FREQUENTLY ASKED QUESTIONS

 

How do I pick the right size for myself?

You will find a size guide for each of the products on our webshop. If you're still hesitating between two sizes or require further information, please feel free to send us an email at hello@ascotandcharlie.com or via our contact form. Of course if you find that the size does not fit upon receipt of your order, you can avail of a free exchange service within 14 days of receipt. 

Where are your products manufactured?

Our products are conceived and designed in Paris and Amsterdam. Our sneakers are handmade in Tuscany, Italy. Our ready to wear garments are made in Portugal and Italy. Our leather shoes and accessories are handmade in Spain. The factories we work with are all family owned businesses, who have years of production experience and a real expertise in craftsmanship.

When will my order be dispatched?

Our orders are typically dispatched the day after your order has been received (except weekends and bank holidays). Orders received before 10h30AM are usually dispatched the same day itself.

How can I track my order?

Once your order has been dispatched, you will receive a shipping confirmation with the tracking details. Should have any questions, we will be happy to assist : just drop us an email at hello@ascotandcharlie.com or via our contact form.

Do you offer free returns?

We offer a free exchange service (within 14 days of receipt) but we do not offer a free return service. Should you wish to make a final return, the freight is at your cost. We believe that a free return service encourages a culture of frequent over-consumption and abuse, which is not respectful for us a business or for the environment.

How do I exchange or return an order?

It's easy. If you would like to exchange or return an order, please contact us at hello@ascotandcharlie.com within 14 days of the receipt of your order. Whilst we provide a free exchange service, we do not provide free returns. We will of course provide you with all the details you need for the return, and process your refund within 3-5 working days of the receipt of your order (in good condition). For more information, please check our section Shipping and Returns

What payment methods are accepted?

We accept all major debit and credit cards : Maestro, Mastercard, Visa and American Express. Alternatively one can also pay via PayPal and ApplePay. All payments and personal card details are secured via Stripe Payments, and are compliant with the latest payment standards.

How do I use a discount code or credit on your webshop?

If you have a discount code or e-store credit, please fill in the code in the space provided at Checkout. The discount or credit will be automatically applied to your purchase.

Can I order or send someone a gift voucher?

We are currently working on developing our gift vouchers. Stay tuned!. 

Any other question or issue ?

Our team will be more than happy to assist you from 10h00 to 19h00 (from Monday to Friday) and from 10h30 to 13h30 (on Saturdays) with the exception of Bank Holidays. Feel free to drop us an email at any time  at hello@ascotandcharlie.com or via our contact form.