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, and dispatch normally takes place on the following working day. 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 (1–3 working days), delivery usually takes 5 to 8 working days, depending on your location within the United Kingdom. Deliveries to remote or outlying areas may take slightly longer.

Returns & Exchanges

What are the return conditions?

You may return your order within 30 days of receiving it, without giving a reason. Items must be unworn, unused, and in resalable condition, with all original tags and packaging included. Returns for giveaway items, custom jewellery or special sale items may not be accepted. Shipping costs are non-refundable.

Who pays for the return postage?

The customer is responsible for the return postage costs. This amount may vary depending on the courier and the area you are returning the parcel from. Please contact us first to receive the correct return address and instructions.

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.

What happens if the product I want in exchange is out of stock?

Please contact our customer support team. We will let you know when the item is back in stock or help you choose a suitable alternative.

What if I want to return my order after the return period has passed?

Please get in touch with us anyway. Depending on the circumstances, we may be able to offer an exchange or store credit.

Damaged / Incorrect Items

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

Please email us within 24 hours of receiving your parcel and include:

• Clear photos of the issue
• Your order number
• A brief description of the problem

Send this to: support@charlotte-kensington.com. Our team will get back to you as soon as possible.

My order is incomplete. What should I do?

Some orders may be shipped in more than one parcel if items come from different warehouses. If one item has arrived, the remaining items should usually arrive within 1–3 working days. 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 working days. Depending on your bank, it may take an additional 2–3 working days for the refund to appear in your account.

Orders & Information

Where can I find my order number?

Your order number is included in the confirmation email we sent immediately after your purchase. If you cannot find it, simply email us and we will look it up for you.

Product & Materials

Is the gold real/solid gold?

No. Unless the product description clearly states “solid gold” or specifies a particular gold purity (for example 9ct, 14ct, 18ct), the word “gold” on our website refers to the finish / colour / plating of the jewellery, rather than the entire piece being made of solid gold.

Is the silver sterling silver?

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

What are the pieces made of then?

Some of our jewellery is made from base metals (such as stainless steel, brass or alloy) and then finished with a gold- or silver-coloured layer to achieve the look shown in the photographs. This is very common in fashion jewellery.

Can I confirm the exact material before I buy?

Yes, of course. If you would like to know the exact base metal or plating of a specific item, please email us at support@charlotte-kensington.com with the product name or link, and we will confirm it for you before you place your order.

Still need help?

Email us at support@charlotte-kensington.com — we are happy to help.