Shipping / Returns
We offer worldwide shipping. Whenever possible we use a local logistics service to keep shipping costs as low as possible. As for deliveries to countries other than Malaysia, we use Aramex or DHL provided by the 3rd Delivery Partner "Easyparcel" for monitoring and ensurance.
Orders will be shipped within 48 hours (of a business day) to the shipping address provided at checkout. You will receive a notification email with details on how to track your parcel’s progress. If you wish for your order to be sent elsewhere, kindly email us as soon as the order has been placed, and we will make the necessary amendments.
Each order is carefully inspected and packaged within a gift box, for your convenience. As part of our go green plan, your receipt is sent via email and not included within the parcel.
There are flat rate delivery charges for orders under a certain amount from different currencies & countries. Please refer to the table below for details.
|Min. Amount for Free Shipping|
|Malaysia||10 / 4 / 3||100 / 35 / 25|
|Singapore||37 / 15 / 9||250 / 70 / 70|
|Brunei||37 / 15 / 9||250 / 70 / 70|
|Countries||Shipping Cost. (USD)||Min. Amount for Free Shipping (USD)|
|United Kingdom, Northern Ireland||$18||$70|
Rates and shipping timelines are shown in the table above are effective from April 2019. Please note that price may be affected/different due to the currency exchange rate by the payment gateway, please contact our customer service if you need any further assistance on this matter.
Delivery Est. Time
Overall a package shouldn't take more than 5 business days for Asia & South East Asia Countries, 5-8 business days to arrive and typical shipping times to the U.K., North America, Europe, Africa and Australasia. You may refer to this link for further details on the estimation time.
Specific countries may experience longer delivery periods due to delays at customs and an additional period may have to be allowed. Unfortunately, we will not responsible for delays in delivery due to events beyond our control, labour strikes, transportation failures or acts of nature.
If you have Pre-ordered item/s within your order, the process of waiting wouldn't take longer than 10 - 15 working days and may be longer for some rural areas or outside Malaysia. The whole order will be placed on hold and shipped altogether when the item/s is back in stock.
All orders are carefully packaged and checked before shipping. Great care is taken to ensure that all images and information provided are accurate and as close as possible to the actual item. Note we are only able to provide refunds in limited circumstances.
Credits or exchanges are only offered in certain circumstances where reasonable but do contact us with your request within 48 hours of receiving your order so we can resolve any issues efficiently. Exchanges will need to be shipped back to us within 30 days of receipt.
Items that are priced at 30% off or more upon checkout are considered FINAL SALE items and are not eligible for an exchange or store credit. Earrings are not eligible for an exchange or store credit due to hygiene purposes.
Note that the cost of the return parcel will be borne by the customer. We recommend shipping the parcel with the most cost-effective shipping that is available, which includes tracking.
If you have any additional questions or problems, please do not hesitate to email us at [email protected]cnlcollections.com. We are more than happy to help and will make every effort to respond as soon as possible.Returned Items
If you have spoken with a member of our support team and a return is applicable on the item you have purchased, all items must be sent to our return address in their original unused condition. If an item has been received damaged you must inform us before returning your items as it is the customers' responsibility to ensure all items are returned in a working and resalable condition. Included in your return you must state your name and order ID.
Refunds (if applicable)
Once your return (if applicable) is received and inspected, we will send you an email to notify you that we have received your returned item. Your refund (credits or exchanges) will be processed within 3-5 business days. Shipping charges are non-refundable.
Return Shipping Costs
Customers are responsible for paying their own shipping costs when returning an item.
Please note our items are shipped from our warehouse in Asia which potentially could incur import taxes. The value paid by customers on promotional items is however normally lower than most countries import tax threshold although in a scenario where taxes have applied the customer is responsible for all fees/taxes.
Please ensure all orders on our website are correct as they are immediately passed to our processing team to prepare your delivery. Once an order is submitted we are unable to cancel your order.
An amount of Delivery Fee will be charged for refused shipments according to the price on Shipping Cost Cart. Please note that shipping charges are non-refundable.
Customers are responsible for ensuring they have entered the correct delivery address. Your items will be sent to the exact delivery address stated on your order and if this is incorrect or your address is changed within the estimated delivery time we, unfortunately, cannot reimburse you if your order does not make its way to you.
If you have made a mistake when ordering an item please get in touch and we will endeavour to update your delivery address if your item(s) have not been dispatched.
If an item is ordered to an address accessible by other people such as a workplace or shared accommodation (e.g. university halls of residence), you are responsible for collecting all items and Charlie & Lola's will not cover any stolen or missing items in such a scenario.
Last updated: 20/5/21