For items that are in stock, we aim to dispatch your order within 1–2 working days.

Once your order has been dispatched, you’ll receive a confirmation email with tracking details so you can follow its journey to you.

If your order contains a pre-order item, the estimated arrival date will be shown on the product page at the time of ordering.

We offer a range of delivery options depending on your destination, including Standard and Express services.

The available options, delivery estimates and prices for your location will be shown at checkout. You can also find further information on our Delivery page.

We ship Charlotte Mills orders to destinations around the world, with a small number of exclusions.

Simply select your delivery country on our website to view products and prices in your local currency where available. Your available delivery options will be shown at checkout.

Can’t see your country listed? Drop us an email and we’ll be happy to see if there’s anything we can do.

As soon as your order has been dispatched, we’ll send you a shipping confirmation email containing your tracking information.

Please allow a little time for the tracking to update after your parcel has been collected.

It’s not unusual for tracking to remain unchanged for a short period while a parcel moves through the courier network.

If your tracking hasn’t updated for five working days, please get in touch with your order number and we’ll be happy to investigate with the courier.

We’re sorry! First, please check around your property and any designated safe place, with other members of your household and with your immediate neighbours. It’s also worth checking your tracking for a delivery photograph or further information.

Occasionally, parcels can appear shortly after being marked as delivered. If you still haven’t been able to locate your parcel three working days after the delivery scan, please contact us and we’ll help you with the next steps.

If your order hasn’t yet been dispatched, please contact us as soon as possible and we’ll do our best to help.

Once an order has been dispatched, we’re unable to cancel it and you’ll need to follow our usual returns process once it arrives.

Please note that during particularly busy promotional events, including our Sale, Sample Sale and Black Friday, orders may enter our fulfilment process immediately and cannot be cancelled.

Of course. For UK orders, please register your return through our online returns portal within 14 days of delivery. Your return must then arrive back with us within the following 14 days.

Items must be unworn, in perfect condition and returned with their original packaging.

For international orders, your return must arrive back with us within 28 days of delivery.

Please note that different return terms apply to Outlet and Sample Sale purchases.

Simply register your return through our online returns portal and follow the instructions provided.

Please make sure your items are returned unworn, in perfect condition and in their original packaging.

For UK full-price orders returned for a refund, a £5.99 return fee applies.

If you choose an exchange or Charlotte Mills store credit, return postage is free for full-price UK purchases.

For international orders, a return fee applies to all returns, including refunds, exchanges and store credit, depending on your delivery country:

• £30 — USA, Canada, Australia, New Zealand & Singapore
  
• £20 — Cyprus, Luxembourg & Malta
  
• £15 — all remaining EU countries
  

You can generate your return label and register your return through our online returns portal.

Yes. If you’d like another size or style, you can request an exchange through our returns portal.

Return postage is free when exchanging a full-price purchase within the UK.

Your requested item is subject to availability. If it isn’t currently in stock but is available to pre-order, we’ll let you know the estimated arrival date.

Once your return arrives with us, please allow 5–10 working days for our team to inspect and process it.

We’ll email you once your refund has been issued. Your bank or payment provider may then take a few additional working days to show the funds in your account.

Outlet and Sample Sale purchases are eligible for Charlotte Mills store credit rather than a refund and must be returned within the applicable return period.

Return postage for Outlet and Sample Sale purchases is the customer’s responsibility. Items must be unworn, in perfect condition and returned in their original packaging.

If your return period has passed, please contact our team before sending anything back to us.

In some circumstances, we may be able to consider a late return for exchange or store credit, subject to the item being unworn, in perfect condition, in its original packaging and remaining part of our current full-price collection.

Late returns are assessed individually and acceptance cannot be guaranteed.

We’re so sorry to hear that.

Please contact us with your Charlotte Mills order number, a photograph of the full item, clear close-up photographs of the affected area and, for shoes, a photograph of the soles where relevant.

Please also let us know when you first noticed the issue and whether the item has been worn. Our team will review everything and advise you on the next step.

The best place to start is our Size Guide, which you’ll find on each shoe product page.

As every foot is different, sizing advice is always a recommendation rather than a guarantee. 

Fit can vary slightly between styles depending on the shape, toe profile and construction of the shoe.

Rather than using one sizing rule across the whole collection, we recommend checking the individual fit advice on the product page for the style you’re considering.

Our Wide Fit collection has been specially developed to give additional room across the foot and is based on a UK EE width fitting.

If you would usually choose wide-fit footwear on the high street, find standard-width shoes restrictive across the widest part of your foot, or regularly size up purely to accommodate width, we would recommend trying our Wide Fit collection.

Not necessarily.

If your usual size feels right in length but you typically size up simply to gain more room across the width of your foot, we’d recommend choosing your usual size in our Wide Fit where available rather than automatically sizing up.

Use the fit guidance on your chosen product page for our style-specific recommendation.

We measure heel height with the shoe standing on a flat surface, from the back of the heel where it meets the shoe down to the base of the heel.

Heel measurements may vary very slightly between shoe sizes.

You’ll also find a Heel Height Guide linked on every shoe product page, with more information.

If a style is available to pre-order, it simply means it isn’t currently ready to dispatch but more stock is on its way to us.

You’ll find the current estimated arrival date on the product page before you order.

As pre-order dates are estimates, they can occasionally change due to production or transit delays. If the estimated date for your order changes, we’ll contact you by email with an update.

The most up-to-date estimated arrival date will be shown when you place your order.

If you’ve already ordered and would like us to check your pre-order, please contact us with your order number and we’ll be happy to help.

Please remember that pre-order dates are estimates rather than guaranteed delivery dates.

We know how important those timings are!

For a UK pre-order, we recommend allowing at least two weeks between the estimated stock arrival date and your wedding.

For an international pre-order, we recommend allowing at least three weeks, as additional time may be needed for international transit and customs.

If your wedding is approaching and you’re unsure whether a style is suitable, please contact us before ordering. We’ll happily help you find the safest option.

We recommend choosing your wedding shoes before your first dress fitting wherever possible, so your seamstress can alter your dress to the exact heel height you’ll be wearing on the day.

Buying ahead also gives you plenty of time to make sure you’re completely happy with your fit and heel height before the wedding.

Yes! We recommend spending a little time wearing your shoes indoors before your wedding.

Keep the protective film on the soles while trying them on or wearing them for dress fittings, and only remove it when you’re ready to wear your shoes outside. 

Please try and stick to soft, carpeted surfaces to prevent any damage to the delicate soles prior to your big day.

Yes! We ship Charlotte Mills orders to destinations around the world, with a small number of exclusions.

Select your delivery country on our website and the delivery services currently available to your destination will be shown at checkout.

If you can’t see your country listed, please get in touch and we’ll be happy to see if there’s anything we can do.

We want to make international shopping with Charlotte Mills as simple as possible, with no unexpected import-duty charges when your order arrives.

For orders to Ireland and the EU, Australia and the USA, applicable duties and taxes are included within the price you pay through our website, so you should not be asked to pay additional import duties when your parcel is delivered.

Simply select your delivery country before shopping to see the appropriate pricing for your destination.

If you receive an unexpected request for payment from the courier, please don’t pay it straight away - contact us with a screenshot or copy of the request and we’ll be happy to investigate.

International returns must arrive back with us within 28 days of delivery.

Items must be unworn, in perfect condition and returned in their original packaging. You can generate an international returns label through our returns portal.

A return fee applies to all international returns, whether you choose a refund, exchange or Charlotte Mills store credit. The fee is £30 for the USA, Canada, Australia, New Zealand and Singapore; £20 for Cyprus, Luxembourg and Malta; and £15 for all remaining EU countries.

Once your return has arrived with us, please allow 5–10 working days for inspection and processing.

If an international parcel is refused or applicable local charges are left unpaid, any eligible refund can only be processed once the parcel has returned to us and passed inspection.

Any return shipping, carrier charges or duties and taxes charged back to Charlotte Mills will be deducted from the eligible refund. Original delivery charges are non-refundable.

Your shoes may arrive with a clear protective film over the soles. We recommend keeping this in place while trying your shoes on indoors, wearing them in or taking them to your dress fittings.

The film must be removed before wearing your shoes outside.

Once the protective film has been removed and the soles have been worn, we’re unable to accept the shoes as an unworn return. This does not affect your statutory rights.

Our signature sole embossing is designed to be part of that very special first-wear experience.

As with any leather-soled shoe, the soles and embossed detailing will naturally show signs of wear once worn outdoors. This is completely normal.

If you’d like to help preserve the soles and their special detailing, we also offer Sole Protectors, designed to add an extra protective layer before your shoes are worn.

Charlotte Mills shoes are made using beautiful and often delicate materials, so we recommend treating them with care.

For light marks on leather or satin, use a clean, soft white cloth very gently and avoid saturating the material. Embellished, mesh and glitter finishes should be handled particularly carefully to avoid loosening or damaging their detailing.

Always allow your shoes to dry naturally and completely before storing them.

Keep your shoes in their original box, with the tissue and dust bag provided, in a cool, dry place away from direct sunlight and damp.

Keeping tissue inside the shoes will also help them retain their shape while they’re being stored.

Our signature pearl glitter has a beautifully textured finish and can catch against particularly fine or delicate fabrics.

If your wedding dress features a very delicate hem, tulle or fine fabric that will sit directly against your shoes, you may prefer one of our smoother satin, leather or mesh styles.

It’s one of our favourite Charlotte Mills traditions.

Every pair of Charlotte Mills wedding shoes contains an original silver sixpence in the left shoe, bringing the final part of the traditional bridal rhyme:

Something old, something new, something borrowed, something blue — and a silver sixpence in her shoe.

It’s our little piece of luck for you to carry with you as you take your first steps into married life.

Our signature sole design is part of every pair of Charlotte Mills wedding shoes and unfortunately can’t be individually personalised.

We don’t currently offer a bespoke or made-to-order service.

With different heel heights, colours, fits and silhouettes available across our collection, however, we hope you’ll find something that feels completely you.

Charlotte Mills is currently an online-first brand and we don’t have a permanent UK store.

Our sizing guidance is there to help you choose at home, and we also host selected pop-ups and events where you can discover and try on the collection in person.

We attend selected bridal events and host Charlotte Mills pop-ups throughout the year.

You can find details of our upcoming events on our CM Pop Ups page.

Unfortunately, we don't have any international stockists or locations at this time. This is something we're currently working on...so watch this space.

Of course! Our small team is always happy to help.

Get in touch with us, including your order number if your question relates to an existing order, and we’ll aim to get back to you within 1–2 working days.

For sizing advice, we recommend consulting the sizing recommendation on your chosen product page first, as this will give you the most relevant information for that particular style.