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    Processing times

    Orders will be processed within 1 to 2 French working days. You will receive an e-mail indicating the stock status if the item(s) ordered are out of stock. Check your spam folder if you have not received our confirmation email and if this is your first order.

    Order modification

    Once your order has been placed, it cannot be modified. However, in the event of an emergency, you can contact our team by indicating 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.

    Order cancellation

    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 you confirming that your request has been processed. If your order has not yet been dispatched : 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, if they do not suit you. Consult the Returns section of the site and follow the procedure indicated.
  • Payment

    Means of payment

    The payment methods offered by the Charli Crane website are as follows:
    • Credit or debit card : Visa, Mastercard, American Express, ...
    • Apple Pay
    • Klarna in 3 instalments, free of charge, by credit card
    Other payment methods such as cheque or bank transfer are not accepted on the Charlie Crane website.
  • Transport and delivery

    Delivery problems

    If you are not satisfied with the delivery (your package is lost, your product is damaged in transit or anything else related to the carrier):

    If your parcel is sent by DPD :

    • Take photos of the box(es) if damaged
    • Go to https://www.dpd.com/ and contact customer service using the dialogue box at the bottom right of the page, providing your DPD tracking number.
    • If you are unable to obtain satisfaction, please contact us with your DPD tracking number and/or your order number and possible photos at support@charliecrane.fr.

    If your package is sent by DHL :

    1. Contact DHL to track your shipment https://www.dhl.com/discover/en-us/track-package
    2. Contact DHL to open an account https://www.dhl.com/discover/en-us/contact
    3. Take photos of the box(es) if damaged
    4. Contact us with your DHL tracking number and/or order number and photos at support@charliecrane.fr

    Shipping costs

    Shipping costs are calculated at checkout based on the number of products ordered, the total weight and volume of the shipment and the shipping address. Shipping costs are free for all orders over €250 (incl. VAT) for deliveries within mainland France only.

    Delivery times

    Delivery times are as follows:
    • France: 1 to 3 working days
    • Europe: 1 to 5 working days
    • Rest of the world: 3 to 6 working days
  • Feedback and discussion

    Product exchange

    We do not accept product exchanges. For a different model or product, you will need to reorder. You have 14 days after placing your order to return it (see the corresponding FAQ).    

    Return Policy

    See our return policy here.  
  • Customer service

    I need a spare part: How do I invoke the product warranty?

    All our products are guaranteed against manufacturing defects for 2 years from the date of purchase, upon presentation of proof of purchase. However, if you need a spare part after this period, please consult the Spare Parts section in the top left-hand menu. If you can't find the part you're looking for, contact our team at support@charliecrane.fr, specifying the product model you own, the part you're looking for and your postal address. Any spare parts sent outside the warranty period will be at your expense.