Frequently Asked Questions (FAQ) - Charlotte Kensington

Orders & Processing

When will my order be processed?

We process orders from Monday to Friday. Orders are usually processed within 1 to 3 working days after we receive your order. Please note that we do not dispatch orders on weekends or public holidays.

How long will it take for my order to arrive?

After processing, UK delivery usually takes 5 to 10 business days. Deliveries to remote or outlying areas may take slightly longer.

Returns & Exchanges

What are the return conditions?

You may request a return within 30 days of receiving your item. Items must be unworn, unused, and in resalable condition, with all original tags and packaging included. Returns for giveaway items, custom jewellery, pierced jewellery for hygiene reasons, final sale items, and gift cards may not be accepted unless required by applicable law.

How do I start a return?

Email us first at support@charlotte-kensington.com with your order number and the reason for your return. We will confirm the correct return instructions before you send anything back.

Who pays for return postage?

The customer is responsible for return postage costs for change-of-mind returns. If your item is faulty, damaged, or incorrect, please contact us with photos and your order number so we can review the issue and help resolve it.

Where do returns go?

Returns must be sent only to the return address provided by our support team. Depending on the item and fulfilment route, this may be a return processing address different from our registered business address.

How long does an exchange take?

As soon as we receive your returned item and confirm its condition, we will begin processing the exchange. In most cases, exchanges are completed within a few working days, subject to stock availability.

Damaged / Incorrect Items

What should I do if I receive a damaged or faulty product?

Please email us as soon as possible after receiving your parcel and include clear photos of the issue, your order number, and a brief description of the problem. Send this to support@charlotte-kensington.com.

My order is incomplete. What should I do?

Some orders may be shipped in more than one parcel if items come from different fulfilment locations. If one item has arrived, the remaining items should usually arrive shortly afterwards. If they do not, please contact us.

Refunds

How long does a refund take?

After we receive and inspect your return, refunds are normally processed within up to 10 business days. Depending on your bank or payment provider, it may take additional time for the refund to appear in your account.

Product & Materials

Is the gold real or solid gold?

No. Unless a product description clearly states solid gold or specifies a verified gold purity such as 9ct, 14ct, or 18ct, the word gold refers to the finish, colour, or plating of the jewellery, not solid gold.

Is the silver sterling silver?

Only when the product description states 925 sterling silver, solid silver, or an equivalent verified purity. If it simply says silver or silver colour, this refers to the colour or finish, not the core material.

Can I confirm the exact material before I buy?

Yes. Email us at support@charlotte-kensington.com with the product name or link, and we will confirm the available material information before you place your order.

Still need help?

Email us at support@charlotte-kensington.com. Our team aims to respond within 1 to 3 business days.