If you wish to cancel your order, please contact our team at support@charliecrane.fr, specifying the order reference and the reason for cancellation, we will get back to you within a maximum of 2 working days. A confirmation email will then be sent to confirm that your request has been processed.

• If your order has not yet been shipped: We can refund the credit card used to pay for the order within 48 hours.
• If your order has already been shipped: You have 14 days from receipt of your order to return your item(s) for a refund (excluding shipping costs), if they do not suit you.

Please refer to the Returns section of the website and follow the indicated procedure.

Once your order has been placed, it can no longer be modified. However, in case of urgency, you can contact our team by providing your order number and the name used to place it at support@charliecrane.fr and we will do our best to find a satisfactory solution.

If your order is already on its way, track the parcel via the tracking link sent to you by email with your invoice, and as a last resort refuse the parcel from the carrier: it will then be returned to us.

Orders are processed within 1 to 2 French business days. You will receive an email indicating stock availability if one or more of the items ordered are out of stock. Please check your spam folder if you have not received our confirmation email, especially if this is your first order. A second email containing the tracking link will also be sent once the order has been shipped.

Delivery times are as follows from the date of dispatch:

• France: 1 to 3 business days
• Europe: 1 to 5 business days
• USA / CANADA: 1 to 3 days (East Coast) - 3/5 days (West Coast)
• Rest of the World: 3 to 6 business days

Metropolitan France: shipping is free for all orders over €250 (VAT included).

USA/ CANADA: shipping is free for all orders over $100

Rest of the world: shipping costs are calculated at checkout based on the number of items ordered, the total weight and volume of the shipment, and the full shipping address.

If you are not satisfied with the delivery (your parcel is lost, your product is damaged in transit, or any other issue related to the carrier):

If your parcel is shipped by UPS:

The parcel arrived damaged:

• Write detailed reservations describing the condition of the parcel on the carrier's delivery note (ask for it if they do not offer it)
• Take photos of the box(es) if they are damaged.
• Go to https://www.ups.com/fr/fr/support/file-a-claim or contact customer service with your UPS tracking number.

If you are unable to obtain a satisfactory resolution, contact us with your UPS tracking number and/or your order number and any relevant photos at support@charliecrane.fr/.

If your parcel is shipped by DHL:

The parcel arrived damaged:

• Write detailed reservations describing the condition of the parcel on the carrier's delivery note (ask for it if they do not offer it)
• Take photos of the box(es) if they are damaged
• Contact DHL to track your shipment https://www.dhl.com/discover/en-us/track-package
• Contact DHL to open a case https://www.dhl.com/discover/en-us/contact

If your parcel is shipped by DPD

• Contact us with your tracking number (found on the invoice, in the note/tracking section) and/or your order number and photos at support@charliecrane.fr so that we can open a claim for a damaged/lost parcel.

Recipients of international shipments may be subject to taxes, duties and import charges (hereinafter referred to as "import charges") levied by the customs office at your delivery location if it is outside the European Union. Import charges vary depending on the customs regulations of the destination country and payment will be required in order to proceed with the delivery of your order. The factors involved in calculating import charges include (but are not limited to):

• The product category and price
• Shipping costs and parcel weight
• Customs clearance route
• Import taxes based on customs duty amounts

Customs policies vary considerably and some countries do not charge import fees for shipments whose minimum value is below a certain threshold. To find out more, contact the customs office of your destination country. The recipient is the official importer and must comply with the laws and regulations in force in the destination country. Customs delays may result in changes to the initial estimated delivery times.

Charlie Crane will not cover customs fees and import charges. You will be responsible for paying these duties to the carrier / customs broker.

All our products are guaranteed for 2 years from the date of purchase, against any manufacturing defect and upon presentation of proof of purchase.

However, if you need a replacement part after this period, please visit the "Spare Parts" section in the top left menu.

If you cannot find it, contact our team at support@charliecrane.fr specifying the model of the product you own (a photo of the label with serial number / production date or any other identifying information) as well as the part you are looking for and your postal address. Any shipment of spare parts outside the warranty period is at the customer's expense.