Refund policy
We appreciate you shopping at Charlotte Saga (https://charlottesaga.com/). Prior to finalizing your purchase, please review our Return and Refund Policy to understand the conditions regarding product returns and refunds.
Return Timeframe
You have 30 days from the date your order is delivered to submit a return request.
Return Conditions
To qualify for a return, your merchandise must meet the following criteria:
- Be entirely unworn, unused, and in its original state
- Remain in the original product packaging
- Include a receipt or valid proof of purchase
Initiating a Return
To begin the return process, please get in touch with our customer service team at support@charlottesaga.com or utilize our online contact form. Once your request is authorized, we will send you specific instructions on how to send your items back. Please be aware that returns shipped without prior authorization will be rejected.
Return Shipping Costs
Buyers are responsible for covering their own return shipping fees. However, should you receive a wrong, defective, or damaged product, we will resolve the situation and send a replacement at no extra charge to you.
Incorrect, Defective, or Damaged Items
If your order arrives damaged, flawed, or incorrect, please reach out to us right away at support@charlottesaga.com and include clear photographs of the problem. We will quickly review the issue and arrange for a replacement if warranted.
Exceptions to Defective Items
The following scenarios are not considered quality issues or manufacturing defects and do not qualify for a defective-item return:
- Material Discrepancies: Minor details like loose threads, unhemmed edges, slight textural changes, or color differences caused by screen settings.
- Fit Issues: Please consult our sizing charts before you buy. While our staff is happy to offer advice, an item that does not fit perfectly is not deemed a defect.
- Personal Preference: Simply changing your mind about the color, style, or overall look of a product.
- Design Variations: Minor measurement differences between garments of the identical size due to specific design patterns. Always check the measurements provided on the product page.
- Normal Wear and Tear: Any damage resulting from regular use, laundering, improper maintenance, or unauthorized alterations.
Items Ineligible for Standard Returns
We cannot accept standard returns for the following products:
- Gift cards or certificates
- Personalized or custom-made goods
- Clearance or sale merchandise (these can be returned, but you will be issued store credit rather than a cash refund to your original payment method).
Product Exchanges
If you wish to exchange an item, simply complete a standard return for the original product. Once we approve the return, you can place a brand-new order for the item you want.
Canceling an Order
We can only accept order cancellation requests within 24 hours of your purchase. Beyond this timeframe, our automated fulfillment process begins, and the shipment cannot be stopped. If the 24-hour window has closed, please wait for your package to arrive and then initiate a standard return.
Processing Your Refund
After we receive and evaluate your returned package, we will notify you whether your refund has been approved. For regular-priced items, authorized refunds will be credited back to your original payment method within 9 business days. Refunds for sale or discounted items are provided in the form of store credit. Keep in mind that your bank or credit card company may require additional processing time to post the transaction.
Important: Please do not mail your return to the address displayed on our website. You must contact our customer support team at support@charlottesaga.com to receive the correct shipping address for our dedicated return facility.