Shipping / Returns – Charlie & Lola's Collections
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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 insurance.

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 in the parcel.

Shipping Charges.

There are flat-rate delivery charges for orders under a certain amount from different countries. Please refer to the table below for details.

Countries
Shipping Cost (MYR)
Min. Amount for Free Shipping (MYR)
Malaysia
10
120
Outside Malaysia (International)
-


Starting from April 2022, the shipping cost of all international orders (outside Malaysia) will be assigned to 3rd party delivery platform Easyparcel International. Patrons may choose the delivery companies and pricing according to their preferences. Please refer to this link and you may see the pricing by various delivery companies after inserting the delivery address.

Please note that the 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 be responsible for delays in delivery due to events beyond our control, labor strikes, transportation failures, or acts of nature.

Same-Day Delivery (LALAMOVE):

Only selected areas within Klang Valley are eligible for same-day delivery. In the event of orders paid after 3PM, delivery will be made the next working day. You may check the cost when at the checkout.

Next-Day Delivery (LINE CLEAR/J&T EXPRESS): 

We offer an express next-day delivery service for West Malaysia addresses only. All orders received before 3 PM will ordinarily arrive on the following working day.

Scenario 1:  Orders placed on Friday, you will be receiving the parcel on Saturday or Monday.

Scenario 2:  Orders placed on Friday after the cut-off time, orders will be sent out on Monday and will arrive on Tuesday.

Scenario 3: Orders placed on Saturday/Sunday, orders will be sent out on Monday and will arrive on Tuesday.

Please ensure that the recipient is around to accept the delivery. Additional charges will be incurred for the second delivery attempt.

In the event of next-day delivery is not available in your area, we will try to find another delivery company. If there are no alternatives, we will use normal delivery and give you store credit for the difference in cost.

Pre-order Items.

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.
 

Returns & Exchange Policy

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.

Import Taxes

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.

Cancellations

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.

Refused Packages 

An amount of Delivery Fee will be charged for refused shipments according to the price on the shipping cost of the order address. Please note that shipping charges are non-refundable.  

Incorrect Addresses

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 endeavor to update your delivery address if your item(s) have not been dispatched.

Public/Shared Addresses

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: 1/2/23

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