Shipping policy

Delivery Terms

These delivery terms apply to orders placed in the Charlotte Fabrics online store.

Delivery Countries

Delivery is provided to the countries specified in the Delivery section and/or during checkout.

If a particular country is not available in the delivery list at checkout, it is not possible to place an order to that country in the online store.

Delivery Methods, Costs and Timeframes

Delivery methods, delivery costs, and available delivery countries are specified in the Delivery section, and are also displayed during checkout before payment is made.

During checkout, the Buyer may choose an available delivery method according to the delivery address, country, parcel weight, size, and the delivery solutions offered by the Seller.

During checkout, the Buyer is shown the available delivery information, including the delivery method, delivery cost, and, where the system provides it, the expected parcel receipt date.

The Seller usually prepares and dispatches the order for shipment within approximately 3 business days after payment for the order is received, unless a different fulfilment period is specified for the relevant item, order, or promotion.

The fulfilment time for cut fabric, measured goods, printing, personalised, and individually prepared orders may be longer, as such orders are prepared, cut, coordinated, printed, or assembled individually.

Delivery within Latvia after the parcel is handed over to the carrier is usually made within approximately 1–2 or 3–5 business days, depending on the delivery method chosen by the Buyer.

Delivery to European countries and other international delivery countries after the parcel is handed over to the carrier is usually made within approximately 5–8 business days, unless a different expected delivery timeframe is specified for the relevant delivery method or during checkout.

The stated order preparation and delivery timeframes are approximate and provided for information purposes only, unless the Seller has confirmed a specific guaranteed delivery timeframe in writing. Delivery timeframes may change depending on order volume, product availability, printing or personalisation time, carrier workload, public holidays, seasonal demand, customs procedures, the delivery country, and other circumstances beyond the Seller's control.

Handover of the Order for Fulfilment

An order is deemed handed over for fulfilment at the moment the Seller begins order assembly, product preparation, fabric measurement, fabric cutting, trimming, mock-up preparation, print preparation, personalisation, printing work, or other actions tailored to a specific order.

If an order includes cut fabric, measured goods, prints, personalised items, or other goods prepared for a specific order, preparation of such goods may begin after payment for the order has been received.

Delivery Information Provided by the Buyer

The Buyer is responsible for providing correct and complete delivery information, including first name, last name, delivery address, selected parcel locker, phone number, and email address.

If delivery is not possible due to incorrect, inaccurate, or incomplete information provided by the Buyer, the cost of redelivery shall be borne by the Buyer.

If, after placing the order, the Buyer notices an error in the delivery information, the Buyer must contact the Seller as soon as possible by emailing eksg.sia@gmail.com. Delivery information may be changed only until the parcel has not yet been handed over to the carrier.

Delivery Restrictions

Certain delivery methods may be subject to restrictions regarding parcel weight, size, packaging, or destination. If the selected delivery method is not available for a specific order, the Buyer is offered other available delivery methods during checkout.

For larger, heavier, or non-standard parcels, delivery costs and delivery methods may differ from standard delivery costs.

Parcel Handover and Delivery Delays

After the parcel has been handed over to the carrier, tracking information may be sent to the Buyer if the relevant delivery method provides such an option.

If delivery of the parcel is delayed, the Buyer may contact the Seller by emailing eksg.sia@gmail.com. The Seller assists the Buyer in determining the parcel status and in resolving the delivery issue with the carrier in accordance with the procedure established by law.

The Seller is not liable for delivery delays caused by the carrier's workload, public holidays, seasonal demand, customs procedures, incorrect information provided by the Buyer, force majeure, or other circumstances beyond the Seller's control; however, the Seller shall, to the extent possible, assist the Buyer in resolving the delivery issue.

Risk of Loss or Damage to Goods

If the Buyer is a consumer, the risk of loss or damage to the goods passes to the Buyer at the moment the Buyer or a third party designated by the Buyer, other than the carrier, has received the goods.

If the Buyer chooses a carrier not offered by the Seller, the risk of loss or damage to the goods passes to the Buyer at the moment the goods are handed over to the carrier chosen by the Buyer.

Damaged Parcel or Damaged Goods During Delivery

If the parcel is received with visibly damaged packaging or the Buyer discovers that the goods were damaged during delivery, the Buyer is asked to contact the Seller as soon as possible by emailing eksg.sia@gmail.com.

To assess the situation more quickly, please include the order number, photos of the parcel packaging, photos of the damaged goods, and a brief description of the issue.

If it is confirmed that the goods are damaged, do not conform to the order, or the damage occurred due to the fault of the Seller or the carrier, the Seller shall assist in resolving the situation in accordance with the procedure established by law and, if necessary, provide replacement of the goods, correction of the non-conformity, reshipment, a price reduction, or a refund.

Uncollected Parcels

The Buyer is obliged to collect the parcel within the storage period set by the carrier.

If the Buyer does not collect the parcel within the storage period set by the carrier and the parcel is returned to the Seller, the cost of redelivery shall be borne by the Buyer.

An uncollected parcel shall not be considered an exercise of the right of withdrawal. To exercise the right of withdrawal, the Buyer must submit a clear notice of withdrawal in accordance with the procedure set out in the withdrawal terms.

If an uncollected parcel contains cut fabric, measured goods, prints, personalised or order-specific prepared goods, the mere failure to collect such parcel does not entitle the Buyer to demand a refund, except where the goods are damaged, do not conform to the order, or the Seller has made an error in fulfilling the order.

Collection in Store

If the Buyer chooses to collect the order in store during checkout, the Seller informs the Buyer when the order is ready for collection.

The order may be collected at the Charlotte Fabrics store: Jāņa Poruka iela 23, Cēsis, LV-4101, Latvia.

The order may be collected during store opening hours. Current information about store opening hours may be provided in the online store, on social media, or obtained by contacting the Seller.

International Orders, Customs, and Import Charges

For international orders, delivery times and costs may vary depending on the delivery country, selected delivery method, parcel weight, size, customs procedures, and carrier rules.

For deliveries within the European Union and the European Economic Area, customs charges are usually not applied unless otherwise required by law or by the requirements of the relevant country in a particular case.

For deliveries outside the European Union or the European Economic Area, the Buyer may be responsible for import duties, customs charges, import VAT/GST, broker, carrier, or administrative fees in the destination country.

These costs are not included in the price of the goods or delivery unless expressly stated otherwise during checkout. Such costs are determined and charged by the customs authorities, tax authorities, carriers, or other third parties of the relevant country, and are beyond the Seller's control.

If the Buyer refuses to accept the parcel due to customs, tax, import, or carrier administration charges, the Seller is entitled to deduct from the amount refundable to the Buyer the delivery, return, customs, broker, carrier, and other reasonable costs incurred in connection with the relevant order.

If the parcel is returned to the Seller from a country outside the European Union, the Buyer is responsible for correct completion of the return shipment and preparation of customs documents. If the Seller incurs additional customs, import, broker, carrier, or administrative costs due to incorrect completion, the Seller is entitled to deduct such reasonable costs from the amount refundable to the Buyer.

Relation to the Right of Withdrawal and Returns

The delivery terms do not limit the Buyer's statutory right of withdrawal where that right applies to the relevant goods.

Information on the right of withdrawal, goods returns, exchanges, and goods to which the right of withdrawal does not apply is provided in the section “Right of Withdrawal and Goods Returns”.

Applicable Law

These delivery terms and orders are governed by the laws of the Republic of Latvia, unless the applicable mandatory consumer protection rules, including the mandatory consumer protection rules of the Buyer's country of residence, provide otherwise.