Shipping & Support
Each piece is made to order with the help of our specialist embroidery partners in New Zealand.
Production, shipping and care details are outlined below.
Production time
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Each piece is custom-embroidered to order. Please allow 24–48 hours for your order to enter production. The full production process, including embroidery, quality checks and packaging, typically takes up to 7 business days. During peak periods, timelines may be slightly extended.
Once your order has been completed and dispatched, you’ll receive a shipping confirmation email with tracking details.
Order updates
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If you need to update your order, please contact us as soon as possible at hello@charlottest.com. As each piece is made to order, production begins shortly after purchase and changes are not always possible. While we’ll always do our best to accommodate requests, we’re unable to guarantee modifications once your order has been placed.
If something’s not right
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If your order arrives damaged or incorrect, please contact us within 48 hours of delivery at hello@charlottest.com. Please include your order number, a brief description of the issue, and clear photos of the product and its packaging so we can review this with our delivery partners. We’re only able to assist with items that arrive damaged or incorrect, and will happily arrange a replacement where this is the case.
Shipping
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We offer both domestic and international shipping. Delivery times and rates vary depending on your location. Once your order has shipped, you’ll receive tracking details so you can follow its journey.
Product Care
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Crafted from 100% organic cotton, each piece 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.