Frequently Asked Questions

Q: Do you ship internationally?

A: Yes, we currently offer shipping internationally. But if you are unsure whether we ship to your location, please contact our customer care team for more information.

Locations we are currently unable to ship to are: Burma, North Korea and Military Addresses.

Q: What are your shipping costs?

A: United Kingdom - £6.90

Europe - £17.38

Rest of the World - £15.75

Q: Do you still sell any of the old-style Bloomsburys?

A: Unfortunately we have chosen to discontinue our original Bloomsbury design, so they are no longer available. But, there are definitely some exciting new styles in the pipeline. Watch this space.

Q: I've ordered a bag, is there anyway I can track my order?

A: Once your order has been shipped, you will be sent a confirmation email with tracking information in so you are able to track your order progress. If you haven't yet received your shipping confirmation and would like an update, please contact our customer care team who will be able to help.

Q: Where will my order be shipped from?

A: All of our orders are shipped from the United Kingdom.

Q: Can I cancel an order?

A: If you have ordered a non-personalised bag, then yes we can arrange this for you as long as it hasn't been shipped already. However, if you have purchased a personalised bag, this is something we are unable to do, as it is a bespoke, custom made order just for you!

Q: Do you offer a gift wrapping service?

A: At the moment we do not, but please let us know if this is something you would be interested in - all feedback is welcome.

Q: What currency will I be billed in?

A: All prices seen on the Charlotte Elizabeth website are billed in £GBP

Q: Will I need to pay any customs?

A: If you order your Charlotte Elizabeth bag from outside of the EU, you may be subject to import taxes and customs. We are unable to cover for these fees, and we recommend contacting your local customs office for more information in regards to this before placing an order if you are unsure.

Q: How do I return my bag if it is not suitable?

A: You have 28 days to return your bag after purchase if you aren't happy with your order, and we do require you to contact our customer care team before hand to ensure your return is handled correctly. If you have chosen to return your bag as you have changed your mind, we cannot refund you for any shipping costs and we cannot cover any return fees. We will refund you once we can confirm we have received your order in a new/unused condition. And we cannot take responsibility for any returns lost in transit.

Please note: if you bag is personalised, we are only able to refund you for your order if has arrived faulty/damaged.

Q: My bag has arrived faulty. Can I get a refund or exchange?

A: If you believe your bag has arrived faulty or damaged, please contact the customer care team straight away with a description of the fault, as well as photographs. We are unable to do anything unless we have photographic evidence of any damages, for legal reasons. If we deem your bag is suitable for a refund or exchange, the customer care team will explain the next steps.

Q: How should I care for my bag?

A: Please visit our Caring for your Charlotte Elizabeth page for more information.

Q: How do I change my delivery address?

A: Please let our customer care team know as soon as possible, as they will be able to amend this for you. Note, we are unable to change your address if you have already received a shipping notification.

Q: How can I amend my order?

A: As stated on our website at the time of order, once an order has been placed we are unable to amend anything such as colour. If it is within a week of ordering, we may be able to amend your personalisation request, please contact our customer care team who will be able to let you know if this is possible.

Q: Why have only received part of my order?

A: Sometimes in order to avoid delays in shipping, we will ship your order individually if in stock. If you are concerned that part of your order is missing, contact our customer care team and they will investigate this for you.

Q: What is personalisation?

A: We offer both personalised and non-personalised bags, so if you wish to purchase one which is personalised, we are able to add 3 initials in gold in the bottom right front corner of your Bloomsbury. Please note, you must let us know within a week of ordering what personalisation you would like or we will be unable to honour it. We are able to personalise up to 3 initials, all block capital letters.

If you would like to know more, please visit our Personalisation page or email the customer service team at orders@charlottelizabeth.com.


Q: Do you offer a guarantee on your bags?

A: Yes, if within 12 months of ordering your bag it has become faulty, please contact our customer care team who will be able to assist you in resolving this for you as quickly as possible.

At present we are unfortunately unable to offer repair services, but in many cases will be able to offer a replacement. Please note however that proof of original purchase will be required.

Q: How will my bag be packaged?

A: All Charlotte Elizabeth bags are packaged in a ethically sourced CE dust bag and CE branded cardboard box. We are very proud to say that all of our packaging is fully recyclable, as we continue to strive to make our brand as eco-friendly as possible.

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