Frequently Asked Questions

Frequently Asked Questions

When can I expect my order?

We do our best to process and ship your order as quickly as possible.

  • Processing time: 1-2 business days

  • Delivery time: on average 2-7 business days

Once your order has been shipped, you will receive an email with a Track & Trace code, allowing you to easily track your package.

My order is delayed. What can I do?

Although most orders are delivered within the stated delivery time, delays can sometimes occur due to busy periods with carriers or other unforeseen circumstances.

If you have not received your order 3 business days after the expected delivery date, please contact us at support@charlotte-halifax.com. We will be happy to assist you.

What are the shipping costs?

We offer free shipping on all orders within the Netherlands and Belgium.

Any shipping costs for other countries will be clearly displayed during checkout.

Which payment methods do you accept?

You can pay securely with:

  • iDEAL

  • Bancontact

  • Visa

  • Mastercard

  • PayPal

  • Apple Pay

  • Google Pay

All payments are processed through a secure payment environment.

Can I change or cancel my order?

We process orders as quickly as possible. Therefore, changes or cancellations can only be made as long as the order has not yet been processed.

Please contact us as soon as possible at support@charlotte-halifax.com. We will do our best to process your request.

I ordered multiple items, but haven't received everything.

To ensure fast delivery, items may be shipped separately from different warehouses.

Therefore, you may receive your order in multiple packages. Missing items are usually delivered within a few business days.

What should I do if I receive a damaged product?

We strive for the highest quality. If your order arrives damaged, please contact us within 48 hours of receipt.

Please include:

  • Your order number

  • A brief description of the problem

  • Clear photos of the damaged product

We will then provide a suitable solution as soon as possible.

I received the wrong product.

That is certainly not what we intended.

Please contact us at support@charlotte-halifax.com and include your order number and a photo of the item received. We will resolve this for you as soon as possible.

Can I return my order?

Yes, you can return your order within 30 days of receipt.

Conditions:

  • The product is unused

  • The product is in its original condition

  • The product is returned in its original packaging if possible

Before returning, please contact our customer service so we can send you the correct return instructions.

When will I receive my refund?

Once we have received and checked your return, your refund will be processed within 5-10 business days.

The amount will be refunded using the same payment method used to pay for the order.

How can I contact you?

Do you have questions or need assistance?

Feel free to contact us via:

Email: support@charlotte-halifax.com

We aim to answer all messages within 24 hours on business days.

✓ Free shipping in the Netherlands & Belgium

✓ 30-day return guarantee

✓ Secure payment with iDEAL, Bancontact, Visa, Mastercard & PayPal

✓ Customer service available within 24 hours