FAQ

DO YOU SHIP INTERNATIONALLY ? Yes, we ship worldwide. If your country is not displayed at checkout, please contact customer service or email us at contact@charlenstudio.com.

WHAT IS THE SHIPPING COST ? Shipping costs are calculated at checkout based on the package weight and destination. Shipping is free within France.

WHAT IS THE ESTIMATED DELIVERY TIME ? If the product is in stock, the estimated delivery time is 2 to 5 days for France and 2 to 10 days for international orders. If the product is on pre-order, the production and delivery time is estimated at 2 to 5 weeks. All delivery times are estimates and may vary depending on seasons and times of the year.

WILL I HAVE TO PAY CUSTOMS FEES ? Orders may be subject to customs fees for certain countries internationally. Please note that we are not responsible for these fees. Customs fees are the sole responsibility of the buyer.

MY PACKAGE TRACKING IS NOT UPDATING. If you notice any issues with your package tracking, please contact the carrier's customer service and our customer service via email at contact@charlenstudio.com. We will act as quickly as possible to resolve the situation.

CLAIMS. If your package is damaged, please contact us within 5 business days of receiving the package. Photos of the packaging and damages must be sent to us via email at contact@charlenstudio.com. Without photos or after the 5-business day period, we will not be able to consider your claim.
If your package is lost, please contact us and file a claim directly with the carrier.

CAN I CANCEL MY ORDER ? An order can be canceled before midnight on the day of purchase. Please contact customer service for this. Once this period has passed, the order cannot be canceled.

CAN I RETURN AN ITEM ? Only products indicated as in stock at the time of purchase are eligible for returns within 5 business days of receipt. Items must be received intact and undamaged to qualify for a refund. Return shipping costs and a 20% restocking fee will be deducted from the refund. Our custom-made and pre-ordered products are not eligible for returns.

CAN I EXCHANGE A PRODUCT ? Some products can be exchanged. For more information, please contact our customer service.

WHEN WILL I BE REFUNDED ? To qualify for a refund, the item must be in perfect condition and undamaged. The refund will be processed within 30 days of receiving the product and after verification. Return shipping costs and a 20% restocking fee will be deducted from the refund.

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, it is possible to pay in 4 interest-free installments with Paypal.

HOW DO I USE A PROMO CODE ? You can use your promo code at checkout in the "Discount code or Gift Card" field.

WHEN WILL THE PRODUCT BE BACK IN STOCK ? If a product is out of stock, you can opt for the pre-order option.

HOW DO I CLEAN AND MAINTAIN A WOOL RUG ? To clean and maintain a wool rug, regularly vacuum with a soft attachment suitable for textiles. For stains, blot the stain directly with a clean, damp cloth. Avoid abrasive products to prevent damage to the fibers. For more significant stains, we recommend contacting a professional.

MY RUG IS PILLING. This is normal and a sign of quality. Only pure wool rugs shed in the form of pilling. During the first few months, we recommend vacuuming your rug 1 to 2 times a week.

DO YOU OFFER CUSTOMIZED PRODUCTS ? Yes, some products can be customized. You can request changes in dimensions or colors. The Big Magma rug is already available for customization with our customization tool. To customize another product, please contact our customer service or email us at contact@charlenstudio.com.