Help

CONTACT US

If you have any questions which aren’t answered on our website, please email us at customercare@carolinecharles.co.uk, or call us on 0207 225 3197. Our office hours are 9:30pm – 5:30pm; there is also an answer phone at all other times.

CREATE A CUSTOMER ACCOUNT ONLINE

You can either create an account before you select items to purchase by clicking on “REGISTER” in the top right hand corner of the website and fill in the required fields, or continue to shop online, when you click “Pay the Bill”; you will be guided through an account set up process. When you visit the Caroline Charles website in the future you will be able to sign in and will not need to re-enter your contact details. If you have forgotten your password, click on my account in the top right hand corner of the website and follow the “Forgotten password?” instructions under the existing customer section. Re-enter your email address and post code and select “Confirm” and your password will be emailed to you immediately.

PRIVACY POLICY

We promise to treat all your personal details with the strictest confidence. All your information will be kept on a secure server and we will comply with the UK Data Protection Legislation Act (1998) in relation to the use of your personal details. When you register on the website, or make a purchase we will ask you to input your personal data such as your name, e-mail address, telephone number. If you tick the consent box during registration we will notify you of new collections, special products and promotional activity which may interest you. We do not pass your details to other organizations.

HOW TO USE THE ONLINE SHOP
  1. Click on the Shop Online Button at the top left corner of the Caroline Charles website home page.
  2. Click on your desired category from the new vertical menu, e.g. Jacket, Skirts etc.
  3. You can either view all the Jackets or select a category, e.g. Smart Jackets or Evening Jackets etc.
  4. A number of items will appear on the right side of the vertical menu.
  5. Click on the product you wish to view.
  6. Once you have clicked on a product, the full product details, price and sizes available will be shown on screen.
  7. If you need help with sizing, click on the “Size Chart” on the bottom left corner of the website.
  8. Select your size from the drop down menu, by clicking on the down arrow.
  9. Click add to bag.
  10. You can view your shopping bag at any point, by clicking on the shopping bag link at the top right hand corner of the website.
  11. You can remove items from your shopping bag, by clicking “remove item”
  12. Click on “Continue to Payment” to start the payment process and follow the instructions to the “Confirm Order” page.
CHOOSING THE CORRECT SIZE

Information that explains how Caroline Charles clothing is sized and helps customers to choose correctly sized clothes.

HOW TO MEASURE
  1. Bust – Measure across the fullest point.
  2. Waist – Measure around natural waistline.
  3. Hip – Measure around fullest part, usually 20cm below the waist.
  4. Inside leg – Measure from inside leg at the crutch to where the trouser hem is to sit on the shoe.
SIZING TABLES WOMAN
Body Measurement 8 10 12 14 16 18 20
Bust cm 86.5 89 94 99 104 109 114
inches 34 35 37 39 41 43 45
Waist cm 63.5 66 71 76 81 86 91
inches 25 26 28 30 32 34 36
Hip cm 91.5 94 99 104 109 114 119
inches 36 39 41 44 43 45 47
KNITWEAR
Body Measurement 1 2 3 4
Bust cm 82-87 88-93 94-99 100-105
inches 32-34 34.5-36.5 37-39 39.5-41.5
CARE INSTRUCTIONS

Caroline Charles is world-renowned for her use of luxurious fabrics. We recommend dry cleaning on most of our garments. Each garment comes with specific care labels. Please phone our customer services on 0207 225 3197 if you require further information.

MAKING A PURCHASE

When you order an item from carolinecharles.co.uk you are offering to buy it for the price, subject to these terms and conditions. You will be guided through the process of placing and order by a series of instructions on the website. You place your order for Items from the website by clicking on the (Confirm Order) button at the end of the on-line order process. Once you have placed your order, we will send you an email acknowledging the exact details of your order, providing you with a payment reference and the value of your order that will be debited from your credit/debit card. This is not an order confirmation or order acceptance from Caroline Charles. The order will be complete once you receive an email notifying you that the order has been dispatched. Our acceptance of your order will be deemed complete and received by you at the time and date of sending of the email, which time and date is specified on the email. If you require any information regarding your order(s) please contact Customer Services on + 44 (0) 207 225 3197 during our office hours of Monday to Friday 9:30am – 5:30pm GMT, or email customercare@carolinecharles.co.uk We may not accept your order if an item is out of stock, if we are unable to obtain authorization for your payment or if we identify a product or pricing error. We reserve the right to reject any offer to purchase by you at any time and at our sole discretion. We will try to keep our website as up to date as reasonably possible but cannot guarantee that any particular item will always be available.

ORDERING BY PHONE

If you wish to place your order by phone, please call customer care on 0207 225 3197 and we will take your credit card details over the phone.

PAYMENT METHODS ACCEPTED BY CAROLINE CHARLES

Payment can be made securely online by Visa, Master Card, Delta, Diners or Maestro credit and debit cards. You may also place your order by phone. The credit or debit card being used must be yours. All credit/debit card holders are subject to validation checks and authorization by the card issuer. If the issuer of your payment card refuses to authorize payment, we will not be liable for any delay or non-delivery of your order. We also reserve the right to cancel your order.

By submitting an order to us through our website you represent and warrant that the payment details provided on your order are valid and correct and that when your order is accepted and processed by us, payment will be made in full. For first time online customers, we request that shipping be to the credit card billing address only or a corporate work address which we are able to verify independently. If the billing details for your order are the same as your delivery address details, by placing an order on the website you confirm that you are the person referred to in the delivery address details.

SECURE ONLINE SHOPPING AT CAROLINE CHARLES

We use SSL encryption technology to store and safely transmit your personal and credit card information through our systems. All orders are processed through a secure checkout system provided by Bank of Scotland. For your safety and protection, we will confirm that the billing address you provide matches the address on file with the credit card company.

RECEIVING AN ORDER ACKOWLEDGMENT

Once you have placed your order, we will send you an email acknowledging the exact details of your order, providing you with a payment reference and the value of your order that will be debited from your credit/debit card. This is not an order confirmation or order acceptance from Caroline Charles. The order will be complete once you receive an email notifying you that the order has been dispatched. Our acceptance of your order will be deemed complete and received by you at the time and date the email is sent, which is the time and date as specified on the email. The deemed time and date of receipt by you shall apply regardless of whether, for reasons outside our control, you have not received that email.

PACKAGING OPTIONS

Printed Gift Boxes:

Your order will be delivered in our beautiful Caroline Charles gift boxes, which are very useful for storage once your item has been delivered. Caroline Charles Carrier Bags: All same day orders will be delivered in our Caroline Charles carrier bags, unless the gift option has been selected.

Caroline Charles Mail Bags:

If you would prefer not to receive our Gift Box packaging, please select our Caroline Charles Mail bags during checkout. Your items will be delivered in tissue paper, ensuring that they are still protected during transit.

SALE orders:

All Sale orders will be delivered in our Caroline Charles Mail bags.

DELIVERY TO THE UNITED KINGDOM AND EUROPE UNITED KINGDOM

CAROLINE CHARLES DELIVERY

Once you have placed an order on the Caroline Charles website you will receive an acknowledgement email to confirm your payment reference number, we will then only send another email at the point of the order being dispatched. This email will contain your DHL tracking reference, if you choose this type of delivery.

DELIVERY OPTIONS:
Destination Service Price Delivered Returns
United Kingdom London Courier London Zone A £12 Same Day UK Free
London Zone B £15 Same Day UK Free
London Zone C £25 Same Day UK Free
United Kingdom DHL Express UK £10.75 1-2 Days UK Free
United Kingdom DHL 12pm UK £18 1-2 Days UK Free
United Kingdom DHL 9am UK £20 1-2 Days UK Free
Europe DHL Express £30 2-4 Days £30

Click here to view a map of our same day courier delivery areas and price bands.

Delivery Promise

We aim to deliver your chosen items to the person and place of your choice, in perfect condition and in the shortest possible time. Please email customercare@carolinecharles.co.uk or call 0207 225 3197 if your delivery has not arrived within the time listed. DHL Express orders placed after 3pm will be processed the following day (excluding Saturday, Sunday and Public holidays). London Courier orders placed after 4pm will be processed on the following day (excluding Saturday, Sunday and Public holidays).

When do we deliver?

DHL Express orders: 9am-5pm, Monday to Friday

DHL Express 12noon orders: Delivery by 12pm, Monday to Friday (subject to availability)

DHL Express 9am orders: Delivery by 9am, Monday to Friday (subject to availability) Most orders will be dispatched within 24 hours subject to credit clearance, address verification and availability of items. We will contact you if there is a delay or items are out of stock. With the exception of sale stock which will be dispatched within 2-4 working days. London Courier orders: 11am–7pm, Monday to Friday When your London Courier order is ready to be dispatched our customer care team will ring you to arrange a 2 hour delivery slot.

Tracking your order

We are unable to redirect orders once items have been dispatched. If you wish to track your order, please email customercare@carolinecharles.co.uk and we will either track your shipment for you or you can track your order using your tracking number on the DHL website – www.dhl.com

Insurance and signature on receipt

We insure each order during the time it is in transit until it is delivered to you. All orders require a signature upon receipt, at which time responsibility for your order passes to you. If you have specified a recipient who is not you for delivery purposes (for example a gift) then you accept that evidence of a signature by them (or at that delivery address) is evidence of delivery and fulfillment by Caroline Charles and transfer of responsibility in the same way.

SAME DAY DELIVERY IN LONDON

London Courier orders placed after 4pm will be processed on the following day. (excluding Saturday, Sunday and Public holidays). London Courier orders: 11am–7pm, Monday to Friday When your London Courier order is ready to be dispatched our customer care team will ring you to arrange a 2 hour delivery slot. Click here to view a map of our same day courier delivery areas and price bands:

DELIVERY OPTIONS:
Destination Service Price Delivered Returns
United Kingdom London Courier London Zone A £12 Same Day UK Free
London Zone B £15 Same Day UK Free
London Zone C £25 Same Day UK Free
PURCHASES ARE INSURED IN TRANSIT

All items are insured against theft and accidental damage during transit until they are signed for at the delivery address.

SIGNING FOR YOUR ORDER

We insure each purchase during the time it is in transit until it is delivered to you. All orders require a signature upon receipt, at which time responsibility for your purchased goods passes to you. If you have specified a recipient who is not you for delivery purposes (for example a gift) then you accept that evidence of a signature by them (or at that delivery address) is evidence of delivery and fulfillment by Caroline Charles and transfer of responsibility in the same way.

TRACKING YOUR ORDER

We are unable to redirect orders once items have been dispatched. If you wish to track your order, please email customercare@carolinecharles.co.uk and we will either track your shipment for you or you can track your order using your tracking number on the DHL website – www.dhl.com

VAT AND CURRENCY

Prices shown on the Site are in GBP and are inclusive of VAT. The value of the goods ordered is inclusive of VAT, and we cannot refund any VAT charges. If you are a customer whose credit card is not denominated in Sterling, the final price will be calculated in accordance with the applicable exchange rate on the day your credit card company processes the transaction.

RETURNS / EXCHANGE POLICY

We hope that you will be delighted with your purchase, but if you are not completely satisfied we will offer you a full refund excluding delivery, or exchange. With exception of items bought during an Online Promotion with a specific returns policy as described in the offer but this does not affect your statutory rights. Please note we can only offer refunds or exchanges on unworn items with all the labels attached. We our unable to offer a refund or exchange on hats and jewellery. Items purchased in the sale for under £200 are non refundable. Exchange can be offered.

Books purchased online can only be returned if the cellophane wrapper has not been opened or removed.

Making a return is easy by following the steps below:

  1. Request a Returns Number (RN) within 48 hours of your delivery on returns@carolinecharles.co.uk or call 0207 225 3197.
  2. Items should be returned in their original packaging to ensure they are protected during transit.
  3. If DHL delivered your items, please enter your returns number on the DHL airway bill, sign and date. Place the airway bill in the clear sleeve provided and stick
  4. Complete your return proforma invoice with your returns number and sign it. Please leave your package open until the driver has checked the contents.
  5. Order a collection from DHL on 0844 248 0844 within the UK, or visit www.dhl.com for global contact details.
  6. We will notify you by email once your return has been received and processed.

We can only offer refunds or exchanges on goods which are shipped back to us within 7 days of receipt. All successfully returned items will be credited to the account used to originally purchase the items, less delivery charges incurred.

Shipping Charges for returning items

Orders returned within the United Kingdom may be returned free of charge. Orders returned from Europe will be charged at the same rate as delivery. If you are exchanging an item, your new item(s) will be shipped once we receive your returned item(s).

GIFT returns

If you are returning an item received from carolinecharles.co.uk as a gift you can exchange it for another item of the same value or more provided you pay the cost difference and the additional delivery which may incur as a result.

EXCHANGE in branch

You may exchange non-faulty items for other items to the same value in any of our stores nationwide within 7 days of receipt. You must present your receipt or printout your order confirmation email. If you have any queries regarding our returns policy, please don’t hesitate to contact us on 0207 225 3197.

SEASONAL SALES

If you have consented we will notify of you of any promotional offers or seasonal sale.