CHARLOTTE NG STUDIO will grant exchanges only on select merchandise.

Under no circumstances, CHARLOTTE NG STUDIO will not offer full cash refunds. Exchanges for our eligible items must be requested within 7 business days of delivery. 

Items cannot be exchanged without authorization sent directly from CHARLOTTE NG STUDIO. The customer must provide proof of shipment within 7 business days following the issuance of a Return Authorization.

No Refund will be permitted for all sale items.

To request an Exchange Authorization, email to contact@charlottengstudio.com on our contact page and provide your name, order number, the name of the item(s) you wish to return, and a reason for the return. 

If you have bought something that is not suitable for size or taste, you are welcome to return the item (s) it concerns. You have 7 days from the day your parcel lands at the desired service point.

If you need to return & exchange an item, please place a new order from our official website first. Afterwards send the unwanted item(s) back to us. The refund of the unwanted item(s) will be made after we have received the item(s) with fully checked.

All items must be returned in the same condition as you received them. This means that the goods must not be damaged, dirty, washed, altered or used (other than trying them on to estimate size, fit etc.) and that all price tags and labels must be intact. If the item is not returned in the same condition as on delivery (including original tags), we reserve the right to refund you a smaller amount than the original purchase value. 

You are welcome to use the same shipping method as your delivery or choose another shipping provider, no matter which way you send it, the returns are at your own risk and expenses. However, we advise you to use an international shipping company like DHL or FedEx so you will be able to follow your parcel completely. We like to inform you that you must save the proof of return so we can always check the whereabouts of your parcel and we cannot return book any article unless it has been delivered to our warehouse. Until the deliver at our warehouse, the return shipment is at your own risk.

The return address is:

Rm1108B, Tower 1, China Hong Kong City, 33 Canton Road, Tsim Sha Tsui, Hong Kong

CHARLOTTE NG STUDIO reserves the right to refuse a return if the merchandise in question does not meet our standards for saleable condition.

Where provided, all original packaging should accompany the item, and the lack of these items, will risk a return being rejected. All accessories (including, but not limited to: belts, dust bags, and lanyards) must be in an equally saleable condition to the items that they accompany.​

All products purchased at CHARLOTTE NG STUDIO website cannot be refunded. Exceptions for refund or exchange will be allowed for defective products or with authorization sent directly from CHARLOTTE NG STUDIO. The customer must provide proof of shipment within 7 business days following the issuance of a Return Authorization. Please refer to our Terms & Conditions for full policy.

Faulty items are classified as faulty if they are received damaged, or where a manufacturing fault occurs. Please note that damage as a result of wear and tear are not considered to be faulty. Where possible, we will offer to repair or exchange faulty items. Please be aware that we can only replace it for the same product in the same size, subject to availability. You will receive a FULL refund of the item price if it can’t be replaced or repaired.​

In rare circumstance that your item has a defect, please contact us immediately.

NON-REFUNDABLE ITEMS

All SALE items are non-refundable or exchange.

PRODUCT AVAILABILITY

We reserve the right to limit the quantity of Products we supply. While we make every effort to only display items that are currently in stock and available to ship, there may be instances from time-to-time where we run out of stock of a particular product. In these instances your order will be cancelled and a member of our customer service team will notify you. Items in your shopping cart are not reserved and may be purchased by other customers.

PURCHASE FOR PERSONAL USE ONLY

You may purchase products only for personal use and not for resale. By placing your order, you confirm that you are purchasing products for personal use only and not for resale. We reserve the right to refuse orders for any reason without explanation.