Returns and Exchanges

To Return your CM item for a refund or exchange:

1. Initiate your return within 14 working days in our returns portal

2. Provide your order number and email address

3. Select the item(s) you wish to return and provide reason for return

4. Choose whether you would like to receive store credit, refund or exchange

5. If an exchange option is selected, please pick the style and size you would like to exchange for. You can make additional payment within the portal for higher-priced items.

6. Select the shipping method and choose whether you would like to print the label at home or use the QR Code. You can then take your item to be shipped back at the relevant facility.

Returns Policy 

We kindly ask that all products are returned to us in their original condition – with no marks or blemishes and in their original packaging (which should also be pristine). Items may not be refundable if they are not returned in the same condition they were delivered in. 

Please note, shoes will have a protective film on the sole - once this is removed, shoes are non-returnable - although we do advise removing this film just before you wear your shoes on your special day. As our soles are delicate in nature, please only try them on in a soft carpeted area, as even wooden floors can cause damage. 

Please take extra precautions when trying on our garments. We use the most beautiful, and often delicate, materials - so we suggest you avoid wearing anything that could transfer onto the fabric such as make up, fake tan, deodorant, heavy perfume, body oils, etc. Please also ensure that all jewellery is removed to prevent pulls occurring in the fabric.

We will provide you with a returns label and a fee of £5.99 will be deducted from your original refund amount to cover postage and processing. Return labels for exchanges are complimentary (excluding sample sale purchases).

You have 14 days to return your item from your delivery date (28 days for international customers). 

For hygiene reasons, we are unable to accept returns on any of our earrings. 

Please note: any purchases made in our Sample Sale & Preloved Outlet are only eligible for exchange or store credit. We are not able to offer refunds on any products purchased in any Sample Sales or via the Preloved Outlet on charlottemills.com.

Exchanges

We will arrange to dispatch your exchange as soon as possible when we receive your return, but please allow up to 5 working days from when your item is delivered for our team to process your return.

You will receive updates via email with delivery information as soon as your replacement item is on the way.

Please note, we cannot always guarantee that your chosen item will be available for exchange but we will endeavour to inform you of any stock discrepancies as soon as possible.

Refunds

Please note, returns are processed when they arrive with us, this process can take up to 10 working days. Make sure to keep hold of your returns tracking information as proof of postage.

For all returns of over 6 items, we will charge a flat rate processing fee of £6.00.

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.

If you have any trouble generating your return via the portal please email us info@charlottemillsbridal.com and we’ll be more than happy to assist you.

Faulty Items

If you’ve received your item and something isn’t quite right, we’d love to make it right for you! Please let us know within 14 days of receiving your item and please don’t initiate a return without contacting us first - when you’ve received a faulty or incorrect item, you won’t be expected to cover the return costs.

Drop us an email at info@charlottemillsbridal.com with your order number and any clear and relevant images, and our team will be happy to help.

Thank you and so sorry for any disappointment caused.

International Returns

Return labels for our international customers, returning goods for a refund, are subject to a “Handling Fee” which will be deducted from your refund total. These fees are outlined below:

US & North America - £20

Australia & Ireland - FREE returns for a limited time only

Europe (Austria, Belgium, France, Germany, Italy, Spain, Netherlands, Lithuania, Switzerland, Sweden) - £15

ROW (Cyprus, Luxembourg, Malta, Greece, USA, UAE, Greece) - £20 

Unfortunately, we are unable to offer returns labels for the following destinations at this time:-

Belarus

Moldova

Russia

Åland Islands

For the above destinations, customers are still able to generate a return request via our portal, but you must purchase a suitable label and return to us at your earliest convenience. Any losses incurred during your return will be your responsibility in this instance and we therefore recommend that you use a delivery service that insures you for the value of the goods.

Additional information if you are returning from outside the UK:

If you have purchased your own return postage, It is important that you inform your chosen courier that your parcel contains British goods that are being re-imported into the UK in an unaltered state, and provide them with proof of the original export from the UK (Air Waybill, Commercial Invoice, etc) if possible.

As an additional step, it is worthwhile marking your package clearly with the words “RETURNED GOODS”. 

This should ensure 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 and the goods will likely be returned to you.

Please email info@charlottemillsbridal.com if you need more information or advice on returning your shoes.

RETURNS ADDRESS:

Charlotte Mills Ltd, Saddleworth Business Centre, Huddersfield Road, Saddleworth, Greater Manchester, OL3 5DF