Refund and Returns Policy - Charles® Threads

Effective Date: 20 June 2025
Last Updated: 20 June 2025

Thank you for shopping at Charles® Threads. We are committed to providing high-quality fashion and excellent customer service. Please read our Refund & Returns Policy carefully to understand your rights and our obligations.

1. Online-Only Store Notice

Charles® Threads operates exclusively as an online clothing store. All purchases are made via our official website: www.charlesdludlu.co.za/shop. As such, we do not have a physical store or accept in-person returns.

2. Returns & Exchange Eligibility

You may request a return or exchange within 7 days of receiving your order, subject to the following conditions:

2.1. Eligible Items:

Items must be unworn, unwashed, unused, and in their original condition.
Items must include all original tags, labels, packaging, and documentation.
Items must be returned with the original proof of purchase (invoice or order confirmation email).
Items must not be part of final sale, clearance, or limited edition collections clearly marked as non-returnable.

2.2. Non-Eligible Items:

We do not accept returns or exchanges for:

Underwear or swimwear (for hygiene reasons)
Custom-made or personalised items
Gift cards or promotional vouchers
Items returned after the 7-day window
Items showing signs of wear, damage, or tampering

3. Return Process

To initiate a return or exchange, please follow these steps:

Email us at: orders@charlesthreads.co.za
Include your order number, item(s) you wish to return, and reason for return.
Wait for approval: Once your return request is reviewed and approved, we will send you return instructions and a return shipping address.
Ship the item: Send the item back to us using a reliable courier. We do not cover return shipping costs, unless the item was defective or incorrect.
Inspection & Processing: Once received, we will inspect the item and notify you of the outcome within 5 working days.

4. Refunds

If your return is approved, a refund will be processed as follows:

Payment Method: Refunds are made using the original payment method.
Processing Time: Please allow 7–14 business days for the refund to reflect in your account.
Partial Refunds may be granted (if applicable) for items that are returned damaged or missing parts not due to our error.

Note: We reserve the right to refuse a refund if the returned item does not meet the return conditions.

5. Exchanges

You may exchange an item for a different size or colour (if available). If the desired item is out of stock, you may:

Receive store credit (valid for 90 days), or
Request a full refund

Note: All exchange shipping costs are the responsibility of the customer unless the product is defective or incorrect.

6. Damaged or Incorrect Items

If you receive a damaged, defective, or incorrect item, please notify us within 48 hours of delivery.

Email us at orders@charlesthreads.co.za with:
- A clear photo of the item and damage
- Your order number
- A short description of the issue

We will offer a replacement, exchange, or full refund at no additional cost to you.

7. Late or Missing Refunds

If you haven’t received a refund after 14 business days:

Double-check your bank account or payment method
Contact your bank or payment provider (some providers take longer)
If unresolved, contact us at orders@charlesthreads.co.za

8. Cancellations

Orders can only be cancelled before they are shipped. To cancel your order, contact us immediately via email. Once dispatched, the order must go through the return process.

9. Store Credit

In certain cases, customers may be offered store credit instead of a refund. Store credit:

Is valid for 90 days from the issue date
Can only be used at www.charlesdludlu.co.za/shop
Is non-transferable and non-refundable

10. Shipping Costs & Responsibility

Customers are responsible for the cost of returning items unless the item was incorrect or defective.
We strongly recommend using a trackable courier or insured shipping service.
Charles Threads is not responsible for items lost or damaged in transit.

11. Policy Updates

Charles® Threads reserves the right to modify this Refund Policy at any time. Changes will be posted on our website and effective immediately. We encourage customers to review this policy periodically.

12. Contact Us

For any questions or concerns about returns, exchanges, or refunds, please contact:

📧 Email: orders@charlesthreads.co.za
🌐 Website: www.charlesdludlu.co.za/shop
📍 Charles® Threads | An Online Clothing Brand by Charles Dludlu