The company Service Srl, owner of the Charlotte’s Dress brand, with registered office in via Dania n. 8, 15076 Ovada (AL) intends to guarantee complete customer satisfaction.
If for any reason the customer is not satisfied with the order, or in the unfortunate event that products were delivered and they do not comply with the requirements, pursuant to Art. 52 of Legislative Decree no. 206/2005, as amended by Legislative Decree 21/2014, the Customer has the right to withdraw from the purchase contract for any reason, without the need to provide explanations and without any penalty, within the term of fourteen (14) days starting from the receipt of goods.

To exercise this right, the Customer must send an explicit request for withdrawal at the following e-mail: customercare@charlottesdress.com , indicating which products he wants to return and the order number (you can find it in the order report e-mail). To this end, the customer can optionally use the model of withdrawal made available at the following link withdrawal form.  Once the request I received, the Customer Assistance Office will send the buyer a written confirmation containing the return authorization form.  The authorization to return the product will not constitute in any way recognition of non-conformity, whose existence must be ascertained by us after the return.



In accordance with the art. 57 of the Consumer Code, once the return authorization has been approved, the products to be returned must be delivered to the carrier within fourteen (14) days from the date on which the Customer informed the Seller of his decision to withdraw from the contract, to our logistics office:

Charlotte’s Dress by Service srl

Spalto Marengo n.44,

15121 Alessandria (AL) Italy

The cost of the return, which are the one for the return of the purchased products to the Seller, are on the Customer, that can use the carrier that he prefers to ship back the return.

ATTENTION: the package containing the returned items is under the responsibility of the customer until it is delivered to our warehouses. This means that the seller cannot be held responsible for any loss, damage due to bad packaging, or delay in delivering the returned items.

If the Customer decides to use one of our carriers, the costs of the service will be deducted from the refund of the products.

In the event that the return is due to a shipping error made by charlottesdress.com, the collection costs are borne by the company.



You can return an item purchased on charlottesdress.com only if it is in the same condition in which it was received. The customer must therefore make sure that:

-The article has not undergone any modifications.

-The article has not been soiled, suffered any damage during the test or has been washed.

-The item must be returned including all the original labels, packaging and accessories (hangers, dustbags) eventually received with the order.

-The returned item must not show any obvious sign of use, if not those compatible with the  performance of a normal article test (it must not bear tracks of prolonged use or however exceeding the required time for a test and shall not be in was such to not allow the resale).

The returned goods will not be accepted, if the return does not comply with all the terms and conditions of the return policy. In this case the goods will be returned to the sender at the original shipping address, charging for any expenses incurred.



In accordance with the art. 59 of the Consumer Code, tailored or customized products, to particular or specific requests, as per law terms, cannot be returned.



If the right of withdrawal will be exercised in accordance with the above, Service Srl will undertake to fully refund the price of the item purchased, solely remaining to be paid by the customer the costs of return and any expenses related to customs duties, if the goods are delivered from an extra -cee country, within  14 days from the date of receipt of the return of the product on site.

IMPORTANT: For orders outside the European Union
If the order has been delivered to a country outside the European Union, customs fees and taxes will not be reimbursed by Monnalisa but will be deducted from the credit or reimbursement

Refunds will be made using the same payment method as the purchase. Charlotte’s Dress by Service Srl will send an e-mail of notification once the refund has been made. Cash on delivery orders will be refund by bank transfer.

On request, the Customer can benefit from a purchase voucher equal to the amount of the returned item, which can be used within 90 days.



It is possible to replace an item purchased on our site with another piece of the same item of different color and/or size, at the latest within 14 days by the receipt of the same.

The substitution therefore, are subject to the availability of the products in stock.

To request the permission to change the size, the customer must send an explicit request by e-mail to customercare@charlottesdress.com , filling out the form available at the following link exchange form. The customer, once received from the customer service office the authorization for the change, must send to the seller the products to be replaced within (14) days from the day in which informs him the decision to replace the products.

The product to be replaced must be returned in the same conditions in which it was received and that is in a perfect state of conservation, complete with all its elements, unused, provided with the original packaging, labels and tags still attached on the product.

If all conditions listed above are complied with, we will  deliver the replacement item within 8 working days from the receipt of the goods to be replaced.

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