are non-refundable once an order has left our warehouse
- No restocking fees apply
Refund Timeline
Once we receive and inspect your return, we’ll notify you of its approval.
If approved:
- Your refund will be issued to your original payment method within 7 business days
- Your bank or card provider may take an additional up to 7 business days to post the funds to your account
If it has been more than 10 business days since your refund was approved and you haven’t received it, please contact us.
Countries Where This Policy Applies
Our return and refund policy is currently valid for customers located in the following countries:
Austria, Belgium, Canada, Finland, France, Germany, Greece, Ireland, Italy, Netherlands, Portugal, Slovakia, Spain, and the United States.
Returns from countries outside this list are not supported at this time.
Contact Us
For any questions regarding returns, refunds, or cancellations, reach out using the details below:
Email: support@charles-francis.com
Phone: +44 7520 640 873
Support Hours: Monday – Friday, 9:00 AM – 5:00 PM