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.
Production time
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Each piece is custom-embroidered to order. Please allow 24–48 hours for it to enter production. The full 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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Should you need to amend your initials or thread colour, please contact us as soon as possible at hello@charlottest.com. As each piece is custom-embroidered to order, modifications cannot always be guaranteed once production has begun, though we'll always check with our embroidery partners to see if it can be accommodated.
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. We'll work with our embroidery and delivery partners to identify the cause, and where fault is confirmed, we'll arrange a replacement.
Shipping
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We offer domestic and international shipping to most destinations worldwide. 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. Please note we are not currently shipping to the United States.
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.