Frequently Asked Questions
you can ask us (almost) everything
What are the payment options?
We accept the following methods of payment:
– credit cards (visa, mastercard)
– gift card
Please ensure that your billing name is entered exactly as it appears on your card. For the protection of our customers, transactions cannot be processed if billing information is not 100% accurate. Your card is not charged until the order ships. You may also purchase and redeem charlotte wooning gift cards via this site.
How do i check the status of my order or track a shipment?
Go to my account and enter your username and password. You can always e-mail us about the status of your order. We can also check your track and trace or provide you the code to trace your package.
Do you ship internationally?
yes! we ship worldwide! however, there are some locations we are unable to ship packages. if we cannot ship to your location, we will promptly contact you. Some products are unable to ship to certain locations due to licensure laws.
How do you ship packages?
Packages from our warehouse in rotterdam are shipped via several shipping companies, dependent on your location.
We mostly use DHL in the Netherlands, germany and Belgium.
Do you provide tracking information?
When your order is shipped you will receive the track & trace code.
How much does shipping cost?
The shipping cost varies per shipping adress. By adding products to your cart and accessing the cart page, you can instantly view the shipping charge prior to completing your order.
How long does shipping take?
This depents on your location, shipping within nl takes 1-2 workdays.
This is after production, wich can take up to 5 days.
European shipping takes 5-7 workdays. worldwide shipping takes 7-10 workdays.
Can i pay via bank transfer?
Yes. We can accept payments from any bank that is capable of making a transfer in euro to our dutch bank account. Wire transfer is possible.
Please contact us and tell us which product(s) you are interested in purchasing. We’ll send you an invoice, paypal invoice or payment link, once this is payed we will ship your order.
Can i cancel my order?
An order can be cancelled within 14 days. If you have received the order already you can return it within 30 days.
Can i change the details of an order i’ve already placed?
It is not possible to change the size, color, or version of a product you have already ordered. If you have ordered a regular, in-stock product and you would prefer a different size, color, or version, it may be possible to cancel your order. Please contact us immediately to prevent the original item from shipping. You can then place a new order for your preferred version of the product.
I want to purchase a product that is out of stock. how can i know when it will be back in stock?
Please contact us! We’d be happy to check the status of the product for you. We have in house production, so normally consider one week of production. Of course we will keep you updated on it’s status.
There is a product i would like to purchase, but you don’t sell it!
We’d like to hear about it! Please contact us.
The product i just purchased now says it is out of stock! Should i be worried?
There is no need to worry. Once you complete the checkout process, we produce your products right away.
My product arrived damaged. what should i do?
Please contact us right away, preferably within seven days of your package’s arrival. To best assist you, please include photos of the package and broken or damaged product(s).