If you wish to cancel your order, please contact our team at support@charliecrane.fr, specifying the order reference and the reason for cancellation. We will get back to you within a maximum of 2 working days. A confirmation email will then be sent to you confirming that your request has been processed.
If your order has not yet been dispatched: We can refund the credit card used to pay for the order within 48 hours.
If your order has already been dispatched: You have 14 days from receipt of your order to return your item(s) for a refund if they are not to your satisfaction. Consult the Returns section of the site and follow the procedure indicated.
Delivery
Delivery times
Delivery times are as follows:
France: 1 to 3 working days
Europe: 1 to 5 working days
Rest of the World: 3 to 6 working days
Customs fees
Recipients of international shipments may be subject to import taxes, fees and duties (hereinafter referred to as ‘import charges’) levied by the customs office of your place of delivery if this is outside the European Union. Import charges vary according to the customs regulations of the destination country and you will be asked to pay them before your order can be delivered. The factors involved in calculating import charges are (among others):
Product category and price
Shipping costs and package weight
Clearance route
Import taxes based on duty amounts
Customs policies vary considerably and some countries do not charge import charges for shipments with a minimum value below a certain threshold. To find out more, contact the customs office in your destination country. The recipient is the importer of record and must comply with the laws and regulations in force in the destination country. Delays at customs may result in a change to the original estimates of delivery times. Charlie Crane will not be responsible for customs or import duties. It is your responsibility to pay these duties to the carrier/customs agent.
Shipping costs
Shipping costs are calculated when you validate your basket according to the number of products ordered, the total weight and volume of the shipment and the shipping address. Shipping costs are free for all orders over €250 (including VAT) for deliveries to mainland France, Belgium, Luxembourg, Germany and Spain.
Delivery issues
If you are not satisfied with the delivery (your parcel is lost, your product is damaged in transit or anything else linked to the carrier):
If your parcel is sent by UPS:
The parcel has arrived damaged:
Make reservations detailing the condition of the parcel on the deliveryman's delivery note (ask him for it if he doesn't offer it to you)
Take photos of the box(es) if they are damaged
Go to the website https://www.ups.com/fr/fr/home and contact customer services using your UPS tracking number.
If you are unable to obtain satisfaction, contact us with your DPD tracking number and/or your order number and any photos at support@charliecrane.fr
If your parcel is sent by DHL:
The parcel has arrived damaged:
Make reservations detailing the condition of the parcel on the deliveryman's delivery note (ask him to do this if he does not offer it to you)
Take photos of the box(es) if they are damaged
Contact DHL to track your shipment https://www. dhl.com/discover/en-us/track-package
Contact DHL to open a file https://www.dhl.com/discover/en-us/contact
Contact us with your DHL tracking number and/or order number and photos at support@charliecrane
Customer service
I need a spare part: How do I enforce the product warranty?
All our products are guaranteed for 2 years from the date of purchase, against any manufacturing defect and on presentation of proof of purchase. However, if you need a spare part after this period, please consult the ‘Spare Parts’ section in the top left-hand menu. If you can't find the part you're looking for, contact our team at support@charliecrane.fr, specifying the model of product you own, the part you're looking for and your postal address. Any spare parts sent outside the warranty period will be charged to the customer.
Orders
Order change
Once your order has been placed, it cannot be changed. However, in an emergency, you can contact our team, indicating your order number and the name used to place it, at support@charliecrane.fr and we will do our best to find a satisfactory solution.
Processing times
Orders will be processed within 1 to 2 French working days. You will receive an email indicating the stock status if the item(s) ordered are out of stock. Check your spam folder if you have not received our confirmation email and if this is your first order.
