GUARANTEE

Our goal is to make our customers happy. If you need to return or exchange an item, please contact us. We will gladly issue a refund or exchange on merchandise that meets our returns policy.

ORDERING

We are happy that we can accept Visa, MasterCard, Discover, American Express and Pay Pal. All orders are in US Dollars.

Due to the size of our company, we have limited sizes and colors in each style. If a product does not appear in a specific size and color in the drop-down menu, this means the item has sold out. Please be aware that even if the product is in your shopping bag it is not reserved and will therefore be available to other customers while you are browsing.

Once your order has been placed you will receive a confirmation email to let you know that we received it. After your information has been reviewed and your stock located, packaged, and shipped you will receive a confirmation of shipment with a UPS tracking number. We do our best to process and ship all orders within 24-48 business hours. If there is a delay or any question arises we will contact you via email. Please understand that orders placed on the weekends will not ship until Monday. That means if you order on Thursday your package may not be shipped until Monday.

Sale Items

Unfortunately, we are unable to make refunds or exchanges on Sale Items unless deemed faulty or defective(please see Faulty Goods section below). All Sale Item purchases are Final Sale.

SHIPPING

We ship all items by UPS. Therefore we cannot ship to PO Box or APO addresses.

Shipping prices and options:

Shipping costs for US Contiguous UPS Ground delivery is $15.00 and for 2-Day shipping is $20.00. An additional $25.00 is charged for Alaska, Hawaii, US Virgin Islands and Puerto Rico for Ground and 2-Day delivery. UPS Next Day Air is only offered in the Contiguous US for $40.00.

If you have special delivery instructions, please include a note in the Comments box upon placing your order. We will do our very best to accommodate your needs.

We ship internationally to any country that UPS currently ships.
International Shipping is available at a flat rate of $55.00. Please understand that you will be responsible for all duties, tariffs, customs and taxes charged by your own country. All transactions will be in U.S. dollars. The recipient will be responsible for these charges that are customarily collected at the time of delivery.

Should you place an international order and then refuse delivery, you will be responsible for the original shipping costs, any duties, taxes and/or customs charges that are incurred on the package, and the cost of returning the package to Charles & Victoria along with a 30% restocking fee.

We apologize for the high price of shipping. As fuel prices continue to increase, shipping providers are continually increasing fuel surcharges to all shipments. We hope that cheaper rates will become available. As soon as they do, we will look forward to passing the savings on to you.

RETURN/EXCHANGE POLICY

Charles & Victoria (“C&V”) is committed to the highest level of customer service and satisfaction. However, if for any reason you are unhappy with your purchase and would like to make a return or exchange, please refer to the following policy:

C&V accepts returns and exchanges within 14 days of receipt of the merchandise. We will provide you with a full refund, less shipping and international customs charges (when applicable), provided the item is returned in new and unused condition with all tags still attached and original packaging materials such as garment bags included. Please be aware that we will not accept a return of any item that has had its tags cut off, been worn, washed, altered, or blemished in any way. Items purchased on sale are Final Sale.

In order to initiate the return or exchange process, you must email info@charlesandvictoria.com for a Return Authorization number (RA) within 7 days of your order delivery date. All items belonging to the same Purchase Order must be returned or exchanged together. (For example, if you want to return 2 out of 3 items from the same order, you must return them together under one RA number.) Be sure to note your Purchase Order number and a description of the item(s) you wish to return or exchange in your email. If you would like to exchange an item, please also note the desired size and color so that we can set it aside for you. Once the RA has been emailed back to you, print the email and include it within your return/exchange package. Also, please write this number on the outside of your return package. This will help us expedite the return and credit process. Send your return/exchange package to the address below:

Charles & Victoria 101 Broadway #407, Brooklyn, NY 11211

When returning your purchase, please recycle the packaging and send the merchandise in the same manner in which it was originally packaged. Please choose a shipping method that uses a tracking number or delivery confirmation – C&V is not responsible for returns that are not received.

After C&V’s inspection and acceptance of an item for return, a refund will be credited. We do our best to process this refund within three business days after the receipt of the returned merchandise. The same credit card with which you made the purchase will be credited (less shipping charges). Depending upon the card used, credits may take up to 30 days to appear on your statement. We regret that shipping on returned merchandise is not refundable nor are any taxes and duties incurred on international orders.

After C&V’s inspection and acceptance of an item for exchange, an in-stock replacement item will be shipped to the address in the original purchase and we will send the new order out to you without any additional shipping or handling charges.

C&V expressly reserves the right to deny any returns or exchanges that do not comply with all of the foregoing conditions and to reject any returns or exchanges that do not pass C&V’s inspection. In the event that a return or exchange is not accepted, your package will be sent back to you, and you will be responsible for all related shipping costs. C&V does not accept responsibility for any lost packages, unless there is proof of delivery to C&V, or for any shipping costs whatsoever in connection with your package.

If you have received a damaged item or an item without tags or packaging, and wish to return or exchange it, you must email C&V within 3 days of your order delivery date to inform C&V of such item. Your return or exchange would then follow the RA procedures as stated above. If you do not inform C&V of a damaged item or tagless/packageless item within three days, C&V cannot guarantee a refund or exchange.

LATE RETURNS

Items must be returned within 14 days of your order delivery date. Returns outside these time frames are accepted at the discretion of C&V and may only be refunded as a credit. Please note that RA numbers requested after 7 days will also be granted at our discretion.

FAULTY GOODS

Goods are classified as faulty if they are received damaged, or where a manufacturing fault occurs within six months of purchase. Please note that items that are damaged as a result of wear and tear are not considered to be faulty.

If you would like to exchange a faulty item, please be aware that we can only replace it for the same product in the same size, subject to availability. Where possible, we will offer to repair faulty items.

USER ACCOUNTS

If you have placed an order with us before, you can log into your user account and see a history of your activity as well as current order status. Visit your user page at http://www.charlesandvictoria.com/shop/user