Returns for Exchange/Store Credit/Refund
- Please try on a clean carpeted surface in case exchange is required - any shoes returned with marks on the soles or upper will incur a 30 USD damage fee
- Return requests must be submitted 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 $10 USD postage
| I have... |
Return |
Exchange |
Store Credit |
Refund |
| New unworn shoes purchased at full price (includes full priced items purchased with a discount code) |
✅
|
✅ |
✅
|
✅
|
| New unworn shoes purchased on sale |
✅
|
✅
|
✅ |
❌ |
| Handbags |
❌
|
❌ |
❌ |
❌
|
| Swap and Sell items |
❌
|
❌ |
❌ |
❌
|
How to Return an Item
- Start a return using our Returns Portal
- After completing the form, you will receive instructions for returning your parcel to us. We accept returns to Australia and Singapore, and the location selected is based on your location. You will be responsible for paying the postage to return your item to us. If you are getting an exchange item, we will ship that to you free of postage charge.
- Remember to submit your tracking number here so we can ensure your return arrives safely
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.
Recommended Carriers for Returns
| Country |
Carrier |
Name of Service |
| United States |
USPS |
First-Class Package International Service |
| United Kingdom |
Royal Mail |
International Standard |
| Australia |
Auspost |
Registered Mail |
| New Zealand |
NZ Post |
Economy Tracked |
| Singapore |
Singpost |
Tracked Package (Domestic) |
| France |
La Poste |
Colissimo International |
| Italy |
Poste Italiane |
Poste Delivery International Standard |
| Germany |
DHL |
DHL Paket Standard |
