FAQ

RETURNS/EXCHANGE

General
  • Please try on a clean carpeted surface in case exchange is required
  • Heels returned without the protective film are ineligible for refund/exchange
  • Any shoes returned with marks on the soles will incur a 30 USD damage fee
  • Returns must be shipped within 14 days of receiving the parcel and in original condition with original dustbag and shoebox
  • Any goods not received due to late collection or unpaid customs taxes will only be resent upon the repayment of postage

Reasons you can return an item

  • You are not 100% satisfied and would like a refund
  • You need a size or style exchange

Reasons you cannot return an item

  • You purchased it on sale
  • You purchased a Swap & Sell item

Returning an item

  1. Fill out our Returns Request Form
  2. We will contact you within 1-3 business days with the instructions for returning your parcel to us in Singapore or Australia. You will be responsible for paying the postage to return your item to us, we will not cover or refund any return postage
  3. If you need an exchange, we will only reserve your exchange pair when you provide us with a tracking number for your return item

Faulty goods
For goods with minor defects, we will compensate you for the repair of the defect. If you have a damaged, faulty or minor defective pair, please email us at hello@charliestoneshoes.com with photos and a description of the issue.

DELIVERY

  • We do not cover customs duties or taxes charged by your customs office 
  • We cannot estimate if customs duties or taxes will be applied
  • Tip: the e-packet option is more likely to pass through without charges
  • Most items (except for Swap & Sell) are shipped from our main warehouse in China

Shipping Options

  • e-packet: free, currently takes 4-8 weeks to arrive 
    • Lower customs taxes
    • Can be delivered to PO Boxes and Parcel Lockers
    • Delivered by local destination courier (e.g. Auspost in Australia)
    • Generally does not require signature
  • EMS (for Australia/New Zealand only): free for orders over $200, currently takes 2-5 weeks to arrive
    • Can be delivered to PO Boxes and Parcel Lockers
    • Delivered by local destination courier
    • Generally does not require signature
  • Fedex: free for orders over $200, currently takes 2-4 weeks to arrive 
    • Higher customs taxes
    • Can only be delivered to residence or business addresses
    • Requires signature

Tracking

  • Please remember your parcel will not show progress information until it reaches the next scanning point. For example, once it has been shipped by e-packet, you may not see another progress update until it reaches customs clearance weeks later.
  • We monitor all shipments every day. If there is anything critical that requires your attention, we will contact you by email and if we can, by Whatsapp.

OTHER QUESTIONS

  • Where do you make your shoes? We manufacture with a very small factory in China which we have partnered with since the very beginning. You can reach more about our manufacturing practices at our About Us page.
  • Are these dance shoes? No, please note we do not make dance shoes. We understand that many women use our shoes for swing dancing, however we do not design our shoes specifically for dance and therefore do not make recommendations to use them for that purpose. 


PAYMENT
We currently accept payment via credit card or Paypal

PRIVACY POLICY
We may collect information from you via this website or social media pages. Your information will only be used by Charlie Stone Pte Ltd for processing purchases, shipment, returns/exchanges and customer service. If you subscribe to keep updated on news from Charlie Stone Shoes, you are consenting to receiving emails from us regarding new arrivals, stock updates, competitions and promotions. Where we need to use your personal information on our website or social media pages for competitions, we will contact you first for your permission to do so. By providing your information, you are consenting to the collection of your information by Charlie Stone Pte Ltd and understand that it will be used in accordance with this Privacy Policy.


TERMS & CONDITIONS
Charlie Stone Pte Ltd reserves the right to withdraw or restrict access to this website, or take down the website at any time without notice. Purchases from Charlie Stone Shoes must be for personal use only, and can be purchased using a valid credit card. Charlie Stone Pte  Ltd reserves the right to refuse to fulfil or delay shipment of any order if we believe it does not comply with these terms & conditions, including orders with incorrect or incomplete information or large bulk orders that we suspect may be for distribution. The materials, content and images displayed on this website are property of Charlie Stone Shoes and are protected by copyright and other intellectual property laws. You agree not to reproduce, distribute, sell or circulate any such material to any third party without the prior consent of Charlie Stone Shoes. Any promotions or competitions advertised on the website are correct at the time of publishing, and are valid for the period of time stated in the relevant promotion or competition terms & conditions. We reserve the right to change or take them down at any time without notice.