Customer Care – Our Commitment
At CharlotteMoss.com, we are committed to protecting your privacy. Any information collected will only be used to process orders and facilitate communication between customers and Charlotte Moss. We will not disclose, rent or sell your personal details.
As products are featured in the media, we are unable to forecast the popularity of any one particular item. If the item you have selected is out-of-stock due to demand, we will contact you immediately with an updated delivery date. You will have the option to wait for the item or cancel the order. Your credit card will not be charged until the item is shipped.
If you are not satisfied with the item received you must return it, insured for the retail value, within two weeks of delivery. Shipping and insurance costs are non-refundable.
No returns are accepted after two weeks.
All custom monogrammed items, sale items and books are final sale.
Shoes and clothing will be accepted for store credit and only if returned unworn.
Orders are generally processed within 1-2 business days, not including Saturdays, Sundays or major holidays. Orders placed on weekends or holidays will be processed the following business day.
If you would like items delivered to destinations outside the US or its territories, please send us an email.
All purchases are subject to bank authorization prior to processing. Only authorized purchases will be processed and shipped.
Credit cards accepted: Visa, MasterCard and American Express.
Additionally we accept money orders or cashiers checks. We do not accept personal checks.
Will apply only on orders shipped to New York and Colorado.
Gift Wrap Services
Unfortunately we are not able to gift wrap any purchases at this time.
Our standard shipping carrier is UPS. Your shipping and handling charge is based on a real time interaction with the UPS rating service.
Shipping charges will appear once you’ve entered all of the pertinent information. To compare charges, simply select a different shipping option. When you move to the next step, the new shipping charge will be automatically calculated and appear on the Review page.
Please send returns to:
CHARLOTTE MOSS Inc.
ATTN: SHIPPING DEPARTMENT
1916 PARK AVENUE, 4th Floor
NEW YORK NY 10031
For your own protection, please insure your package as Charlotte Moss can not be responsible for items that are not delivered. Credit will be issued to the original credit card used for the purchase. Shipping charges are nonrefundable.
Charlotte Moss - Photo by Sandi Fellman