Refund policy

Customer Orders Placed on Our Website

You can return your items within 30 days of purchase. To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Returns over $100 are eligible for store credit only. Free gifts, promotional items, and gift cards are not returnable.

Start your return by going to http://willcharlie.returnscenter.com, and provide your order number and email.

If your return is accepted, we’ll send you instructions on how and where to send your package. For international orders, the cost for shipping a return must be paid by the customer. Items sent back to us without first requesting a return will not be accepted.

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

You can always contact us for any return question at hello@willandcharlieshop.com.

Damages and issues: Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. If you purchased package protection and need to file a claim for a damaged package, you can send us an email at hello@willandcharlieshop.com.

Exceptions / non-returnable items: Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item. Unfortunately, we cannot accept returns on gift cards. 

Exchanges: The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds for late/missing packages: We are not responsible for products that were shipped to an incorrect/invalid address. We are not responsible for products that were lost in transit or stolen. We will provide a full refund for any items that are still in transit 60 days after your order date. 

Shipping Insurance: We offer package protection as an add-on at checkout for a small fee. If you purchased package protection and need to file a claim for a missing/stolen/damaged package, you can send us an email at hello@willandcharlieshop.com. 

(Shipping insurance coverage exclusions: products damaged by user error, products destroyed by pets, discolored products, orders without proof of purchase. All claims and replacement/compensation determinations are made on an individual basis.)

 

Business Wholesale Orders

Returns: All wholesale orders are considered final sale. 

Damages and issues: Please inspect your order upon reception. You must contact us within 5 business days if an item is defective, damaged or if you receive the wrong item, and we will evaluate the issue and make it right. 

Pre-Order Cancellations: All pre-orders are considered final sale. Any cancellation is subject to a 25% cancellation fee.