Returns Policy
Due to the bespoke nature some of our products, we cannot accept returns or offer refunds and exchanges on any custom designed item which simply becomes unwanted. When you place an order a member of our team will make your design from scratch.
If however, you receive your custom design and find it’s faulty or not the one you ordered – which we hope is highly unlikely – then please let us know within 48 hours of signing for the package. We will need you to send us a photograph and explanation of the fault in an email to sales@charlottenatasha.com This way we can easily identify the problem.
Once we have received your email we will reply within 24 hours with instructions of what to do next. Any cap returned to us will need posting back in its original box, taped securely and sent to the address which we will provide you.
Please send your package from your local Post Office and make sure you obtain a “Proof of Posting” form and retain as proof of postage. We cannot be held responsible for any items which fail to reach us.
On receiving your package we will refund you the cost of postage and if a replacement item is required, this will be sent at no additional charge.
RETURN TO SENDER : All our packages require a signature on delivery. It is important to make sure that there will be someone there to accept and sign for the package. If your package remains unclaimed or if the address you have given us is incorrect, DPD will return the package to Charlotte Natasha. In these cases you will be notified of the returned package and your address will need to be verified before despatch. You will be charged the cost of postage incurred by re-sending the package as we cannot be held liable for unclaimed packages. You will receive an invoice via Stripe to the same account used at purchase.