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 when it comes to returns, but here's the basic information you should know:
Non-Defective Items
Non-defective items may be exchanged within 30 days of the shipping date. After 30 days, all items are no longer eligible for return or exchange. Non-defective item returns are subject to a 10% restocking fee and the shipping cost is not refunded. If the original product packaging is not returned a 25% restocking fee will be incurred. Prior to returning an item, please obtain a Return Merchandise Authorization Form from C&M by emailing us at customerservice@charlesandmarie.com. Please allow 5 - 7 business days from the time they are received for returns and exchanges to be processed. We don't allow returns for international orders.
Damaged or Incorrect Items
Should you receive a product(s) that you did not order, or one that arrives broken, please contact C&M customer service as soon as possible by emailing us at customerservice@charlesandmarie.com If the boxes in which items arrive have extensive visible damage, please refuse delivery and contact our customer service department immediately. Please allow 5 - 7 business days from the time they are received for returns to be processed. All claims must be made within 3 business days upon receipt for all damaged items and make sure to keep the original packaging, as that might be needed for review by the shipper. Should an item break after the indicated time, please contact the manufacturer for a replacement or exchange.
Undeliverable Items
Items that are undeliverable for any reason (wrong or missing address, not available to accept order, mail box too small) will be returned to our warehouse and are subject to a 10% restocking fee. If you want the item to be re-shipped, new shipping charges will be applied. If you don't want it re-shipped, we'll be happy to refund you, but the 10% restocking fee will be applied and we don't refund the shipping cost either.
Order Cancellation
Orders placed online or directly with a customer service agent may be canceled within 24 hours of their purchase if the order has not been shipped. Orders canceled after 24 hours are subject to a 10% restocking fee.
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