Frequently Asked Questions

When will I receive my order?

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

  • Processing time: 1–2 business days

  • Delivery time: Approximately 2–7 business days

Once your order has been shipped, you will receive an email with a tracking number so you can easily track your package.

My order is delayed. What should I do?

Although most orders are delivered within the estimated delivery time, delays may occasionally occur due to high demand at shipping carriers or other unforeseen circumstances.

If you have not received your order within 3 business days after the estimated 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 securely pay using:

  • iDEAL

  • Bancontact

  • Visa

  • Mastercard

  • PayPal

  • Apple Pay

  • Google Pay

All payments are processed through a secure payment gateway.

Can I change or cancel my order?

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

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

I ordered multiple items but haven't received everything.

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

As a result, your order may arrive 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 to provide the highest quality products. If your order arrives damaged, please contact us within 48 hours of receiving your package.

Please include:

  • Your order number

  • A brief description of the issue

  • Clear photos of the damaged product

We will provide an appropriate solution as quickly as possible.

I received the wrong product.

We're sorry for the inconvenience.

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

Can I return my order?

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

Return conditions:

  • The product must be unused.

  • The product must be in its original condition.

  • The product should be returned in its original packaging whenever possible.

Please contact our customer support team before returning your item so we can provide you with the correct return instructions.

When will I receive my refund?

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

The refund will be issued to the same payment method used for the original purchase.

How can I contact you?

If you have any questions or need assistance, feel free to contact us.

Email: support@charlotte-halifax.com

We aim to respond to all inquiries within 24 business hours.

✓ Free shipping within the Netherlands & Belgium

✓ 30-day return guarantee

✓ Secure payments with iDEAL, Bancontact, Visa, Mastercard, PayPal, Apple Pay & Google Pay

✓ Customer support available within 24 business hours