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FAQ

How does Pre-Order work?

We offer pre-order as an opportunity to secure your new handbag before we fully launch; this way, we are also able to reduce excess stock levels by creating a more precise amount of what is needed, which reduces waste and is better for the environment.

If you have purchased a handbag on Pre-Order, you can expect your new handbag to be dispatched within 12-15 weeks. We envision that you'll receive the handbag sooner than this, but allow some room for any unexpected delays. You will receive an Order Confirmation email with details on your order alongside another email when your order is due to be dispatched.

Where has my handbag been made?

Everything on Charlotte Elizabeth is handcrafted by a wonderful team of leather makers in Spain. This family-run factory has over 70 years experience in luxury leather handbag craftsmanship.

Do you offer personalisation?

Currently, we do not offer personalisation services.

Do you offer a guarantee on your products?

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: orders@charlottelizabeth.com.

How should I care for my product?

Although our products have been created using high quality leather, we recommend the following to extend the lifespan of your new purchase for as long as possible.

We advise not overloading your handbag often, as over time, this may cause wear and tear.

If your handbag is expose it to water, dry as soon as possible with a soft cloth. Do not place your handbag against radiators or leave it in direct sunlight for long periods of time.

Please take extra care to not place makeup, skincare or alcohol (including anti-bacterial hand gel) on any Charlotte Elizabeth products, as this may impact them. 

We advise storing your new product, when not in use, within its 100% cotton dust bag for protection.

To clean your goods, use a soft cloth with a small amount of water, and use gentle circular motions over any markings. Leave to dry naturally.

You can also use a natural, high quality leather cream to further protect your goods.

Do you offer a gift wrap service?

All of our handbag orders come with a bespoke 'Charlotte Elizabeth' dustbag, inside our bespoke packaging of branded tissue paper and packaging.

If you would like a personalised note for a special occasion, please let us know prior to ordering at orders@charlottelizabeth.com.

Do you have a physical store?

At present, we sell through our online store only.

Shipping and Returns questions

Where will my order be shipped from?

All of our orders are shipped from the United Kingdom.

Do you ship internationally?

Yes, we do. In fact, the US and parts of the EU are some of our biggest customer bases, so we have perfected our delivery partners for these areas. You can find more details on our shipping here.

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

How long will it take to receive my order?

We aim to dispatch all orders within 3 days of purchase. For the UK, we use a tracked 48 hour delivery. For the EU, you can expect your order within 3-5 days, and for the Rest of the World, 5-7 days. However, please do consider that occasionally there can be delays in customs that are out of both our control and our delivery partner’s control.

I've ordered my handbag, how do I track the delivery?

Once your order has been shipped, you will be sent an Order Confirmation email with tracking information. If you haven't yet received this email and would like an update, please contact our customer care team at: orders@charlottelizabeth.com who will be able to help.

How do I return my handbag?

If you aren't happy with your order, you have 28 days to return after purchase. Please contact our customer care team beforehand to ensure your return is handled correctly via orders@charlottelizabeth.com, with reference of your order number.

If you have chosen to return your bag as you have changed your mind, we unfortunately 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 the same condition that it was sent out in.

Unfortunately, we cannot take responsibility for any returns lost in transit. We strongly advise you to keep a receipt/reference of your return with tracking from the service you use for your return.

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

If your bag has arrived faulty or damaged, please contact the customer care team straight away at orders@charlottelizabeth.com along with your order number, 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 detail the next steps, and we will cover the costs incurred of shipping and returns.

Will I need to pay any customs?

Yes, you may be subject to import taxes and customs. We are unable to cover 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.

Order questions

Can I cancel my order?

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

Can I change my delivery address?

Please inform us as soon as possible if you have a change of address or an error within your address after purchase. Unfortunately we cannot change the delivery address once the Dispatch email has been sent.

How can I amend my order?

If you have ordered incorrect items, please do get in touch with us as soon as possible: orders@charlottelizabeth.com. Unfortunately we cannot change this once the Dispatch email has been sent.

I've only received part of my order, why is this?

If you have ordered multiple items, occasionally, to avoid delays in shipping with products already in stock, 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.

What currency will I be billed in?

All prices seen on the Charlotte Elizabeth website are automatically priced in £GBP, however you can select your local currency by using the drop down menu at the bottom of the website.

Secure transactions

Transactions are handled with bank-grade security. You can find all our payment providers in footer of our website.

Chat to us

Can't find your question above? We're always on hand to help. Simply email us at hello@charlottelizabeth.com.

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