Return delivery is free of charge in the European Union.

Free return is not available for countries outside of the European Union. We recommend that you choose a shipment with a tracking number for your return.

There are no returns on sale* items including where discount codes have been used.

Refund on returned items will be accepted provided that:

  • use the DHL return slip included in your delivery
  • return your order within 14 days from when you received it
  • we can only accept returns where the shoes are in perfect condition. To avoid marking the soles, we kindly ask you to try the shoes on a clean and dry carpeted surface.
  • the returned items meet the requirements of our Returns Policy.

*ALL SALES FINAL. Please note that there are no refunds, no returns and no exchanges on sale items, these include private sales where discount codes have been used. Festive sales are final, there are no refunds, no returns and no exchanges.


We will issue a refund on your returns providing that: the shoes are unworn and undamaged, in their original perfect condition complete with all their elements unused such as any attached reading material, labels and tags still on the product. Please ensure also the packaging is in its original condition.

Once we have received your return and we are satisfied it is in perfect condition, we will issue you a full refund. Where we cannot accept your return, we will contact you.

Unfortunately, MadCharlotte cannot provide refunds for lost or stolen packages after delivery. In the rare case of missing packages, please contact us at and we'll help you file a missing package claim with DHL.

GIFT CARDS are Non-Refundable.


If your purchase is not quite what you're looking for, you've got 14 days from when you received your order to have your items returned to us for a refund as long as they meet our Returns Policy.

Please note that MadCharlotte is not able to process automatic exchanges. If you need to exchange your purchase for another size or color, please note that we will first process your order as a return and then notify you once complete. We recommend then placing a new order.

There are no exchanges on sale* items including where discount codes have been used.


1. Inform MadCharlotte of your return via email specifying the reason for return and include your order number.

2. Prepare your parcel and visit to schedule a Pickup. Or take your parcel to your nearest DHL drop-off service point. Please ensure your parcel is well sealed.

3. Attach the return label to the outside of the box and remove any original shipping labels. If you'd like to track your return on the courier's site whilst it's on its way back, make a note of the tracking number on the label.

4. If you need any help with your return please contact us via email or by phone: +33 (0)6 47 97 94 72.

The 14 Day Policy

Our 14 day policy is to ensure shoes are returned to us as soon as possible so that at no time is stock withheld from you or our other customers who seek to purchase a particular size, color and style. 

If you believe you have received an order in unsatisfactory condition, or you are unclear about the returns policy above, please contact us as soon as possible at,