Charlotte to Paris: Terms of Service

Purchase & Order Fulfillment Process

Purchase Email Confirmation 

Customers will receive an automated purchase confirmation email upon successful completion of a purchase transaction on the Charlotte to Paris website. If you do not receive a purchase confirmation email, please double-check any sub-folders in your inbox (including promotions, updates, and spam folders). If you need further assistance, please contact lauren@charlottetoparis.com. Please expect a response within two business days.

Fulfillment Email Notification

Customers will also receive a fulfillment email when their product has been either digitally delivered or shipped (physical products).

Digital Products (e.g. Guidebooks): customers will receive a fulfillment email to the same email address as the purchaser within 15 minutes of purchase. This email will include a download link for the digital product. If you do not receive a fulfillment email within 15 minutes of the purchase of a digital product, please double-check any sub-folders in your inbox (including promotions, updates, and spam folders). If you need further assistance, please contact lauren@charlottetoparis.com. Please expect a response within two business days.

Physical Products (artwork): customers will receive a fulfillment email to the same email address as the purchaser once their artwork has been custom printed, packaged and prepared for shipment. This email fulfillment notification will include the shipment tracking information and link to either the USPS or UPS tracking system. Please review the Delivery & Shipping Policies for more information about shipping and delivery timelines. If you do not receive a fulfillment email within 7 business days after purchasing artwork, please double-check any sub-folders in your inbox (including promotions, updates, and spam folders). If you need further assistance, please contact lauren@charlottetoparis.com. Please expect a response within two business days.

Returns

Physical Products (Artwork)

Charlotte to Paris accepts returns on physical products for full refund, less original shipping costs and a 30% restocking fee, as artwork is custom printed on-demand.

Undamaged Artwork: If you would like to return undamaged artwork, please send an email within 7 days of receipt of your purchase. Returns require authorization by Charlotte to Paris.

Damaged Artwork: Please inspect your artwork upon reception. If the artwork was damaged during shipping, please send an email to Charlotte to Paris to discuss next steps (return of product, and refund or replacement options). Please take a photo as well.

International Artwork Orders: International artwork orders are also refundable following the conditions above; however, the customer is responsible for paying return shipping costs for all international orders. By placing a physical product (artwork) order with Charlotte to Paris, all international customers agree to these terms.

Digital Products (Guidebooks)

If you are unhappy with your digital products, please email within 7 days of purchase. See Refunds policy below.

Gift Cards

Gift Card sales are final - they are not refundable nor returnable.

Refunds 

Physical Products (Artwork):

A refund, less original shipping costs and a 30% restocking fee, will be issued for undamaged artwork, if shipped back to Charlotte to Paris within 7 days of return authorization. Customers based in the US & Canada will also be refunded for their return shipping costs (at the shipping speed documented by Charlotte to Paris in the return authorization email). Full refunds or replacements for artwork damaged in shipping will be determined on a case-by-case basis, with an effort to replace whenever possible.

Charlotte to Paris will notify you via email once the return is received and reviewed - please allow up to 14 days for return processing (after return receipt date). Once approved, your original payment method will be refunded. If you would like to return artwork, please send an email to Charlotte to Paris to discuss next steps (return of product, and refund or replacement options).

Digital Products (Guidebooks)

Digital Guidebooks are not refundable. However, Charlotte to Paris will work to determine if a different digital product or shop credit is suitable in lieu of a refund. Requests for replacement or shop credit for digital products (Guidebooks) will be reviewed and authorized by Charlotte to Paris on a case-by-case basis. If you are unhappy with your digital products, please email within 7 days of purchase. Please allow up to 7 days for processing the replacement or shop credit.

Gift Cards

Gift Card sales are final - they are not refundable nor returnable.

Custom Travel Planning Terms Of Service

Travel Planning Services (“Bespoke” Or “Custom” City Explorer Packages)

Custom travel planning services are fully refundable within five (5) days of purchase. Custom travel planning services are 50% refundable within ten (10) days of purchase. After this period, travel planning services are not refundable.

If you are unhappy with your custom travel planning service, please send an email to discuss refunds based on the schedule outlined above.

Refund Processing Timeline

Please allow up to 7 days for a response to your refund/replacement request email.

Physical product replacements/refunds: please allow up to 14 days for product refund or replacement processing after the authorized return was received by Charlotte to Paris.

Digital product replacements or credits: please allow up to 7 days for replacement or store credit processing after request authorization.

Custom travel planning service refunds: please allow up to 7 days for refund processing after request authorization.

Additional Customer Service Information

Please direct any additional customer service questions, problems, complaints or feedback about your purchase to Lauren Gibson at lauren@charlottetoparis.com. Please expect a response confirming receipt of your email within two business days. Resolution timing will be communicated to you via email based on the case-by-case nature of the request.