If you received an item and it's the wrong size or you don't like it, please return it to the address on the package. You must return the item within 14 days of you receiving with the original tags still attached and also in the Charlies Project bag the item was shipped in. To ship it, you can simply sent it First Class as that is normally the cheapest option. Please also include a note stating what you would like to exchange the item for or or if you would like a credit. We do not do refunds on items, only exchanges for the same item in another size or credit to use toward other items.
If you choose a different size or item, we will ship right away if we have it in stock. If we don't have it in stock, we will order it right away and get it shipped to you when it arrives. If you choose credit, we will send you an email with a one time use code for the amount to be applied on your next purchase.
Due to the nature of the product, we are unable to accept any returns of face masks as they cannot be resold after leaving the warehouse from Charlie's Project. If you receive a mask and it's defective, we can send you a replacement mask. If we are out of the mask, we will then allow you to choose one that we have in stock and get that shipped out to you. We must have a photo of the defect in the mask in order to process that replacement.
When a refund is requested, we send the refund immediately, but the customer's bank will take some time to actually process it. This is entirely dependant on their bank. It usually takes around 3-5 days but can take up to 10 days for it to process. In order to find out exactly how long it will take, you would need to contact your bank for their processing time.
**A refund can only be sent to the original payment method. If a customer no longer has access to that payment method, then they need to contact the bank or agency for the original payment method to claim the funds after the refund is sent.
All orders are shipped when all the pieces of the order are in stock to save on shipping costs. If an item has a ship date on it and you need items in the order faster than that date, you will have to place separate orders to ensure the items arrive on time. Charlie's Project does all the shipping and this is the policy they use for all customers so we have to adhere to their policy for this.