Refund policy

Charuse | Luxury Women's Shoes

At Charuse, every pair is thoughtfully designed with style, comfort, and confidence in mind. We take pride in the quality and craftsmanship of our footwear and want you to feel confident in every purchase.

We understand that sometimes a purchase may not work out as expected. Please review our return and exchange policy carefully before placing your order.

Returns & Exchange Policy and Process

All sales are final. Eligible returns are accepted for store credit only.

Return requests must be submitted within 7 calendar days of confirmed delivery. We do not offer refunds to the original payment method for change-of-mind returns, including sizing or personal preference.

To qualify for store credit:

Shoes must be unworn, unaltered, and in original, resellable condition.
Soles, heels, and uppers must be free of scuffs, scratches, stains, or visible wear.
Original shoe boxes, packaging, tags, and accessories must be included.
Returns must receive prior authorization from Charuse.

We recommend trying on shoes indoors on a clean, carpeted surface.

How to Request a Return

Email hello@charuse.com within 7 calendar days of delivery with:

Use the subject line: Return Request — Order #[Order Number]

Please include:

Full name
Order number
Email address associated with your purchase
Contact phone number
Original receipt
Product name, size, and color
Reason for return
Clear photographs and video evidence showing the condition of the shoes

Additional evidence may be requested when necessary.

Do not ship merchandise without return authorization.

Approved returns must be shipped within 7 calendar days of authorization using a trackable shipping service.

Customers are responsible for return shipping costs.

Return Inspection & Store Credit

All returned merchandise is inspected before store credit is issued.

Returns showing wear, damage, alterations, or missing original packaging may be declined.

Approved store credit will be emailed within 2–3 business days after inspection.

Non-Returnable Items

The following are not eligible for standard returns:

Worn, damaged, or altered footwear
Items without original packaging or accessories
Unauthorized or late returns
Merchandise marked Final Sale
Gift cards and previously issued store credits, except where required by law

Damaged, Defective, or Incorrect Orders

If your order arrives damaged, defective, or incorrect, contact hello@charuse.com, preferably within 48 hours of delivery.

Include your order number, a description of the issue, and clear photo and video evidence where possible.

We will review the concern and determine an appropriate resolution, including a replacement, store credit, or refund where required by law. Charuse covers authorized return shipping costs for confirmed fulfillment errors or qualifying defects.

The recommended 48-hour reporting period does not limit applicable consumer or warranty rights.

Shipping & Delivery

We currently ship within the United States.

Standard delivery generally takes 5–7 business days after shipment. Delivery times are estimates and may vary.

Tracking information is provided once your order ships. Certain orders may require signature confirmation.

Undeliverable Packages

Packages returned due to incorrect addresses, refused deliveries, or unsuccessful delivery attempts may be subject to a $35 return-to-sender handling fee, deducted from any applicable store credit.