Frequently Asked Questions
Where do you ship?
We ship to destinations in Canada. Eligible delivery options are shown at checkout.
Is standard shipping free?
Free standard shipping is available for Canadian orders and is confirmed in checkout.
How long does an order take?
Normal processing is 1–2 business days. After dispatch, carrier transit is normally 4–6 business days, for a normal expected delivery of 5–8 business days from order placement.
Can I return or exchange an item?
Contact us within 30 days after delivery to request a return or exchange. Once approved, the return method is free and no restocking fee is charged.
What if the item arrives damaged, defective, wrong, incomplete, or not as described?
Contact us with the order number and details. We will assess the situation and provide an appropriate replacement, exchange, refund, or other remedy.
How are refunds paid?
Approved refunds are processed within 10 business days to the original payment method. The bank or card issuer may need another 5–10 business days to show the credit.
What currency is used?
Orders are processed in Canadian dollars (CAD).
Which payment methods can I use?
The methods enabled for the specific order appear on the checkout page. Checkout, rather than this FAQ, is the current list of available methods.
How can I contact support?
Email: support@charlottetilburyluxe.shop
Phone: 416-555-8042
Mailing address: 48 Fox Run Lane, Bradford, Ontario, ON, L3Z 2V1, Canada
Customer service hours: Monday to Friday, 9:00 AM–5:00 PM (store local time).