• Requests for refunds/replacements must be coordinated with Charlotte Piper within 24 hours from the date you received your order.
• Please email your order number and concern to sales@charlottepiper.com.au. Please be detailed as possible. We will not refund/replace your order if incorrect or insufficient information is provided. We will appreciate if you can send us a picture of the actual items received.
• If you received a product that you believe is not what you expected, we will only replace the item or refund your money at our discretion.
• It will be your full responsibility to mail the item back to Charlotte Piper within 7 days in its original undamaged condition.
• All refunds or replacements will be subject to Charlotte Piper’s approval and may be limited to our discretion
• Once the returned item has been received, Charlotte Piper will acknowledge the receipt via email.
• Charlotte Piper will be in touch with you either via phone or email with further instructions once return/refund has been approved so we can work out the best possible options for the return/refund process.
• If you are unhappy with our product based on your expected taste or if you think it is not suitable for you, we cannot offer a refund, exchange for another product or flavor/s as personal tastes vary for everyone’s taste buds but we are more than happy to hear your comments and find out what made you dislike our product. We truly value your feedback and we are continuously improving our products to make you happy!
• Always check if delivery details are correct at check out. We cannot refund shipping cost but we can assist you update correct details provided that the order is still pending for dispatch.
• We will not be able to replace your order for another product, flavor or refund for you, if the item is already unwrapped or has been exposed.
• We do not offer replacement / exchange of flavours once orders were already dispatched from Charlotte Piper, especially if customer only changes mind.
• If a parcel is lost in transit we cannot give a refund or replacement of product until a full investigation is done with the freight company which can take up to 6 weeks from time we are notified your goods have not been received.
• Discounts applied at the time of purchase will not be refunded or credited
• Consumers are to be aware that our products are produced in a kitchen that has or uses food allergens.
• Nutrition Information, Ingredients and Allergy information are available at our website, so before placing your orders, please read carefully to avoid any adverse allergy reactions. If you are in doubt or want to know more information, please send an email to sales@charlottepiper.com.au so we can assist you.
• Please also consider that all our products are HANDMADE in nature and that you may observe slight variations, imperfections when you receive the actual items.
