Refund policy

5.2 Return Policy
Last updated: June 4, 2026

At Margot & Pearl Charleston, we do everything we can to keep our customers satisfied. However, it may happen that you wish to return a product. Below, we clearly explain our return policy. We are happy to think along with you — if in doubt, please always contact us first at margotandpearlcharleston@outlook.com.

1. How We Operate
Margot & Pearl Charleston operates using a direct-from-supplier model. To reduce waste and lower our CO₂ emissions, we do not hold large amounts of stock: items that are not in stock are shipped directly from our supplier (located in China). This means that returns must also be sent to our supplier’s return address in China.

2. Return Period and Registration
You may request a return within 14 days after receiving the item, via margotandpearlcharleston@outlook.com.
A return can only be requested after you have physically received the item.
When submitting your request, always include your order number and a valid reason for the return.
After approval, you will receive the return address of our supplier.

3. Conditions
A valid reason for return is always required.
Items must be unused, unwashed, undamaged, and in their original condition, with all tags and labels attached.
Trying on items is allowed; wearing them is not.
Discounted (sale) items cannot be returned without a valid reason.
Intentionally ordering multiple sizes with the purpose of returning some items is not allowed.
Certain items are excluded from returns for hygiene reasons (such as underwear, swimwear, and jewelry), unless unopened and unused.

4. Return Costs and Process
Return costs are fully the responsibility of the customer, including international shipping and any customs fees.
The item must be returned to our supplier’s return address in China.
The customer is responsible for shipping, costs, and tracking the return shipment.
We always recommend using a shipping method with track & trace; without proof of shipment, we cannot process a return.

5. Customer-Friendly Alternative Solution
As international returns can be costly and time-consuming, we are happy to work with you to find a suitable alternative solution (for example, a partial refund or discount), which we will agree upon via email. Please always contact us first at margotandpearlcharleston@outlook.com before returning any items.

6. Defective, Incorrect, or Damaged Items
If something is wrong with your order — for example, the size, fit, or quality — please send us an email within 14 days of receipt, including clear photos and a description of the issue. Without photos and a description, we cannot process your complaint and there will be no right to a return or refund. With this information, we will work to find a suitable solution as quickly as possible.

7. Refunds
A refund can only be issued after the item has been received and approved at the return address in China. After approval, we will refund the purchase amount within 14 days via the original payment method. Original shipping costs are not reimbursed.

8. Cancellations
It is not allowed to cancel an order once it has been placed and is being processed. No refund or chargeback can be initiated before the item has been delivered and received. If you have a question or issue with your order, please contact us first at margotandpearlcharleston@outlook.com instead of initiating a chargeback or refund.

9. Liability
We are not responsible for lost packages if the tracking shows that the item has been delivered to the address provided by the customer.
Providing an incorrect address is the responsibility of the customer.
Address errors must be reported within 24 hours of placing the order via margotandpearlcharleston@outlook.com.