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: Do you have a physical store?

A: At present, we sell through our online store only.

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: I've just purchased a product on pre-order. When will it reach me?

A: Your new bag will be dispatched as soon as we receive our order from the factory. 

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: Yes, we can arrange this for you as long as it hasn't been shipped already. Get in touch with us as soon as possible: orders@charlottelizabeth.com.

Q: Do you offer a gift wrapping service?

A: All of our handbag orders come with a bespoke 'Charlotte Elizabeth' dustbag, inside our branded packaging. On occasion, we can include a special little note from the founder for birthday's or special events! hello@charlottelizabeth.com.

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 your Charlotte Elizabeth order is 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 uncertain.

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.

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. 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: Once an order has been placed, we are unable to amend anything such as colour if your order has already been dispatched. 

If you have questions regarding your order, get in touch with us as soon as possible: orders@charlottelizabeth.com.

Q: Why have only received part of my order?

A: Occasionally, to avoid delays in shipping with product already stocked, we will ship your order individually to get your goods to you as soon as possible. If you are concerned that part of your order is missing, contact our customer care team: orders@charlottelizabeth.com.

Q: Do you offer personalisation?

A: We do not offer personalisation services.

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: hello@charlottelizabeth.com.

Q: How will my bag be packaged?

A: All Charlotte Elizabeth handbags are packaged in our ethically sourced 'Charlotte Elizabeth' dust bag, with branded packaging. 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.