Refund policy
Returns & Refunds
Last updated: 16 June 2026
We want you to love what you ordered from The Charlotte Rose. If something isn't right, you can return eligible items within 30 days of receiving your order.
Your 30-day return
You may return any eligible item within 30 days of delivery for a refund, provided it is:
- unworn, unwashed and unused;
- in its original condition with all tags attached; and
- in its original packaging, with proof of purchase.
This 30-day window applies to all items, including items bought on sale or with a discount.
Your statutory cancellation right (Consumer Contracts Regulations 2013)
Separately from our 30-day policy, you have the legal right to cancel your order within 14 days of receiving the goods, without giving a reason. You can tell us using the model cancellation form (see the end of this policy) or by emailing us at support@thecharlotterose.com. After cancelling, you have a further 14 days to return the goods.
How to start a return
Email support@thecharlotterose.com with your order number, or use our contact page. We'll confirm the return address and the next steps before you send anything back.
Return address
Returns are sent to our returns warehouse:
Yunling-lingwen (Yunling Warehouse)
2F, Building 7, Baicai Science Park, Niushan Woling Industrial Zone, Huijing Road, Dongcheng Street, Dongguan City, Guangdong Province, 523000, China
Tel: 15992908542
Please email us first so we can confirm the latest return address and instructions before you send anything back. Our Dutch company address is not a return address.
Return shipping costs
You are responsible for the cost of returning the goods to us, unless the item is faulty, incorrect or not as described. In those cases we cover the return. We do not provide a free return label for change-of-mind returns. Please obtain proof of postage, as the item remains your responsibility until it reaches us.
Refunds
Once we receive and inspect your return (or you provide proof of postage), we will issue your refund to the original payment method within 14 days. This includes the standard delivery cost of your original order. Your bank or card provider may need a few extra days to show the funds. We may reduce the refund to reflect any loss in value caused by handling the goods more than necessary to establish their nature and characteristics.
Restocking fee
We do not charge any restocking fee (£0).
Faulty or incorrect items (Consumer Rights Act 2015)
Your goods must be of satisfactory quality, fit for purpose and as described. If an item is faulty, you have the right to reject it within 30 days of receipt for a full refund. After 30 days you are entitled to a repair or replacement. If you receive a faulty, damaged or incorrect item, contact us at support@thecharlotterose.com and we will put it right at no cost to you.
Exceptions
For hygiene reasons, the following cannot be returned once unsealed: underwear, lingerie, hosiery and pierced jewellery. This does not affect your rights in respect of faulty goods.
Contact
The Charlotte Rose (NEXMOTE B.V.)
Kromme Rijn 10, 8032 AC Zwolle, Netherlands (please note: this is not a return or visiting address)
Email: support@thecharlotterose.com
Customer service: Monday to Friday, 9am to 6pm (GMT). Saturday & Sunday closed. We aim to reply within 24 hours.
Contact us: thecharlotterose.com/pages/contact
Model Cancellation Form
(Complete and return this form only if you wish to cancel the contract.)
To: The Charlotte Rose (NEXMOTE B.V.), support@thecharlotterose.com
I/We hereby give notice that I/We cancel my/our contract of sale of the following goods:
- Ordered on / received on:
- Name of consumer(s):
- Address of consumer(s):
- Signature of consumer(s) (only if this form is notified on paper):
- Date: