Return and refund policy

# Return & Refund Policy

**Last updated: August 28, 2026**

### 30-Day Return Policy

You have **30 days** after receiving your item to request a return.

### How to Start a Return

1. Contact our customer service at **[info@charlotteandgracewanaka.com](mailto:info@charlotteandgracewanaka.com)**
2. Provide your **order number** (found in your confirmation email or invoice)
3. Wait for our team to **approve the return** and provide you with:

   * The **return address**
   * Clear **instructions** on how and where to send your package

❗ **Important:** Items sent back without first requesting a return will not be accepted.

### Return Conditions

* All returns must be shipped to our **warehouse in Asia**
* A **$30 administration fee per item** will be deducted from your refund
* Customers are **responsible for return shipping costs**
* Items must be in original condition (unworn, unused, and with tags, if applicable)

### Damages or Issues

Please inspect your order upon arrival.

If you receive a **damaged, defective, or incorrect item**, contact us immediately at **[info@charlotteandgracewanaka.com](mailto:info@charlotteandgracewanaka.com)** so we can evaluate the issue and resolve it as quickly as possible.

### Exchanges

We do not offer direct exchanges.

The fastest solution is to:

1. Request a **return** for the original item
2. Once approved, **place a new order** for the desired item

### Refunds

Once we receive your return:

* We’ll process it within **2–4 business days**
* You’ll receive your **refund confirmation** by email
* Funds typically return to your account within **3–5 business days**

⏳ **Please note:** It may take your bank or credit card provider additional time to post the refund to your account.

If more than **15 business days** have passed since your return was approved and you have not received your refund, please contact us at **[info@charlotteandgracewanaka.com](mailto:info@charlotteandgracewanaka.com)**.

### Cancellation Policy

Cancellations must be requested within **24 hours of placing an order**.

Due to our rapid processing and fulfillment system, orders are immediately prepared for shipment and cannot be modified or canceled after this window.

Once this period has passed, customers will need to wait for the delivery of their order and follow our standard return procedure if they wish to return the item.

### Contact

For questions regarding returns, refunds, cancellations, or damaged items, please contact:

**Grace & Sarah Greytown**
**Website:** charlotteandgracewanaka.com
**Email:** [info@charlotteandgracewanaka.com](mailto:info@charlotteandgracewanaka.com)