faq

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.

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.

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.

The methods of payment offered by the Charlie Crane site are as follows:

• Credit or debit card : Visa, Mastercard, American Express, ...
• Apple Pay
• Klarna in 3 instalments, free of charge, by credit card

Other means of payment such as cheque or bank transfer are not accepted on the Charlie Crane site.

Recipients of international shipments may be subject to import taxes, fees and duties (hereinafter referred to as "import charges") levied by the customs office of your delivery location if this is outside the European Union. Import fees vary according to the customs regulations of the destination country, and you will be asked to pay them before your order can be delivered. The elements involved in calculating import charges are (among others) :

• Product category and price
• Shipping costs and package weight
• Customs clearance
• Import taxes based on customs duty amounts

Customs policies vary considerably, and some countries do not charge import fees for shipments below a certain minimum value. To find out more, contact the customs office in your destination country. The consignee is the importer of record and must comply with the laws and regulations in force in the destination country. Delays at customs may lead to a change in initial estimates of delivery times. Charlie Crane will not be responsible for customs and import duties.. You are responsible for paying these duties to the carrier/customs forwarder.

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 :

The package arrived damaged:

• Make detailed reservations about the condition of the parcel on the delivery note (ask the deliveryman if he doesn't offer it to you).
• 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 any photos at support@charliecrane.fr.

If your package is sent by DHL :

The package arrived damaged:

• Make detailed reservations about the condition of the parcel on the delivery note (ask the deliveryman if he doesn't offer it to you).
• Take photos of the box(es) if damaged
• Contact DHL to track your shipment https://www.dhl.com/discover/en-us/track-package
• Contact DHL to open an account https://www.dhl.com/discover/en-us/contact
• Contact us with your DHL tracking number and/or order number and photos at support@charliecrane.fr

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 are as follows:

• France: 1 to 3 working days
• Europe: 1 to 5 working days
• Rest of the world: 3 to 6 working days

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 FAQ"Returns policy").    

If you are not completely satisfied with your order, you have 14 days from the date you receive the items to return them to us. Returns will only be accepted if the items are in their original packaging, unopened and unused. To return an item, please send an email to: support@charliecrane.fr, and a return slip with a specific number will be sent to you so that you can proceed with the return of your order. Returns are at the customer's expense, and we advise you to use a tracked shipment. Items returned to our warehouses will be checked within 7 days, then reimbursed exclusively to the credit card used for purchase. The refund will be visible on your bank account within 24 to 48 hours. Returns concerning opened, damaged or spoiled items will not be accepted. Please contact us or refer to the FAQ in the "customer service" section. For any other questions, please contact us at support@charliecrane.fr or 01 73 75 95 03.

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 model of the product 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.