Service & Help Returns
It can happen to anyone, you order something you don't like and need to return it, we try to be as easy as possible to deal with it when it comes to returns, but here's the basic information you should know:
Cancellation and return:
A situation could naturally arise where you are not convinced by a product, despite the detailed descriptions and photos in our shop. In this case, Charles & Marie would like you to consider passing the product on or donating it to charity. Charles & Marie are permanently searching for wonderful, new products and destinations for your circle of friends. If we are unable to keep our processes streamlined, we need to concern ourselves with tasks that in effect keep us from our real goals. Please help us and all friends of Charles & Marie to reduce processing of returns and the administration costs associated with this!
If you do not agree with this, we will of course meet our statutory obligations. Send us an email at orders_emea@charlesandmarie.com informing us of your return request within two weeks of receipt of the goods. We will then arrange the return with you. It is not necessary for you to provide a justification. According to German law, you alternatively have the option to return the goods by own arrangement to Charles & Marie within two weeks of receipt without prior notification. You will be required to carry the return costs for orders up to the value of 40 euro if the delivered goods are in compliance with the order. In other cases, Charles & Marie will assume the costs for the return. Articles must be returned to us unused, in their original packaging and without any indication of use. You should therefore retain the original packaging until the final decision to purchase has been made. In the event of deterioration of the article due to use, or the return of the article without the original packaging, Charles & Marie KG shall retain the right to compensation in deterioration in value. Reduced goods are excluded from exchange or return.
Deadline for returning goods:
The period shall begin on receipt of the goods. Timely agreement as to collection arrangement or the return of the goods by own arrangement shall suffice for adherence to the deadline. Any possible request for return must be addressed in writing to Charles & Marie KG, Customer Service, Taubenweg 7, 61462 Königstein, Germany or by email to orders_emea@charlesandmarie.com. The purchase contract will be rescinded after the return of the goods, and we will pay any amounts already remitted within 14 days by means of a credit to your account or by transfer, on request. Processing of returns via credit card accounts are excluded for reasons of cost.
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