TERMS AND CONDITIONS

1. GENERAL
Charlotte Luxury is a brand that designs and manufactures luxury footwear made to order. By accessing and using our website, you agree to the following terms and conditions. We recommend reviewing them before making any purchase.

By placing an order and proceeding to payment, the client confirms that they have read, understood, and fully accepted these Terms and Conditions, including the policies on delivery timeframes, customization, and return limitations

2. ORDERS AND PRODUCTION
Each Charlotte Luxury shoe is handcrafted and made to order.

Due to the exclusivity and meticulous nature of our production process, the estimated delivery time starts at 8 weeks from the date of order confirmation. As each piece is handcrafted and made-to-order, this timeline may vary depending on the complexity of the design, the season, and the current volume of work at our atelier.We understand that the wait may feel long, but it is an essential part of the artisanal process — where every pair is crafted with care, intention, and without mass production.

• Once the order has been placed and confirmed, production begins immediately and the order cannot be canceled, modified, or refunded under any circumstance.
• All our models are handmade and may present slight variations from the images shown on the website.
• If you require an urgent order, you may contact us to inquire about priority production options (subject to availability and additional costs).
• For custom-made models or those requiring a different manufacturing process, we reserve the right to extend production time. Since each pair is crafted individually, unforeseen circumstances may arise. If a product is damaged during the final stages of production, it must be restarted from the beginning, which may result in additional time beyond the original estimate. Supplier delays may also impact the total delivery time.

3. PAYMENTS AND PRICES

• All prices are in euros (€) and include applicable taxes.
• We accept payments via PayPal, credit or debit card, and bank transfer.
• Full payment must be completed for the order to enter production.
• In some cases, installment payment options may be offered, subject to specific terms.
• If a claim is filed with a bank regarding a payment dispute, the order will be blocked until the dispute is fully resolved.

4. SHIPPING AND DELIVERY TIMES

• Once the production process is completed, the order will be shipped to the address provided by the customer.
• Delivery times vary depending on location and the selected shipping option. We are not responsible for delays caused by the courier company or customs.
• Customers are responsible for any applicable taxes and customs duties in their country.
• If the order cannot be delivered due to an incorrect address or failure to receive it, reshipping costs will be borne by the customer.

5. RETURN AND EXCHANGE POLICY

In accordance with Article 16(c) of EU Directive 2011/83, the right of withdrawal does not apply to custom-made or clearly personalized goods. As each pair is made to order, we do not accept returns or refunds.

• If the product has a manufacturing defect, you must contact us within 48 hours of receiving the order with detailed images for evaluation.
• If there is an error on our part in the manufacturing of the order, we will provide a solution appropriate to the situation, whether through repair or partial or full replacement of the product.

6. LIABILITY

• Charlotte Luxury shall not be liable for damages resulting from improper, commercial, or non-recommended use of its products
• We do not guarantee that the website will always be available or error-free, although we strive to ensure an optimal experience.
• We do not assume responsibility for delays caused by force majeure, logistical issues, or unforeseen events beyond our control.

7. INTELLECTUAL PROPERTY

• All designs, images, and content on the Charlotte Luxury website are the exclusive property of the brand. Their reproduction without prior authorization is prohibited.

8. FORCE MAJEURE

• Charlotte Luxury shall not be liable for delays or failures in performance due to causes beyond its reasonable control, including but not limited to natural disasters, strikes, pandemics, supply chain disruptions, or governmental restrictions.

9. QUALITY AND MATERIAL VARIATIONS

• As each shoe is handcrafted, there may be minor variations in color, texture, or finish from the images shown on our website.
• Material availability from suppliers may affect final product characteristics.

10. CUSTOM ORDERS AND FIT ISSUES

• Custom-made models are produced based on the measurements provided by the customer. Charlotte Luxury is not responsible if the chosen size does not fit correctly due to incorrect information provided by the customer.

11. STORAGE FEES FOR UNCLAIMED ORDERS

• If an order is not claimed or the customer fails to provide the necessary delivery information, Charlotte Luxury reserves the right to charge storage fees after a specified period.

12. NON-TRANSFERABILITY OF ORDERS

• Orders are non-transferable to another individual without prior approval from Charlotte Luxury to ensure compliance with original purchase terms.

13. APPLICABLE LAW

These Terms and Conditions are governed by the current legislation of the European Union, in particular by consumer protection and e-commerce regulations established under Directive 2011/83/EU on consumer rights, and by the General Data Protection Regulation (GDPR) 2016/679.

As our products are custom-made and created individually for each client, the right of withdrawal does not apply, in accordance with Article 16(c) of Directive 2011/83/EU.

In the event of a dispute, both parties agree to submit to the exclusive jurisdiction of the courts of Alicante, Spain.

14. CHANGES TO TERMS AND CONDITIONS

We reserve the right to modify these terms and conditions at any time. We recommend reviewing them periodically to stay informed of any changes.

For any inquiries, you may contact us via sales@charlotte-luxury.com

DEFINITIONS: "Custom-Made" and "Made-to-Order"

For the purposes of these Terms and Conditions:

• "Made-to-order" refers to any product that is produced individually after the order is placed, using specifications such as size, model, materials, or finishes selected by the client.
• "Custom-made" refers to products that are made specifically to the client’s measurements or requirements, including adjustments to fit, shaft height, calf circumference, or other bespoke elements.

Both types of products are created individually and are excluded from the right of withdrawal under Article 16(c) of Directive 2011/83/EU, as they are considered clearly personalized.