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Frequently Asked Questions

Frequently Asked Questions (FAQ) 

Effective Date: February 12, 2024

1. Which countries are served and what are the shipping costs?
We offer free shipping within Canada. There are no hidden costs or unpleasant surprises at checkout.

2. How long does it take to process and deliver orders?
Orders placed before 7:00 PM CET are processed the next business day. The expected delivery time is within 7-14 business days after processing. Our deliveries take place from Monday to Friday.

3. How can I track my order?
After placing your order, you will receive a tracking number that allows you to track the status of your order in real-time. Detailed tracking information and a user-friendly status check are available on our website.

4. Can I change or cancel my order after it has been placed?
For changes or cancellations, you can contact our customer service via info@charmingchaps.com

5. What is the return policy, and which items are excluded from returns?
We accept returns within 30 days of receiving your order. Please note that return shipping costs are the responsibility of the customer. For specific exceptions, please contact our customer service.

6. How do I initiate a return or exchange?
Contact our customer service at  info@charmingchaps.com to initiate a return or exchange.

7. How long does it take for a refund to be processed?
Refunds are processed within 7 days of receiving the returned goods.

8. What should I do if I receive a defective or damaged item?
Contact us within 30 days of delivery and provide your order number, a description of the damage, and photographic evidence via info@charmingchaps.com

9. What payment methods are accepted, and how is transaction security ensured?
We accept Visa, Mastercard, American Express, Maestro, Shop Pay, Apple Pay, Google Pay. All transactions are secured with SSL encryption.

10. How can I choose the right size or version of a product?
Refer to our size charts and product descriptions for help in choosing the right size or version. For additional assistance, you can contact our customer service.

11. Do you offer product warranties or insurance?
Yes, specific warranty conditions depend on the product and are communicated during the purchase process.

12. How can I stay informed about upcoming promotions or discounts?
Subscribe to our newsletter and follow us on social media to stay informed about the latest offers and promotions.

13. Can I use multiple discount codes on an order?
Contact our customer service for information on using multiple discount codes.

14. What are the benefits of creating a customer account?
With a customer account, you can check out faster, store multiple shipping addresses, view your order history, and more.

15. How can I update my account information or change my password?
Log in to your account on our website to update your information or contact our customer service for assistance.

16. How do you protect customer privacy and personal data?
Your privacy is of the utmost importance to us. Please refer to our  privacy policy on our website for more information on how we protect your data.

17. What is your policy regarding cookies and tracking on the website?
Our cookie policy is designed with your privacy in mind. Visit our website for more information on how we use and manage cookies.

Business Contact

Our customer service is available from Monday to Friday, 09:00 AM to 05:00 PM