CONTACT US
Visit our contact us page. Contact Us
Non Returnable Items:
For Health and Hygiene reasons we do not accept returns or refunds on any of the following types of products unless they are in unused condition, unopened and in the original packaging with all tags attached.
Towels
Loveys
Blankets
Pillow Cases
Sheet Sets
Sleep Bags
Crib Sheets
Changing Table Sheet
RETURN POLICY
If you opt for store credit your return label is Free if returned within 14 days of receiving your package.** (see below)
Seasonal items are only refunded in the form of store credit and must be returned within 10 days from receiving your package.
**Due to the nature of the items Blankets and Sheet Sets meeting return requirements may only be returned for store credit and may incur a return label fee of $9.95 to $12.95 due to the weight of the items. Fee will be deducted from your refund.
Refund to payment method return requests will incur a Return Label Fee if return is approved.
1-2 item Flat $5.95
2 or more items Flat $7.95.
Any return of blankets that meet return requirements, will be charge a flat fee of $9.95 to $12.95 if more than 1 blanket is being returned.
Should we receive a return in non-sellable condition or any final sale items, we will contact you to either send the item(s) back at your cost or donate the item. If we do not hear back from you within 2 weeks, the items are forfeited and we will donate them.
All items must be received in same condition as received (unworn). Must have Attached tags & in original plastic bag. Must be free of any perfumes, smoke, pet hair. Items not received in this condition will receive an additional 25% deduction.
ORDERS PURCHASED WITH PROMOTIONAL CODE
An item that you purchased is discounted 35% - 80% with a promotional code is subject to store credit only. This item is a sale item and it cannot be returned for a refund. Store credit only.
DEFECTS
Please inspect your purchase within 7 days for any errors. Should you find a defect just attach a pic and email customer service personnel at info@charliesproject.com - We'll issue a store credit or replacement of the item.
Due to the handmade nature of our product production, every item is different. Patterns might be positioned different from one garment to another. Small threads might be even left behind from the sewing process. These are not defects but how our items are produced by hand.
WHERE IS MY REFUND
Please allow 5-10 business days for your bank to process a refund to your card. The time differs depending on your banks. Please keep in mind the Saturday & Sunday is not considered a business day.
ORDER SHIPPING & PROCESSING
Orders with items that have different arrival dates will not ship out until all of the items are in stock. This includes Pre Order, Pre Sale and In Stock items.
We ship when the order is complete and not partial shipments. If you wish to have your order split there will be an additional shipping fee of $5 per order.
PRE-ORDER POLICY & AGREEMENT
Updated: Merged the preorder policy page with the faq page.
Pre-Orders & Agreement:
By buying a pre order product (special order), you are confirming that you understand and accept the seller's policy below (CPK) regarding pre-orders, pay the full cost upfront, estimated ship dates are not guaranteed & all sales are final. You agree and accept these these terms by purchasing a product, you represent and warrant to us that you are at least 18 years of age. The pre-order policy is clearly stated on every pre order product page above the pre order button.
Cancelation of a Pre-Order is refundable in the form of a gift card and not the original form of payment within 72 hours of an order placed.
Should an exception be made there will be a 25% restocking fee applied. All pre-orders are special orders and ordered when you purchase especially for you.
Please allow up to 21 days after an estimated pre-order ship date for your order to ship.
Late pre orders will only be refunded to original form of payment method after 30 business days from promised date. (example a late december preorder is dec 30th. Therefore the promised date starts at Dec 30th)
On occasion we experience shipping delays and will keep you updated.
Estimated shipping dates for ship times. Please allow additional time for carrier to deliver your package.
CPK Pre Order Policy
- Items marked as Pre-Order Order cannot be cancelled.
- Items marked as Pre-Order are final sale and non-returnable.
- If an item arrives damaged or defective, let us know within 48 hours of delivery.
Color Disclaimer
Actual colors may vary. This is due to computer monitors displaying colors differently and everyone can see these colors differently. We try extremely hard to ensure our photos are as life-like as possible, but please understand the actual color may vary from your monitor.
SHIPPING RATES (AK & HI)
Shipments to AK & HI are excluded from Shipping Promotions. Flat rate shipping and any FREE Shipping do not apply. Actual shipping charges apply.
SALE, OUTLET, CLEARANCE OR PROMOTIONAL ORDERS
All sale prices are subject to change without notice. Items listed as Clearance, Final Sale, Last Call, Sale, Outlet etc. are Final Sale. No returns, exchanges, refunds, or store credits will be offered for these products. No exceptions.
Products located in the outlet/sale collections are limited with a few items remaining. (In the event an item oversells, we'll notify you of the error and issue a refund. Substitutions not available.)
PROMOTIONS/ COUPON CODES/ GIFT CERTIFICATES
Only 1 Promotional (coupon code) per order may be applied. Our system does not have the ability for multiple coupon codes and these orders may not be adjusted manually.
Charge Backs by Credit Cards Filed
Charge backs filed by customers credit card for delivered merchandise will be sent to a collection agency for collection. A charge back is not warranted for received merchandise not returned and tracking of delivered, lost package, buyer error, discount not received, lost shipment or buyer remorse.
Any chargebacks filed of delivered merchandise must be returned.
U.S. & International Shipping.
Shipping times are estimated by each carrier in 2024. Delivery dates are not guaranteed and can be delayed due to unforeseen circumstances.
We are not responsible for lost or delayed International orders or duty fees imposed by each country. Delivery times vary based on country and carrier.
LOST OR STOLEN PACKAGE
If an order does not reach the intended address and is deemed lost, we will contact the carrier and report the package so that an investigation can begin.
We are not responsible for stolen packages once they are delivered by the carrier. We will contact the carrier to verify that the order was indeed shipped to the correct address, but the customer is responsible for contacting the local authorities to report stolen packages. We are not liable for stolen packages and will not issue a replacement or refund of the stolen items.
SHIPPING/INCORRECT ADDRESS
Due to the increase in Incorrect Addresses we have updated our policy on shipments. Charlies Project is not responsible for loss, theft, incorrect or insufficient address entries. You will be responsible for shipping to the correct address. We can not replace items sent to the incorrect address before we receive items back. However you may repurchase the items and receive a credit back on the returned items when received.
We ship in the U.S., Canada & World Wide.
Returns/Refunds/Refused Shipments
Any unauthorized returns or refused shipments will incur a restocking fee of 25% and shipping cost. Refused shipments will also incur return shipping costs. We apologize for the inconvenience. Final sale items are non refundable and non returnable. If we receive a final sale item it will be donated and not refunded.
SHIPPING
Processing/Shipping:
Normal Ship Times 2-4 Business Days before an order ships. (THIS DOES NOT INCLUDE WEEKENDS OR HOLIDAYS). Orders placed during promotional sales can extend our shipping schedule up to 14 business days from date of order.
The shipping option you choose does not include our processing time. This is only the length of time it takes once the carrier receives your package. If you need expedited shipping on an order please contact customer service at info@charliesproject.com.
Time to ship may vary depending on weather, promotions, size of order and any natural disasters or pandemics.
CONTACT
General Inquiries/Order Issues - info@charliesproject.com
Partner Programs Inquiries - anna@charliesproject.com
PAYMENTS
Currently we accept all major credit cards.
PROMOTIONS/ COUPON CODES/ GIFT CERTIFICATES
Only 1 Promotional (coupon code) per order may be applied. Our system does not have the ability for multiple coupon codes and these orders may not be adjusted manually.
You may apply 1 Promotional coupon code and gift card towards an order.
SHIPPING/TRACKING
Please allow 2-3 Business Days for your USPS tracking to update. Please keep in mind the Saturday & Sunday is not considered a business day. First Class mail tends to update less frequently. Unfortunately we do not have access to further information from the USPS.
Otherwise, If your order is a day or 2 behind there is no need to email as we are currently processing it.
Shipping to APO/FPO please allow up to 2 months for delivery as we are not responsible for the time frame of military base mail delivery.
LOST PACKAGE
Please contact your local post office or proper delivery company. We are not responsible for lost or stolen packages with tracking marked "delivered", we apologize. Please call your local post office regarding a package marked "delivered" but not received. We will NOT replace orders marked "delivered". Lost package in route and not delivered? Please email us at info@charliesproject.com
Charlies Project is not responsible for loss, theft, incorrect or insufficient address entries. You will be responsible for shipping to the correct address. We can not replace items sent to the incorrect address before we receive the items back. However you may repurchase the items and receive a credit back on the returned items when received.
DUPLICATE ORDERS
Please email info@charliesproject.com and we will arrange a solution and thank you so much for letting us know! We will reward your honesty :)
ORDER CANCELLATIONS
We reserve the right to refuse or cancel an order for any reason including limitations on quantities available for purchase, inaccuracies, or errors in product or pricing information, or problems identified by the credit card companies, or fraud alerts.
Orders identified as fraudulent, inability to ship to an address provided, items unavailable or any other error with a product will also be canceled. A full refund will be issued to the original form of payment.
The processing of a payment and acknowledgement of an order does not constitute a legally binding contract. We reserve the right to cancel an order up until it has been delivered.
WHOLESALE ORDERS
Wholesale Orders are non returnable and shipped via UPS ground. No refunds for late or errors in an order. No refunds for late arrival of wholesale orders. No changes to pre-order or cancelations. 25% fee on any canceled item in the event of an exception. Please notify us within 5 business days of any errors in your order or if your order is delayed by UPS. email wholesale@charliesproject.com with any questions or issues.
We reserve the right to cancel a wholesale account for any reason, anytime without notice.
FABRIC TIPS
The Magic Eraser removes dyes, ink and other items off solid surfaces, leather and plastics. If your garment leaves any residual dye the magic eraser has been used to remove the dye safely. Rubbing alcohol has also been used to remove dye and pen ink from porous surfaces such as fabrics. Just pour rubbing alcohol on affected area, leave on for 20 min. and wash in washing machine.
PRIVACY POLICY
We do not sell or share your personal information.
ERRORS & OMMISSIONS
We endeavor to display the products and other images on our site as accurately as possible. However, since we cannot control the capabilities and limitations of your monitor, we do not guarantee that your monitor’s display of any color, texture or detail of any actual merchandise will be accurate. Colors are not guaranteed. Due to color variability in computer and screen monitors, we have no liability if colors of the products do not match their display on the Site. We reserve the right to change and discontinue Product at any time without notice to you.
LIMITATIONS OF LIABILITY
Charlies Project is not liable for any damages due to errors or omissions in the content of this site or any delay or inability to use this site experienced by you, or damage to your computer or data or any other damages you may endure in connection with your access to and/or use of this site. In no event shall we be liable to any indirect, punitive, incidental, special or consequential damages arising in any way out of your use of this site or the materials contained herein, even if advised of the possibility of such damages. In no event shall we be liable for damages due to circumstances beyond our reasonable control.
DISCLAIMER
All material, including the text, pictures, descriptions, fabric content, & fabric color on this site is provided “as is" and we shall not be liable for any errors. To the fullest extent permitted by law, we disclaim all representations and warrantees, expressed or implied, with respect to such material, including, but not limited to, the warrantees or merchandise, suitability of said merchandise for a particular purpose, title, non-infringement and freedom from computer virus, and all warranties which may be implied from course of conduct or course of dealing. We do not guarantee that information contained on this site is accurate, complete, or current. In no event shall we be liable for errors contained on the site from manufacturer or factory inaccuracies. ALL PRICES AND PRODUCTS ARE SUBJECT TO CHANGE WITHOUT NOTICE.
FURTHER DISCLAIMERS
https://www.charliesproject.com/pages/wholesale-policy
