Shipping & Support
Each piece is made to order with the help of our specialist embroidery partners in New Zealand.
Here is everything you need to know before and after your order arrives.
5
Production & delivery time
1
Each Charlotte St. piece is custom-embroidered to order and typically takes 5 business days to produce. During peak periods, this may extend to up to 10 business days.
Once your order is completed, it is carefully dispatched from our embroidery partners in New Zealand, and a tracking number will be emailed to you at the time of shipping.
We currently ship within New Zealand only. International shipping is not yet available. Delivery times within New Zealand vary depending on your location. Any customs duties, taxes or import charges (if applicable) remain the responsibility of the recipient.
Order not received
Order updates
2
As each item is custom-made, we are unable to accommodate changes once an order has been placed, as production may begin shortly after checkout.
If something’s not right
3
We’re unable to accept returns or exchanges for change of mind purchases, as personalised embroidery prevents items from being restocked. This does not affect your rights under New Zealand consumer law.
If your order arrives damaged or incorrect, please contact us within 48 hours of delivery at hello@charlottest.com including your order number, a description of the issue and clear photos of the product and packaging. We will review the issue with our embroidery and fulfilment partners and where a fault is confirmed, arrange a replacement or appropriate resolution.
Product care
4
AIf your order hasn't arrived, we recommend first checking the tracking link included in your dispatch confirmation email.
If your tracking shows your parcel has been delivered, please check around your property, with other members of your household and with neighbours where appropriate.
If you're still unable to locate your order, please contact us at hello@charlottest.com with your order number. We'll work with our fulfilment and courier partners to investigate and keep you updated throughout the process.
Crafted from 100% organic cotton, our fabric is designed for longevity.
Machine wash cold with like colours on a gentle cycle using mild, plant-based detergents where possible. Avoid bleach, harsh chemicals and high heat. Line dry to preserve the fabric and embroidery, or tumble dry on a low setting.