Refund Policy
Return & Refund Policy
Last Updated: June 2026
At Charlotte of Ottawa, we want you to shop with confidence. If you're not completely satisfied with your purchase, we're here to help.
Agreement to This Policy
By placing an order through Charlotte of Ottawa, you acknowledge that you have read, understood, and agreed to this Return & Refund Policy.
By completing your purchase, you confirm that you:
-
Accept the return and refund conditions outlined below
-
Understand the return process and applicable timeframes
-
Agree that order records, shipment details, and communication history may be used to resolve payment disputes if necessary
Return Window
Eligible items may be returned within 30 days of the delivery date.
To qualify for a return, products must:
-
Be unworn, unused, and unwashed
-
Remain in their original condition
-
Include original tags and packaging where applicable
-
Show no signs of damage caused by improper use or handling
Customers are responsible for return shipping costs unless otherwise required by law.
How to Start a Return
To request a return, please contact our support team at:
Please include:
-
Your order number
-
Full name
-
Shipping address
-
Reason for the return
-
Photos of the item if it arrived damaged, defective, or incorrect
Once your request has been reviewed, we will provide detailed return instructions.
Please do not send any items back without prior authorization, as unauthorized returns may not be accepted.
For your protection, we recommend using a tracked shipping service and retaining proof of shipment until the return process has been completed.
Inspection & Processing
Once your return has been received, our team will inspect the item.
Approved returns are generally processed within 7 business days after receipt.
Charlotte of Ottawa reserves the right to refuse returns that:
-
Show signs of wear or use
-
Are missing original packaging or tags
-
Have been altered or damaged after delivery
-
Do not meet the return eligibility requirements
Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or incorrect, please contact us within 7 days of delivery.
Email:
Please provide:
-
Your order number
-
A brief description of the issue
-
Clear photographs of the product and packaging
After review, we may offer:
-
A replacement item
-
A refund
-
Store credit
-
Another suitable resolution depending on the circumstances
In some situations, a return may not be required before a replacement or refund is issued.
Lost Shipments
If your tracking information indicates a delivery issue or your package appears lost in transit, please contact us immediately.
We will work with the shipping carrier to investigate the situation and determine an appropriate solution.
Where applicable, a replacement or refund may be provided after the carrier's investigation has been completed.
Refused Deliveries & Incorrect Addresses
Customers are responsible for providing accurate shipping information at checkout.
If a package is returned due to:
-
An incorrect address provided by the customer
-
Refusal of delivery
-
Failure to collect the package
Any return shipping, handling, or carrier fees incurred may be deducted from the refund amount.
Order Cancellations
Orders may be canceled within 24 hours of purchase.
To request a cancellation, please contact:
As quickly as possible.
Once an order has entered processing or has been shipped, cancellation may no longer be possible. In such cases, the order may be eligible for return after delivery according to this policy.
Chargebacks & Payment Disputes
If there is an issue with your order, we strongly encourage you to contact our support team before initiating a payment dispute.
Most concerns can be resolved quickly through direct communication.
In the event of a chargeback, Charlotte of Ottawa may provide relevant documentation to payment providers, including:
-
Order confirmations
-
Shipping and tracking records
-
Customer communications
-
Supporting evidence related to the order
Additional Information
Please note:
-
Return shipping costs are generally the responsibility of the customer.
-
Original shipping fees are non-refundable.
-
Customs duties, import taxes, and government fees are non-refundable.
-
Processing times may vary depending on shipping carriers and financial institutions.
-
Certain hygiene-sensitive products may not be eligible for return if opened, used, or returned in unsanitary condition.
Contact Information
If you have any questions regarding returns, refunds, exchanges, or cancellations, please contact us:
Charlotte of Ottawa
Email: info@charlotteofottawa.com
Our support team will be happy to assist you.