Returns are always hassle-free and easy within 14 days of receipt of shipment for undamaged items:

 

Charlie's Roost wants you to be happy with your purchase. If for any reason one of our items just isn't what you had hoped, simply contact us for a hassle-free return or exchange. There are NO restocking fees but return shipping costs are at the customer's expense. Returned items must be in perfect, unused condition with original tags and packaging attached & packaged in their original manner. Please email us at customersupport@CharliesRoost.com with order # to receive detailed instructions and approval. Unauthorized returns will not be accepted and do not guarantee a refund.

We do not provide return labels. These items are returnable via the shipping carrier you choose upon approval of return. Customers are responsible for the label as well as the shipping fee on returned items.   Please be sure to get a tracking number from your carrier.

Returns must be mailed back to:

Charlie’s Roost / Attn: Lisa Davis

6213 Meadows Way

Hilliard, OH  43026

Remember to include the original mailing label or email and your name IN THE BOX.  Once we receive the item, credit will be given to your account within 5-7 business days for the item that was purchased.

Please allow up to 5-7 business days from the time your return arrives at our location for our team to inspect and process your return. We will update you via email once we've issued your refund.

Exceptions / non-returnable items

Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items). 

Unfortunately, we are not able to accept return items for Seasonal/Holiday décor, Sale items, or gift cards.  If you decide to return the item without approval, no refund will be issued.

Please email us if you have questions or concerns about your specific item.

 

Damages and Wrong Item:

Please inspect your order upon reception and contact us within 3 days if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. In this case, we will send you a prepaid return shipping label at our expense.

 

WHAT HAPPENS IF MY ITEM(S) ARE DAMAGED OR MISSING?

Please inspect all items thoroughly upon receiving them and contact us within 3 days. Sometimes your item/s can arrive broken in shipping. When this happens, we will get a replacement shipped to you as quickly as possible. If the item is no longer available, we will provide a refund to the original form of payment.

Please email within 3 days of receipt of your item arriving with a photo of the packaging and of the damage to the item. Any damage or missing items reported after the 3 days cannot be refunded. Email us at customersupport@charliesroost.com.

Due to the nature of some of our Farmhouse, Rustic, Rusty, Shabby Chic items, we will not replace these items due to imperfections that are part of the design, i.e. knot holes in wood, rust, chipped enamel, chipped paint etc.  UNLESS it's not part of the original design and was created by damage in shipping. 

Both UPS and USPS may require us to provide the original box it was shipped in to file a damage claim, therefore, we require the damaged item returned in the original box (packaged exactly as it was shipped). You can put this in an undamaged box to ship back to us. Unfortunately, we cannot file any damage claims if the item is not in the original box/packaging.

We will email a return shipping label for damaged items - once the return is approved by us.

Your satisfaction is our top priority - and we will take care of it. Please know that we take time & pride in packaging our items carefully, but sometimes mistakes/accidents do happen during shipping. We do our best to make sure this does not happen frequently, and we are not liable for any damage due to UPS/USPS shipping.

 Thank you,

Lisa Davis

Charlie’s Roost