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Return and Exchange Policy

 Address Changes

If you need to change the shipping address, please send us an email with your order number, the current shipping address, and the address that you would like to change it to. We can change the address up until your order leaves our facility!

Note:

  1. The address cannot be changed after shipping, so please make sure that your address is filled in correctly after ordering and before shipping.

Order Cancelling

We can cancel the order for you if you contact us in time after your purchase.

  1. If your payment finished and the parcel is not shipped out (Order processed within 3-5 working days) , pls contact us to cancel or change your package freely.
  2. Orders can't be canceled once the parcel is shipped out or we have already begun to custom the reborn baby doll.
  3. If choosing the PayPal echeck to pay, it needs 5-7 days for PayPal to complete the settlement. During this time, if the customer wants to get a refund, pls contact us and we will assist you to complete the refund together. All rights to interpret are reserved by charlesen.com.
  4. If contact us within 24 hours after your payment finished, 5% of the order total will be charged as transaction fee.
  5. If after 24 hours, 15% of the order total will be charged as transaction and handling fee.

Note:

  1. If requesting for exchange or cancel your order, you shall firstly contact us by service email: service@charlesen.com. We will not provide any exchange or return on returned reborn doll without our permission, and all loss will be afforded by customers.
  2. Please note that it may take an additional 7-10 business days from the date you receive this email for the funds to be available in your account and it may take an additional billing cycle to see the funds on your billing statement.
  3. If choosing the PayPal echeck to pay, it needs 5-7 days for PayPal to complete the settlement. during this time, if the customer wants to the refund, 5% of the order total will be charged as handling fee. All rights to interpret are reserved by charlesen.com

Exchange & Return

If we sent the wrong order or item(s), or you received any broken items, or the quality of the products you received is poor/defective. Please submit a support ticket and attach some clear photos of the items that could present a quality issue, we will offer you a full/partial refund or exchange service.

If you're not totally satisfied with your charlesen purchase, you can return it within 30 days after the receipt of the product( "money back guarantee" ).

Note:

  1. Please note that your item must be unused and in the same condition that you received it. It must also be in the original packaging, together with the proof of purchase.
  2. The money back guarantee does not cover volume/wholesale and customized orders.
  3. Any product returned found not to be defective can be refunded. Goods found to be tampered with by the customer will not be replaced but returned at the customer's own expense.
  4. By default, the refund amount cannot exceed the original order amount paid to Charlesen. Charlesen is not responsible for and has no knowledge about any bank fees or exchange rate charges that may occur. These fees are processed by the issuing bank and will not be refunded by Charlesen.
  5. Please allow up to 72 hours for your refund to process once our warehouse receives the returned product. Your bank statement will reflect a change in 7-10 business days.

Non-Returnable

Please note that the following reasons are NOT covered by our Return/Exchange Policy, and we are not liable for these issues.

☆Products are damaged by misuse, mishandling, or poor maintenance.

☆Personal Reasons due to changed mind, personal taste, etc.

☆Special order and clearance items.

How does the customer claim the refund and return?

You must first contact our customer service following the below steps before sending any item back.

Step1. Please offer the order number of the products from Charlesen official website.

Step2. Describe the problems, or upload some images about the problem, send the issues you claim to service@charlesen.com.

Step3. Our support team will reply to the issue and offer solutions within 24 hours. 

Step4. If you are not completely satisfied with our products and need to return the products, please note the followings:

  • Buyer must provide sufficient proof of purchase
  • The defective item’s serial number and/or visible proof depicting the defect are required
  • It may be necessary to return an item for quality inspection

Step5. Offer your tracking number to service@charlesen.com

Step6. Returns will take approximately 3 working days for the process once the goods have arrived. Refunds will be approved within 2 working days. The precise length depends on the payment provider used (e.g. PayPal, credit card company, etc).  Any product returned found not to be defective can be refunded. Goods found to be tampered with by the customer will not be replaced but returned at the customer's own expense.

Item not received

We will always try our best to meet the demands of all the customers. Whenever a dispute comes up, we are willing to handle it properly with you. Here are the situations that may cause disputes:

Delivery on the way

  1. Parcel seized by customs: It is the buyer's duty to do customs clearance. So, you should contact the customs office to take your parcel once it has been seized. Please feel free to contact us If you need any documents to clear customs(such as invoice).
  2. Status of shipment stagnated for a long time: If the status of the parcel stagnated for a long time, we advise you to contact your local DHL to check it for you, at the same time, we will ask our shipping agent to figure out what happened to your parcel. You can keep in touch with us until the parcel is delivered successfully.

Unsuccessful delivery

  1. If the parcel is delivered unsuccessfully because of the wrong address offered by the buyer. We are not responsible for any loss caused.
  2. If the parcel is sent to a wrong address or lost by the shipping company, we can resend the parcel to you or offer you a refund. Item not as described: You are encouraged to open the parcel to check the item once it is delivered to your house. You should contact us within 30 days if you are not satisfied with the item.

Return/refund for no reasons

If you want to return an item without any quality problem for exchange within 30 days once it is received, please send an email to this email address with your order number return entitled: service@charlesen.com, we will offer you the return address. But you are supposed to pay the shipping fee.

Return/refund for the quality problem Please send us an email with your order number entitled if the item you received has any quality problem. such as the wrong color, wrong size, wrong style, and so on. It will be more persuasive if you attach a picture of the packing box containing the shipping information and a picture of the item you received in the email. We will look into the case once we receive your email, then offer you some solutions.

Please send an email to service@charlesen.com to inquire about the return and exchange process before returning the goods.We will provide you with the return address.We do not accept return packages without notice.Note that the return address is not the address on the package!

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