Frequently asked questions
Shipping
Do you ship internationally ?
Yes, we ship worldwide. If your country is not displayed at checkout, please contact our customer service or email us at contact@charlenstudio.com
What is the shipping cost?
Shipping costs are calculated at checkout based on the weight of the package and the destination. Shipping is free within France (Except XL sizes).
What is the estimated delivery time?
If the product is in stock, the estimated delivery time is 2 to 5 business days within France and 2 to 10 business days for international orders. If the product is available for pre-order, the production and delivery time is estimated at 2 to 5 weeks. All delivery times are estimates and may vary depending on the season and time of year.
Will I have to pay customs fees?
International orders may be subject to customs duties and taxes depending on the destination country. Please note that we are not responsible for these charges. Any customs fees are the sole responsibility of the buyer.
My package tracking is not updating
If you notice any issues with your tracking information, please contact the carrier’s customer service as well as our customer service at contact@charlenstudio.com. We will do our best to resolve the situation as quickly as possible.
Claims
If your package arrives damaged, please contact us within 5 business days of receiving it. Photos of the packaging and the damaged items must be sent to contact@charlenstudio.com. Without photos or after the 5-business-day period, we will not be able to process your claim.
If your package is lost, please contact us and file a claim directly with the carrier.
Exchange and return
Can I cancel my order?
An order can be canceled before midnight on the day of purchase. Please contact our customer service to request a cancellation. After this period, the order can no longer be canceled.
Can I return an item?
Only products indicated as in stock at the time of purchase are eligible for return within 5 business days of receipt. Items must be returned in perfect, unused condition to qualify for a refund. Return shipping costs and a 20% restocking fee will be deducted from the refund. Custom-made and pre-ordered products are not eligible for return.
Can I exchange a product?
Some products may be eligible for exchange. For more information, please contact our customer service.
When will I receive my refund?
To qualify for a refund, the item must be returned in perfect condition and free from damage. Once received and inspected, your refund will be processed within 30 days. Return shipping costs and a 20% restocking fee will be deducted from the refund.
Payment
What payment methods do you accept?
We accept Visa, MasterCard, American Express, Discover, Shop Pay, Apple Pay, Google Pay, and PayPal.
Is it possible to pay in installments?
Yes, you can pay in four interest-free installments with PayPal.
How do I use a promo code?
You can enter your promo code at checkout in the “Discount code or gift card” field.
Products
When will the product be back in stock?
If a product is out of stock, you may choose the pre-order option when available.
How do I clean and maintain a wool rug?
To clean and maintain a wool rug, vacuum it regularly using a soft brush attachment suitable for textiles. For stains, gently blot the area with a clean, damp cloth. Avoid using abrasive or harsh cleaning products, as they may damage the fibers. For more significant stains, we recommend contacting a professional cleaner.
My rug is pilling
This is normal and a sign of quality. Only pure wool rugs shed fibers in the form of pilling. During the first few months, we recommend vacuuming your rug once or twice a week.
Do you offer customized products?
Yes, some products can be customized. You may request changes in dimensions or colors. The Big Magma rug is already available for customization through our online customization tool. To customize another product, please contact our customer service or email us at contact@charlenstudio.com.