Return Policy
All orders are made with great care and attention, carefully packed and shipped. If, unexpectedly, there is something wrong with your purchase or you are not satisfied, it is possible to return your product(s) within 14 days of receiving your package.
We assume that if you have placed and paid for an order, it has always been well and carefully considered. If you are unsure about a size, please ask us to take measurements of the clothing item, this will prevent you from having to return it.
If there is a manufacturing defect in your purchased item that we have overlooked, this can be reported within 24 hours of receipt; after this, we no longer offer a guarantee on manufacturing defects. Please take photos and send them to us at info@charlis.be within 24 hours.
Free shipping and returns
Charlis offers free shipping for orders of €100 or more. If, after a return, your order falls below this threshold, the original shipping costs (€7.95) will be deducted from your refund or store credit. In addition, return shipping costs (€7.95) are always at the customer's expense and will also be deducted.
Example: You order items for €115 and benefit from free shipping. You return an item of €45, leaving your remaining order at €70 — below the €100 threshold. Two costs will then be settled: €7.95 original shipping costs + €7.95 return shipping costs = €15.90 total deducted from your €45 refund. You will therefore receive €29.10 back.
Returns for bundled sales
For orders with bundled sales (where you receive a discount when purchasing multiple items), the following conditions apply:
Returning the entire order: If you return the entire order, you will receive a full refund to your payment account.
Partial return: Are you only returning one or a few items from your order? In that case, the bundled sale condition expires, and the discount received will be applied to the items you keep.
Step-by-step plan for returning your order:
1. Contact us:
Send an email to info@charlis.be stating that you wish to return one or more items from your order. Please include your order number and the reason for return.
2. Receive your return label:
After receiving your return notification, we will email you a Bpost return label. The return shipping costs will be deducted from your store credit or refund.
3. Check if your return meets the conditions:
- The product must be undamaged, meaning unused / unworn / unwashed... no pet hair, odors, lint; if tags are attached (clothing or accessories), they must still be attached in the original manner. In other words... no signs of wear and neatly folded, please.
- For hygienic reasons, bikinis, bodysuits/lingerie, jewelry and hair accessories are not accepted for return.
- The product must be returned neatly in its original packaging, or if possible, in sealed packaging.
- Personalized items, such as handmade articles or personalized items, are not accepted for return.
4. Pack well:
Pack the products neatly (not crumpled) if possible in the original packaging or in secure packaging (shipping bag or box), as well as any item you received that was linked to a promotion. For example, a free item with the purchase of your returned item. If this is not returned, we will deduct the value of this item from your credit amount.
5. Ship with the return label:
Print the return label you received from us and stick it on your package. Take the package to a Bpost point or post office. You can track your return shipment with the track & trace number.
Voluntary insured shipping can be opted for; please state this immediately when reporting your return (costs for this are also borne by the customer) because if your package gets lost or damaged during shipping, we cannot provide store credit or a refund.
6. Choose your refund method:
You have two options for your refund:
Option A - Online store credit (recommended): You will receive an online credit balance in your customer account, which you can use to make purchases in our webshop at any time. The credit is valid indefinitely and will be automatically applied at checkout. Please note: you need a free customer account for this. Don't have an account yet? Easily create one on our website.
Option B - Refund to bank account: The amount will be refunded to your bank account within a maximum of 14 working days after approval of the return.
For both options, return shipping costs will be deducted from the refund amount. Any discounts given at the time of purchase will also be deducted.
7. Our check:
Once your return has been successfully received by us and meets all return conditions, you will receive a confirmation email. Depending on your chosen refund method, the store credit will be added to your account or the refund will be processed.
If you have any doubts or questions, please contact us via info@charlis.be or the contact form.
Returning in 4 steps - Brief overview
1. Email us
Send an email to info@charlis.be with your order number and which items you wish to return.
2. Receive return label
We will send you a Bpost return label by email (see explanation point 5 above).
3. Pack and ship
Pack the items neatly, if possible, in the original packaging or purchase a shipping bag or box yourself, then print and firmly and legibly stick the label we sent you onto your package and take the package to a Bpost point.
4. Choose your refund
Once your return has arrived and been approved by us, you can choose between 2 options:
Online store credit (recommended): You will receive an online credit balance in your customer account, which you can use to make new purchases at any time. The credit is valid indefinitely and will be automatically applied at checkout. For this, you will create a free customer account on our website.
Refund to bank account: The amount will be refunded within 14 business days.
For both options, return shipping costs will be deducted.
Return conditions: within 14 days, unused, with tags, in original packaging. Lingerie, jewelry and hair accessories are not accepted for return.