To check the status of your order, please check your email associated with you order. You will receive a link where you can check the status of your order together with your shipping confirmation and tracking number. You may also click here, to direct you to track order link. Make sure you have your order number or tracking number with you.

Mobile: Click MENU icon on the top left corner of the home page and click Sign in / Log In. If you don't have an account with us, you may create an account by clicking Sign up. Desktop: Go to Home page and click Sign in/ Log in on the top right corner and click Sign in / Log In. If you don't have an account with us, you may create an account by clicking Sign up. You can also go directly to this URL: https://www.charmpaolo.com/

Mobile: Please click MENU icon at the upper left corner of the homepage then click Sign in/Log in. On the account Sign in/Log in page, click Forgot password and a notification will prompt asking for your email associated to your Charm & Paolo London account. A recovery email with instructions on how to reset the account password will be emailed to you. Please check your email inbox or spam folder for further instructions. Desktop: Please go to Account Login page on the upper right corner of the homepage, click Forgot password and a notification will prompt asking for your email associated to your Charm & Paolo London account. A recovery email with instructions on how to reset the account password will be emailed to you. Please check your email inbox or spam folder for further instructions.

You can send us an email within 12 hours from your purchase at hello@charmpaolo.com. Please prepare your order number and take note of the Subject email that corresponds with your request (see example below) so we can attend to your request immediately. Example: Subj: Request shipping modification (#12345) Subj: Cancel order request (#12345) We can modify your requests or if needed to cancel, as long as the order has not shipped yet. Please be mindful that we process and complete your order as soon as our system has the confirmation. Please contact our customer service team as soon as possible or if you did not get any confirmation within 16 hours from the time you placed your order. *We cannot guarantee that we will be able to cancel or modify your request, but our team will try our best to accommodate all of our customers requests.

We release Pre-order items in our website to offer a way to reserve an upcoming product in advance, with the understanding that it will ship at a later date than when you placed the purchase. Payment is due at the time of purchase, and you will receive a shipping notification once the order is on its way to you. * Pre-order takes 15-45 days estimated delivery time and may be subject to change. If there will be any changes to the expected ship date on your order, we’ll notify you via email.

Marketing emails: Go to your email, find any email marketing from CHARM & PAOLO London that you received. Every marketing email there will be a Unsubscribe link at the bottom of the page. Please click the Unsubscribe link to adjust the frequency you'd like to hear from us or to remove your email from our mailing list. Marketing Text/SMS messages: On you mobile phone, Please find the latest marketing text message you received from CHARM & PAOLO London. Click on the message and send a text reply with the word STOP to unsubscribe.

CANVAS Use a mild fabric cleaner like a small amount of detergent or gentle soap mixed with water as a cleaning solution. Scrub the surface using a brush or sponge to remove dirt particles. Use commercially available liquids to remove tough stains. Store your bag properly with our dust bag and avoid excessive heat exposure. WAXED CANVAS Use a small amount of mild soap (Not detergent) with cold water and gently scrub dirt away with a bristled brush or sponge. Spray a cold water for additional cleaning. Do not try to clean with hot water. Allow to air dry. Do not dry clean, do not put in a dryer or machine wash. Avoid extreme heat exposure as it will break down the wax coating. If needed, spray the waxed canvas with cold water for additional cleaning. Using your waxed canvas bag outdoor might cause material softening and it is normal. It will be back at rooms temperature but don’t leave direct prolong exposure to heat. Re-wax when needed by using canvas wax. VEGAN LEATHER Use a soft cloth or non-alcohol based wet wipes to remove shallow stains and dirt particles for smooth vegan leathers. Use a dampened brush or sponge for textured leather like pebble leathers and gentle clean between the grooves. Avoid using an abrasive cloth or harsh cleaning products as they can damage the surface. For stains like ink, a damp cloth and warm, soapy water and leather cleaners on hand to remove. Store your bag properly with our dust bag and avoid excessive heat exposure. Excessive heat can lead to discoloration or premature softening of leather that can compromise its durability and form. To protect it and to keep your bag looking new even more, use a soft cloth and gently rub the vegan leather with a small amount commercial leather conditioner.

UK Shipping: Total purchase over £100 Free Standard shipping Estimated delivery time: 3-5 business days Total purchase below £100 Standard shipping for £3.99 Estimated delivery time: 3-5 business days Note that CHARM & PAOLO London is not responsible for lost items once a package has been delivered or signed for. UK Returns & Exchange: We offer complimentary returns & exchange within 15 days upon delivery, any item(s) purchased from our website: www.charmpaolo.com or from the day you received your item from one of our Pop-up Shop event. Return item(s) will undergo a review for eligible refunds that may take 3 to 15 business days refund process. Item(s) received as a gift is eligible for free return but can only be exchanged with an item with the same value or a higher value (customer must pay any difference in price). All item(s) to be returned should be in perfect condition, sealed with original packaging, original invoice and certificates. Returning a product is free. You may return the item(s) using our pre-paid return labels that we will send via email from our third party carrier for UK, USA and International return shipping. ​ *Custom made products cannot be returned for exchange or refund. Any item(s) purchased from a third party will not be accommodated. UK RETURN SHIPPING ADDRESS: 114E Earlham Grove, E7 9AS London, United Kingdom HOW TO MAKE A RETURN 1.) Email us at hello@charmpaolo.com ​ 2.) Please indicate on the SUBJECT line that corresponds with your return issue: RETURN & EXCHANGE (Your Order Number) RETURN & REFUND (Your Order Number) ​ Example: Email Subj: RETURN & EXCHANGE (#12345) ​ 3.) Prepare your package with its original packaging and receipt. 4.) Wait for the shipping label to be emailed to you within 24hrs. 5.) Print the return label and read carefully the instruction that was emailed to you. 6.) Attach the pre-paid label on the packaging box (make sure to remove or cover any old address labels) 6.) Drop off your package or request pickup service if available. ​ If you did not get any response within 48hrs. Please contact us with your order number ready. Customer Care

USA Shipping: Total purchase over 120 Free Standard shipping Estimated delivery time: 5-8 business days Priority Shipping for $25 Estimated delivery time: 3-5 business days Express Shipping for $35 Estimated delivery time: 1-2 business days Total purchase below 120 Standard shipping for $15 Estimated delivery time: 5-8 business days Priority Shipping for $25 Estimated delivery time: 3-5 business days Express Shipping for $35 Estimated delivery time: 1-2 business days Note that CHARM & PAOLO London is not responsible for lost items once a package has been delivered or signed for. USA Returns & Exchange: We offer complimentary returns & exchange within 15 days upon delivery, any item(s) purchased from our website: www.charmpaolo.com or from the day you received your item from one of our Pop-up Shop event. Return item(s) will undergo a review for eligible refunds that may take 3 to 15 business days refund process. Item(s) received as a gift is eligible for free return but can only be exchanged with an item with the same value or a higher value (customer must pay any difference in price). All item(s) to be returned should be in perfect condition, sealed with original packaging, original invoice and certificates. Returning a product is free. You may return the item(s) using our return pre-paid labels that we will send via email from our third party carrier for UK, USA and International return shipping. ​ *Custom made products cannot be returned for exchange or refund. Any item(s) purchased from a third party will not be accommodated. USA RETURN SHIPPING ADDRESS: 2020 Maltby Rd, Ste 7, PMB 291 Bothell, WA 98021 HOW TO MAKE A RETURN 1.) Email us at hello@charmpaolo.com ​ 2.) Please indicate on the SUBJECT line that corresponds with your return issue: RETURN & EXCHANGE (Your Order Number) RETURN & REFUND (Your Order Number) ​ Example: Email Subj: RETURN & EXCHANGE (#12345) ​ 3.) Prepare your package with its original packaging and receipt. 4.) Wait for the shipping label to be emailed to you within 24hrs. 5.) Print the return label and read carefully the instruction that was emailed to you. 6.) Attach the pre-paid label on the packaging box (make sure to remove or cover any old address labels) 6.) Drop off your package or request pickup service if available. ​ If you did not get any response within 48hrs. Please contact us with your order number ready. Customer Care

International Shipping: Total purchase over $120/ £100 Free International standard shipping (Taxes & duties included) Estimated delivery time: 7-14 business days Total purchase below $120/ £100 International standard shipping (Taxes & duties included) for £40 (GBP) / $50 (USD) Estimated delivery time: 7-14 business days We currently do not ship to Russia. Note that CHARM & PAOLO London is not responsible for lost items once a package has been delivered or signed for. International Returns & Exchange: We offer complimentary returns & exchange within 15 days upon delivery, any item(s) purchased from our website: www.charmpaolo.com or from the day you received your item from one of our Pop-up Shop event. Return item(s) will undergo a review for eligible refunds that may take 3 to 15 business days refund process. Item(s) received as a gift is eligible for free return but can only be exchanged with an item with the same value or a higher value (customer must pay any difference in price). All item(s) to be returned should be in perfect condition, sealed with original packaging, original invoice and certificates. Returning a product is free. You may return the item(s) using our return pre-paid labels that we will send via email from our third party carrier for UK, USA and International return shipping. ​ *Custom made products cannot be returned for exchange or refund. Any item(s) purchased from a third party will not be accommodated. UK RETURN SHIPPING ADDRESS: 114E Earlham Grove, E7 9AS London, United Kingdom USA RETURN SHIPPING ADDRESS: 2020 Maltby Rd, Ste 7, PMB 291 Bothell, WA 98021 HOW TO MAKE A RETURN 1.) Email us at hello@charmpaolo.com ​ 2.) Please indicate on the SUBJECT line that corresponds with your return issue: RETURN & EXCHANGE (Your Order Number) RETURN & REFUND (Your Order Number) ​ Example: Email Subj: RETURN & EXCHANGE (#12345) ​ 3.) Prepare your package with its original packaging and receipt. 4.) Wait for the shipping label to be emailed to you within 24hrs. 5.) Print the return label and read carefully the instruction that was emailed to you. 6.) Attach the pre-paid label on the packaging box (make sure to remove or cover any old address labels) 6.) Drop off your package or request pickup service if available. ​ If you did not get any response within 48hrs. Please contact us with your order number ready. Customer Care

We have a wide variety of payment methods. We accept cards and installment plans partnered with Klarna and Paypal.

Refund process takes 3-15 business days from the time you received a confirmation of your refund via email. If it is more than 30 days and you haven't received any refund confirmation from us please contact customer care with your case number ready. If you haven't received any refund more than 30days after you received the refund confirmation from us, please call your bank associated with the payment method you have used.

We are happy to hear from you and be part of our growing family! We have program perks and to know more about it kindly email us with the appropriate Subject email at connect@charmpaolo.co.uk Subj: BRAND AMABASSADOR ( Your Name)

We are happy to welcome you! Yes, you as an Artist! We are currently in search of Artists around the world. We support aspiring artist and established artist. Please feel free to email us at connect@charmpaolo.co.uk with appropriate Subject email (see below example) to showcase your art and tell more about yourself. If you have a social media or websites please send us a link. Our curators are excited to meet and work with you! Subj: ARTIST (Your Name, Country)