Returns, Exchanges and Cancellations

Refunds

Please note that we do not offer refunds. All orders are final. Depending on the circumstance you may be presented with the option to exchange/replace the product. 

Order Cancellations

** Please note that Charles and Jennie Co. reserves the right to cancel orders at any time based on our discretion in which you will be refunded in such cases and notified of such cancellation.

Delivery Discrepancies

Charles and Jennie Co. is not responsible for lost/stolen items. Once packages have left our facility and a tracking number has been provided to the customer, it is the responsibility of the shipping courier to ensure delivery. If the shipping courier confirms delivery of the package, Charles and Jennie Co. will not accept liability if it is not received by the customer. It is the customer’s responsibility to reach out to USPS to inquire on the status of their package or the filing of any claims regarding issues with receipt of packages. 

In the event that a package is returned, our Customer service team will contact the customer to advise of the return and to determine the cause. Should the return be a result of an issue with the customer’s address or any other customer-related circumstance, a re-ship fee must be paid by the customer in order for the package to be re-sent.

Damages

It is unfortunate when items arrive in a damaged state, however, unless there is a clear indication of damage done while in our care, Charles and Jennie Co. is not liable for damages. Products are quality checked before fulfilling orders as well as securely packed to ensure their protection during transit. In such cases outlined, a claim would need to be filed with USPS.

In the event that your order arrives with a damaged product (s) it is required that you contact service@charlesandjennie.com including the original packing slip, a picture of the damaged product (s) and a brief explanation of the issue within 24-48 hours of receiving your order. Claims regarding damages are assessed on a case-by-case basis. Once verification of the issue is complete, we will respond to your request with our decision. Should the damage (s) be deemed to be a result of our actions, we will respond to your request with a paid return label and further details of how to return the item (s). Please note that Charles and Jennie Co. reserves the right to review damages and make a determination on whether or not a new product will be shipped based on the nature of the damages.

Once we have received the returned package we will verify damages and re-send the product within 3 business days.

Missing Item (s)

In the event that your order arrives and is missing an item, please contact service@charlesandjennie.com including your original packing slip and a brief explanation of the issue within 24-48 hours of receiving your order.  Once verification of the issue is complete, we will respond to your request informing you of the process for replacing the item.

Discrepancy with Inventory Availability

In the event that an item (s) is no longer available, you will be refunded for the value of the product (s). Please note that the refund will be in the amount of the item’s value at the time of purchase.

Applying Coupons

It is the responsibility of the customer to ensure that coupons are entered when placing their order. We will not go back and enter any coupons once orders are placed.