Returns/Exchanges

NEW 'Swap & Sell' Returns Option

As international shipping carriers remain heavily affected by COVID-19, we are offering a new way to do returns and exchanges that can help you to avoid sending your return back to us in Singapore or Australia. FIND OUT IF SWAP & SELL IS FOR YOU >>

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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 within 14 days and in original condition 
  • Any goods not received due to late collection or unpaid customs taxes will only be resent upon the repayment of postage


Q: I'm not 100% happy and want a refund
Return to us and we'll refund you (non-sale items only). 
Postage costs to return to us in Singapore or Australia is at your expense. 
Any shipping cost you paid for your original order is not refundable.

Q: I bought a sale item, can I return/exchange it?
Strictly no refunds/exchanges on sale items, sorry!

Q: I need a different size 
Return to us and we'll send your exchange free of charge. 
Postage costs to return to us in Singapore or Australia is at your expense.

Q: I need a different size but you're out of my size!
Return to us and we'll exchange you to a different style of your choice, refund you or give you store credit. Postage costs to return to us in Singapore or Australia is at your expense.

Q: Faulty goods? 
For damaged or faulty goods that render the shoes unwearable, we will refund, exchange or fix at no cost to you.
For minor defects, we will fix at no cost to you, or compensate you for the inconvenience where appropriate. 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.

    Q: How do I do a return/exchange? 
    Submit a request for a return using our Returns Request Form. We will do our best to accommodate your request and tell you the next steps to take