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Customer Care

How can I contact someone who can help me?

Customer Care is available 7 days a week, 9am – 9pm EST, and can be reached at 1-888-675-2275. You can also reach Customer Care via email at customerservice@charmingcharlie.com, responses are usually returned within 24 hours.

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Orders

How can I track my order?

You will be sent a confirmation email once your order is placed along with your shipping tracking link. You can log into your account at any point and check the status of your order.

I changed my mind, how can I change or cancel my order?

It happens! Please call or email Customer Care to determine if your order can be cancelled. 1-888-675-2275 or customerservice@charmingcharlie.com.

How will I know when a specific product will be back on the site?

Customer Care might be able to give you some details on anything you want to track, but we can't offer any guarantees on timing or specific amounts of inventory. We are only able to identify low, medium or high inventory. Please call 1-888-675-2275.

My order is wrong, or it’s just not right. What can I do?

We’re sorry! Let’s fix this, please contact Customer Care. Please note, if you added something amazing to your order that was out of stock, your order shipped without this item. Ring toll free 1-888-675-2275 or customerservice@charmingcharlie.com.

My delivery details have changed. How can I update this?

No problem, please contact Customer Care. However, if your order has already shipped we will try our best to locate the package for return. 1-888-675-2275 or customerservice@charmingcharlie.com

Will you refund my shipping cost too?

Unfortunately we cannot, but we will be more than happy to refund the original purchase order in full to your original payment method.

Can I return my online order in any store?

Of course! You just need to bring the packing slip from your shipped purchase. You will be credited to your original form of payment.

How can I pick up an online order in the store?

Unfortunately this option is currently not available.

I work for charming charlie; can I use my discount online?

Currently this option is not available, but employees are still able to use their discount in-store.

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Shipping

Is charming charlie participating in Tax-Free Weekend?

Yes, but at select stores only. Please note that this offer is not available online. See the chart below for participating states and applicable dates. Rules may vary by store location; certain exemptions apply, so contact your local store for full details.

Tax Free DatesStates - Stores
7/25 – 7/26Mississippi
8/1 – 8/2Georgia, Iowa, Louisiana
8/1 – 8/3Alabama, Missouri, Oklahoma, South Carolina, Tennessee, Virginia, Florida, New Mexico
8/2 – 8/3Arkansas
8/8 – 8/10Texas
8/10 – 8/16 Massachusetts
8/17 – 8/23Connecticut
Free shipping over $50, tell me more!

It’s a sweet deal. Anything over $50 before tax qualifies for free shipping! (Merchandise and Gift Cards)

What is U.S. Standard shipping?

charming charlie ships anywhere in the United States, including Hawaii, and Alaska. Orders $50 or more (not including tax) are free! We offer Standard shipping (5-7 business days), 2-Day shipping (2 business days), and Overnight shipping (1 business day). 2-Day and Overnight orders must be placed by 1pm EST to ship same day.

How much does shipping cost?

Standard shipping is a flat rate of $5.95 unless the order value is $50 or more, which qualifies the order for free shipping. 2-Day shipping is $9.95 and Overnight shipping is $21.95.

Can I send my order to a P.O. Box address?

Yes you can! Feel free to use a P.O. Box address for your shipping address.

Will charming charlie ship anywhere?

Not yet, but we do ship throughout the United States, including Hawaii, and Alaska.

How fast can I receive a delivery?

Standard shipping (3 to 5 business days, delivery time ships next day), 2-Day shipping (2 business days, delivery time once order ships), and Overnight shipping (1 business day, delivery time once order ships). 2-Day shipping and Overnight shipping orders must be placed by 1pm EST to ship same day.

Can I track my order?

Definitely! You should have received the tracking details in your order confirmation email. If not, shoot us a note or give us a ring and we can figure it out as soon as possible.

My order hasn’t arrived or has arrived damaged. What can I do?

Well that’s a shame. Please call Customer Care and we can solve this as soon as possible. 1-888-675-2275 or customerservice@charmingcharlie.com.

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Payment

How do I use my coupon/promo code?

Once you reach your Shopping Bag you may enter your coupon or promo code in the Promo Code field. The discount will be applied during the transaction.

Can I use more than one coupon/promo code?

Unfortunately, coupons or promo codes are currently limited to one code per order online.

Okay, I’m set. Now how do I pay?

You can pay using all major credit card options (Discover, Visa, MasterCard, and Amex) and PayPal.

When will I be charged for my purchase?

You will be charged when the item ships. Should there be an item that is not available you will not be charged for that item.

Oops, my payment was declined. What happened?

Please ensure your billing address, security code and expiration dates are all correct.

I have store credit, can I apply this online?

Store credit in the form of a gift card is redeemable online in the Payment Information section.

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Returns

How can I return something to you?

You can return your purchase within 30 days of your purchase date. You have a couple of options. You can return your online purchase by mail by completing the return form on the back of your packing slip, or return in-store (packing slip is also required). All returned merchandise must include the original receipt/packing slip and tags in order to receive a refund to the original form of payment within 30 days of purchase.

Refunds will be credited to the original method of payment with the exception of:

  • No receipt or tag: Receive a charming charlie gift card for the current selling price of the item at the time of return.
  • Purchases of gift cards: All purchases of gift cards are final. Gift cards, including gift cards given for returned merchandise, cannot be returned, exchanged or redeemed for cash (unless required by state law), and cannot be replaced if lost or stolen.
  • PayPal purchases: Returns made in-store with PayPal as the original form of payment will receive a refund tendered in the form of any major credit card.

What is the return policy?

Returned merchandise must include the original receipt/packing slip and tags in order to receive a refund to the original form of payment.

Have you received my return orders?

You can track your returned merchandise by logging into your account or calling Customer Care at 1-888-675-2275.

I lost my return tracking slip, can I still return?

No receipt or tag? You can receive a charming charlie gift card for the current selling price of the item at the time of the return.

My refund amount doesn’t seem right, can we fix this?

If you have any questions or concerns regarding your return please contact Customer Care via phone at 1-888-675-2275, 9am – 9pm EST, or email customerservice@charmingcharlie.com.

What about gift card returns?

All purchases of gift cards are final. Gift cards, including gift cards given for returned merchandise, cannot be returned, exchanged or redeemed for cash (unless required by state law), and cannot be replaced if lost or stolen.

I received a gift and want to return it, what do I need to bring?

Your gift receipt can be used for your return and we will issue a charming charlie gift card in exchange for your gift return.

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Shopping

Why is the pricing in-store different from the pricing online?

The pricing structure in our Canada stores has recently been modified to support the existing currency exchange rate.

The item I want is out of stock. Will you be getting more?

We try to carry as much great merchandise as possible, but sometimes things sell out quick! You can contact Customer Care, but unfortunately we may not be able to give you any specific details beside low, medium, or high inventory on any given item.

Do I have to create an account to shop charming charlie?

You have the option to shop as a guest and create an account if you choose.

What is a wish list?

A wish list allows you to save products without adding them to your current shopping bag to purchase immediately. When you are ready to purchase a product in your wish list, you can move it from the Wish List to your Shopping Bag and then Checkout.

How do I create a wish list?

You must create an account to save your wish list and access it on return visits to the website.

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My Account

How do I set up an online account?

Visit www.charmingcharlie.com, click the My Account link in the top navigation, and then register a new account. Presto! If you have any issues, please contact us.

I forgot my password, how do I reset it?

Visit www.charmingcharlie.com, click the My Account link in the top navigation, and then click the Forgot Your Password? link. You’ll be asked to submit your account’s email address to reset your password.

I’m typing in my password, but I keep getting an error. Why?

Try resetting your password. Click the Forgot Your Password? link. You’ll be asked to submit your account’s email address to reset your password.

How do I update my email address or password?

Visit www.charmingcharlie.com, click the My Account link in the top navigation, and then sign in to your account. Go to the Account Information area of My Account to update your email or password.

How does the Loyalty Club work online?

Your Loyalty Club reward vouchers can be used or checked online. You need to create an account online and use the same phone number that was used to register your account in-store.

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Terms & Privacy

Is my credit card information secure when I order from the website?

Your details are safe with us! We are PCI compliant.

Can I order from this website if my cookies are disabled?

We promise, these cookies are a good thing. We use cookies to track your needs and wants on our charming charlie site so you may not be able to purchase if your cookies are disabled.

What browser works best with the charming charlie website?

We want to make sure you can browse as much as your heart desires, so the most recent versions of the following browsers are supported by our website: Internet Explorer, Safari, Chrome, and Firefox.

Why are images not displaying on your website?

You may have to clear your cache. If viewing issues persist, we may have some updates being made to the site. We apologize for any inconvenience.

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