How can I pay?
The checkout lists the payment options that are open to you for that order. An encrypted SSL connection protects your card and personal details during every payment.
Do I pay for shipping?
No. Lisa Charleston ships every order to a US address for free, however small the order is. Import duties are paid by us in advance, so there is nothing extra to pay when your order is delivered.
When will my order arrive?
Preparing your order takes 1 to 3 business days, and the carrier then needs 4 to 8 business days, which adds up to 5 to 11 business days from order to doorstep. Once the package has left, a tracking link arrives by email so you can keep an eye on it.
My order has not arrived. What should I do?
Start with the tracking link from your shipping confirmation. Is there still no package 11 business days after you ordered, and the tracking does not show it as delivered? Then write to contact@lisa-charleston.com and a new item is sent to you free of charge. If the carrier confirms delivery but the package is not in your hands, we send you the tracking history and ask the carrier to investigate.
What is Lisa Charleston?
Lisa Charleston is an online store with relaxed everyday wardrobe pieces for women and men, from soft knitwear and shirts to jackets, pants and shoes, chosen so they are easy to wear together.
Where does my order ship from?
Our supplier in China sends out every Lisa Charleston order, and the carrier brings it directly to your US address.
How safe are my personal and payment details?
Keeping your data and payments protected is a priority for us. Our payment providers take care of complete card numbers, Lisa Charleston does not keep them, and the whole checkout is secured with SSL encryption.
Can you ship to another country?
Not right now. At the moment, Lisa Charleston only delivers to US addresses. Should we add other countries later, you will read about it on lisa-charleston.com.
What is your return policy?
Your return window is 60 days, and it starts on the day the carrier delivers your order. Return shipping is at your own cost, for example when a size does not fit or you changed your mind: returns travel back to our supplier's return center in China, and a tracked return usually costs around $20. A damaged or defective item, or one that is not the item you ordered, never needs to go back: we send you a free replacement. Write to contact@lisa-charleston.com and our team explains each step to you.
Can I exchange an item?
Yes, you can. Let us know at contact@lisa-charleston.com which piece you would like instead, and we arrange the exchange. You send the piece back at your own cost, just like a return, and the new piece ships to you for free.
How long does a refund take?
As soon as your return is with us and has passed inspection, the refund goes to the payment method you paid with, within 7 days. How fast your bank then shows it on your statement is up to the bank itself.
Can I change or cancel my order?
Until your order ships, we may still be able to change or cancel it for you. Get in touch quickly after ordering, and we will see what is possible. Should we cancel or reject a paid order, the money is refunded in full to your original payment method within 7 days.
Still have a question?
Our team is happy to help, so write to contact@lisa-charleston.com with anything that is on your mind.