Orders
How can I reach customer service?
For all order and product inquiries, please contact shop@charlesleclerc.com.
Our support team is available Monday to Friday, 12pm-6pm CET excluding public holidays. We will endeavor to respond within 24 hours.
Please ensure to email from the email you made your order on, and include your order number in the subject. We cannot help you without your order number.
Can I change or cancel my order?
Once an order is placed, we’re unable to modify or cancel it. If you made a mistake, please contact shop@charlesleclerc.com as soon as possible and our team will do their best to assist.
Can I preorder an item?
Some products may be available for preorder. Estimated shipping dates will be displayed on the product page.
Shipping
Where do you ship from?
Orders placed in the EU, UK, Continental Europe and Middle East ship from the Netherlands. Orders placed in North America, South America and Asia ship from Illinois, United States.
Do you ship internationally?
Yes, we ship to many countries around the world. For orders outside of the EU or US, they are subject to customs and duties. We provide the option at checkout to choose these shipping rates for the smoothest experience.
We currently ship to the following countries.
European Union
Austria, Belgium, Bulgaria, Croatia, Czechia, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden
Rest of Europe
Albania, Andorra, Bosnia & Herzegovina, Georgia, Iceland, Liechtenstein, Moldova, Monaco, Montenegro, North Macedonia, Norway, San Marino, Serbia, Switzerland, Türkiye, Ukraine
United Kingdom
United Kingdom, Guernsey, Isle of Man, Jersey
Middle East
Bahrain, Jordan, Kuwait, Lebanon, Oman, Qatar, Saudi Arabia, United Arab Emirates
Asia
Armenia, China, Hong Kong SAR, India, Japan, Malaysia, Singapore, Azerbaijan, Taiwan, South Korea
Oceania
Australia, New Zealand
North America
Canada, United States, Mexico
Latin America
Argentina, Brazil, Chile, Colombia, Ecuador, Paraguay, Peru, Uruguay
How long will my order take to arrive?
Delivery times vary by region:
- EU: 2–5 business days
- UK: 4–7 business days
- US: 2–6 business days
- Rest of world: 7–12 business days
These are estimated transit times and may vary due to customs or carrier delays.
How can I track my order?
You’ll receive a shipping confirmation email with a tracking link once your order has been dispatched. Tracking updates may take up to 24 hours to appear.
Returns & Exchanges
What is the return policy?
Our goal is for every customer to be totally satisfied with their purchase. If this isn’t the case, let us know and we’ll do our best to work with you to make it right.
We offer returns within 14 days of delivery. Items must be unworn, in original packaging, and include all tags.
To begin a return, contact shop@charlesleclerc.com before sending your item back.
Do you accept exchanges?
We do not process direct exchanges. Please return your item for a refund and place a new order once your return has been approved.
Are sale items returnable?
All sale items and gift cards are final sale and cannot be returned or exchanged.
Duties & Taxes
Will I need to pay customs fees?
Customs duties and taxes depend on your delivery country.
At checkout, we will clearly show whether duties and taxes are:
- Included in your order total (Delivered Duty Paid – DDP), or
- Charged separately by your local customs office on delivery (Delivered At Place – DAP)
This varies by destination and carrier availability and is displayed in the shipping rates.
For countries outside the EU and the US, customs fees may apply if DDP is not chosen at checkout or offered for your location. These charges are set by local authorities and are non-refundable.
We work hard to minimize the fees you incur and will continue to optimize this experience in the future.
Duties & Taxes on Returns
For international orders, duties and taxes are not refundable for returns.
If duties and taxes were included in your order total (DDP), these fees are paid to local customs and are non-refundable when an order is returned. Your refund will cover the product price only.
For customers in the European Union, VAT is always refunded for eligible returns.
Shipping costs are non-refundable unless your item arrived damaged or incorrect.
Product & Care
How should I care for my pieces?
Care instructions are included on the product label. We recommend washing items inside out at low temperatures and avoiding tumble drying where possible.
Knit pieces should be cared for MUCH MORE gently and dry cleaned when possible.
Will sold-out items be restocked?
Most collections are produced in limited quantities and will not be restocked. You can sign up for notifications to be the first to know if an item returns.
How do I know how my products will fit?
We've provided size guides where possible. Currently, we make products from XS to XXL.
To help you decide, we've included our model size and height to help you know its right.
- Andreis is 6′0" (183 cm) with a 28" (71 cm) waist wearing a Medium.
- Vivian is 5′9" (174 cm) with a 25" (64 cm) waist wearing a Small.
Check the size measurements before ordering!