Below you will find a number of frequently asked questions which will hopefully assist you with your query. If you don't find what you are looking for, please contact us at enquiries@charlotterhys.co.za or call +27 21 702 1338

Shopping

What is your returns policy?

Information on our returns policy is coming soon.

What methods of payment are accepted?

You can pay for your order online using a Visa or Mastercard credit card. Unfortunately we do not accept debit cards or gift vouchers for online purchases.

What if I can't find the product I'm looking for?

If the product you wish to purchase is either shown as out of stock or is not part of our online catalogue, please try your nearest Charlotte Rhys store - click here to find your nearest branch. Alternatively, please contact us at enquiries@charlotterhys.co.za or call +27 21 702 1338 and we will arrange for it to be sent to you.

How do you protect my personal and credit card information?

All of the information you enter when making a purchase is encrypted so that it is protected as it travels over the internet. If you think your credit or debit card has been used fraudulently, you must notify your card provider in accordance with its reporting rules and procedures. For information on how we use any personal information you give, please read our privacy policy.

When will my debit or credit card be debited?

As you advance through the checkout process, you will be asked to enter all the billing, delivery and order information and then your payment details. Once complete, you click the 'Purchase' button and your card will then be debited, subject to card approval.

Delivery

What delivery options are available?

South Africa: guaranteed courier
Rest of the World: registered air or sea freight

Where can I have my purchase delivered and how much will it cost?

We ship door-to-door to every corner of the globe. Costs vary according to region, total shipment weight and delivery method. When you have added items to your shopping bag, simply select a shipping region and method from the drop-down to see how much your shipping costs will be.

There is a problem with my order, what should I do?

If you believe the order is late and you have not yet received notification from the courier or delivery company, please email us at enquiries@charlotterhys.co.za or call +27 21 702 1338, and one of our customer services consultants will assist you. Please also contact us if you did not receive the correct products or you believe them to be damaged or otherwise unsatisfactory.

Security

How do you use the personal information that I supply?

At the point of registering to use the online shop, you will have the opportunity to opt-in to our newsletter by ticking a check box. If you choose to do so, we will add you to our email database to which we send a regular newsletter informing you of our latest news, new products and promotions.

If you wish to stop receiving this newsletter please use the unsubscribe link in the footer of the email. Alternatively please contact our customer services team at enquiries@charlotterhys.co.za or call +27 21 702 1338 who can update your communication preferences or remove you from our mailing list. For further information, please read our privacy policy.

How do you protect my personal and credit card information?

All of the information you enter when making a purchase is encrypted so that it is protected as it travels over the internet. If you think your credit or debit card has been used fraudulently, you must notify your card provider in accordance with its reporting rules and procedures. For information on how we use any personal information you give, please read our privacy policy.