Returns & Refunds
Order Adjustment
Once your order is placed, it is sent to fulfillment where your order is currently being shipped and packed for shipping within 0-1 days. If your order requires changes, substitutions, or alterations, please reach out to our customer success team through the live chat on our home page. We will reach out to you via live chat or phone within 0-1 hour business day.
Order Fulfillment
Please allow us 0-1 business day to process and ship in-stock items. Please note that the fulfillment time could vary especially for pre-orders, or during sales and holiday seasons. If your item is out of stock, we will contact you via email and/or phone. The estimated delivery date will be provided by the shipping carriers in the tracking details once the package is picked up and it may vary by shipping destination.
Shipping
Delivery Signature Confirmation. Charlene K ships to all 48 Continental States of the United States and is currently in the works of shipping internationally. P.O. Boxes cannot be used as shipping addresses. Orders over $100 will require a signature for delivery to ensure that your product arrives to your home safe and sound. If you are unable to be at home to sign the package, please contact your shipping carrier to pick up the item at their shipping center.
Change in Shipping Address. Ordered items will be shipped to the address provided at the time you place the order. To request a shipping address change, please call us or our live chat as soon as possible. Please note that once your package is shipped, we will not be able to make any adjustment or redirect it.
Stolen Packages. Charlene K is not responsible for any stolen, delayed, or lost packages. Nonetheless, we will assist you with filing claims with the shipping carrier. Please email us at help@charlenek.com so we can open a claim, investigate into the matter, and replace your item.
Damaged or Defective Items. If the items are damaged during shipping, please email help@charlenek.com and include photo attachments of the damage in order to file a shipping claim. Please include photo evidence within twenty-four (24) hours of receiving the item to guarantee you a free exchange or refund in the original form of payment. Unfortunately, shipping is non-refundable.
Once we have confirmed the item's condition, a pre-paid shipping label will be sent for return. Unfortunately, if the request is not received in time, a refund or exchange will not be guaranteed.
Return policy
Return Authorization. To initiate a return, please send us an email to help@charlenek.com for return authorization. All returns are for store credit and must be made within fourteen (14) days of items' arrival date. Items must be returned with no signs of wear or usage and in their original packaging. We reserve the right to reject returns that do not comply with our return policy.
Prepaid Return Label. A prepaid return label can be provided once you are authorized for a return. We will confirm the shipping label cost and deduct it from the total refund amount.
Restocking Fee. Once a return is received and accepted, you will be issued a refund based on the condition it was received. If the item shows no signs of use or no manufacturers defect, a 20% restocking fee will be applied. Please allow 5-7 business days to process the returned items.
