Q. What is your returns policy?
We are happy to offer a full refund within 28 days of delivery (14 days for sale goods), providing shoes are returned in their original condition with no marks or blemishes, in their original packaging (which should also be in pristine condition). Please note shoes have a beautifully soft leather sole, which marks easily. Only try them on in a soft carpeted area, as even wooden floors can cause damage & we are only able to exchange or refund goods in their original, perfect condition. Your shoes may have a protective film on the soles- please note once this is removed shoes are non-returnable. However we advise you do remove the film just before you wear them on your special day.
Please note returns are processed when they arrive with us, this process can take 7-10 working days. Once we have processed the refund with our card payment company it can take 7 working days for the funds to clear back into your account.
We now offer FREE RETURNS over £100 in the UK, follow the link below to create your postage label, Note the loss of any items returned to us is your responsibility.
Free Returns Postage label:
Send your returns to:
Charlotte Mills Bridal
St Chads Offices
Please enclose you order number and name along with the reason for the return.
Returns from outside the UK:
The original commercial invoice will be required. This MUST be enclosed with shipping documents, on the outside of the package. Failure to enclose this document may lead to customs charges that you will be responsible for. You MUST mark your package clearly with the words ‘RETURNED GOODS’. This ensures that UK customs authorities do not charge import duty. If your package is not clearly marked and duty is charged it is regrettable that Charlotte Mills Ltd will refuse delivery.
The cost of return postage and loss of any items returned to us is your responsibility and we therefore recommend that you use a delivery service that insures you for the value of the goods. Please email firstname.lastname@example.org if you need more information on returning your shoes.
Q. What are your postage charges?
Royal Mail 24 Hour Tracked- £6.50
Your Parcel will be sent via Royal Mail Tracked and Signed for. After your shoes are dispatched, you should receive within one working day.
Royal Mail 48 Hour Tracked - £3.50
Your Parcel will be sent via Royal Mail Tracked and Signed for. After your shoes are dispatched, you should receive within two working days.
Free Standard UK delivery
Your Parcel will be sent via Royal Mail Signed for. After your shoes are dispatched, you should receive within five to seven working days.
Outside of the UK - £20.00
Your Parcel is sent with a courier and could take up to 5 to 10 working days.
Australia and USA - Free standard shipping
We are now able to offer free standard shipping to both America and Australia for orders over £150. Your Parcel is sent with a courier and could take up to 5 to 10 working days.
All subject to orders placed on a weekday before 12pm, orders placed after 12pm will be shipped the next working day, also excludes Saturday delivery. All deliveries are subject to delays due to unforeseen circumstances.
Please note orders shipped to countries outside the EU may be subject to additional Sales Taxes and Import Duties, which the buyer is responsible for.
This is all listed in our terms and conditions.
Q. Should I remove the plastic sole protector before wear?
All our shoes come with a plastic film on the sole. This must be removed before wear. If you fail to remove this the sole will wear down unevenly.
Please remove this just before you wear them on your wedding day to protect them when being tried on.
Note once this is removed the shoes are non returnable if unsuitable this does not effect you statuary rights.
Q. Will the writing wear of the sole?
As we have used the softest leather soles to give our brides the luxury they deserve. Unfortunately due to the nature of the product, the soles will wear down over time.
Q. How to clean your Charlotte Mills shoes?
This is dependent on what your shoes are made of;
this is very delicate so be very careful when cleaning. You could try using a specialist cleaning block called Wholly - this should be available in most good shoe repair shops
Metallic dusted suede
You can clean this using a soft white, slightly damp cloth, be careful when doing this to not rub the suede to much as this could remove some on the metallic dusting. Then leave to dry naturally.
This can be cleaned using a soft white, slightly damp cloth, be careful when doing this to not damage the fabric, then leave to dry naturally.
can be cleaned using a soft white damp cloth and left to dry naturally
Q. What sizes do your shoes come in?
Euro 36/ UK 3 / 5.5-6 USA
Euro 37/ UK 4 / 6.5-7
Euro 38/ UK 5 / 7.5-8
Euro 39/ UK 6 / 8.5-9
Euro 40/ UK 7 / 9.5-10
Euro 41/ UK 8 / 10.5-11
Note if you are in between sizes, we would recommend going for the the smaller size in most of our shoes. (However Anabel/Ana/Anastsia/Beatrice/Blossom/Blond fit true to size)
Q. How do I store and care for my shoes?
All Charlotte Mills shoes are hand made and very delicate, they are not designed to be worn daily. Diamante's may be lost if they are caught or snagged. Replacements are available please email email@example.com for more info
Store your shoes in the box with the tissue paper and dust bag they come with.
Keep them in a dry, damp free place to ensure they stay a beautiful.
Q. Where are your shoes made?
Each of Charlotte’s shoe designs are handmade in Spain. The factory Charlotte has selected to work with has been making shoes for over 50 years which is evident in the attention to detail and quality of the finished product.