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faq

  • Orders

    Processing times

    us.charliecraneparis.com orders will be processed within 1-2 French working days. You will receive an email with stock status if the ordered item(s) is(are) out of stock.   Check your spam folder if you did not receive our email confirmation and if it is a first time order.

    Order modification

    Once the order has been placed, it cannot be modified. However, if you have an emergency, you can contact our team with your order number and 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 the cancellation, we will come back to you within 2 business days maximum.
    A confirmation email will then be sent to you to confirm that your request has been properly processed.
    If your order is not already shipped:
    We can refund the credit card used for the order payment within 48 hours.
    If your order is already shipped:
    You have 14 days after receipt of your order to return your item(s) to us against reimbursement, if they do not suit you.
    Contact us here by message, specifying the reference of the order and the reason for the cancellation. Our team will send you a return form in order to send back the desired item(s).
    Once your parcel has been received in our premises, it will be checked to ensure that it is back in stock. Allow 1 average week for delivery in USA.
    Once the return has been validated, we will proceed to refund your order on the credit card used for the payment.
    The return costs are at your expense.
  • Payment

    Payment means

    The only payment method accepted on our website is bank card. You can pay your order online by bank card: Carte Bleue, Visa, Eurocard / MasterCard and American Express.
  • Shipping and Delivery

    Duties costs

      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 destination. Import fees vary according to the customs regulations of the destination country. The elements that play a role in calculating import charges are (among others):
    • Product category and price
    • Shipping costs and package weight
    • Customs clearance channel
    • Import taxes based on customs duty amounts
    Customs policies vary considerably, and some countries do not charge import fees for shipments with a minimum value below a certain threshold. To find out more, contact the customs office in your destination country.   The consignee is the importer of record and must comply with the applicable laws and regulations of the country of destination. Delays at customs may lead to a change in the initial delivery time estimates.  
    • USA
    Shipment of items sold by Charlie Crane to the United States may be subject to U.S. state and local taxes.  
    • CANADA
    All international mail coming into Canada is subject to review by the Canada Border Services Agency (CBSA). The CBSA determines whether the goods may enter Canada and if any duty and/or taxes apply. Duty is a tariff payable on an item imported to Canada. Rates of duty are established by the Department of Finance Canada and can vary significantly from one trade agreement to another. Most imported goods are also subject to the federal Goods and Services Tax (GST) and Provincial Sales Tax (PST) or, in certain provinces and territories, the Harmonized Sales Tax (HST). The amount of duty or taxes you may owe on an item also depends upon the following:

    - the item's value in Canadian dollars;

    - whether or not the item is a gift; and

    - any exemptions specified in related legislation.

    Duties and customs fees are at the customer expense.

    Delivery complaint

    If you are not satisfied by DHL delivery (your package is lost,  your product is damaged by transport or anything else related to the carrier) :
    1. Contact the carrier to track your shipment https://www.dhl.com/discover/en-us/track-package /  - https://www.ups.com/track?loc=en_US&requester=ST/
    2. Contact the carrier to open a file https://www.dhl.com/discover/en-us/contact  - https://www.ups.com/track?loc=en_US&requester=ST/
    3. Take pictures of the box(es) if it is damaged
    4. Contact us with your DHL or UPS tracking number and/or order number and photos at support@charliecrane.fr

    Shipping costs

    Delivery is free in the USA and Canada for orders over 100 US Dollars unless you are buying accessories only.

    Delivered zones

    We do deliver the whole USA and Canada.

    Delivery times

    Orders are shipped and can be delivered with UPS GROUND. Here are the delivery times once the order has been shipped :
    • East cost : 1/3 open days
    • West cost : 3/6 open days
    The DHL airmail delivery time is around 1/3 open days once the order is shipped. An email with the tracking link and purchase invoice will be sent to the email address noticed on your order on the departure day.    
  • Returns and Exchanges

    Exchanges

    We do not carry out exchanges. For another model or another color, simply place your order on our website!   If you are not completely satisfied with any of our products, you have 14 days from receipt of your package to return it, please follow the return policy. Returned items will be checked for availability and refunded.   Return is at the customer's expense.    

    Return policy

    Find ou return policy here.  
  • Customer service

    Spare parts

    All our products are guaranteed for 1 year from the date of purchase against manufacturing defects and on presentation of proof of purchase. Nevertheless if you need a spare part after this period, please contact our team on support@charliecrane.fr specifying the model of the product you own as well as the part you are looking for and your postal address. Our spare parts section is available on our website. You are responsible for any spare part sent outside the warranty period.