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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 Metropolitan France.
    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

    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 DHL to track your shipment https://www.dhl.com/discover/en-us/track-package
    2. Contact DHL to open a file https://www.dhl.com/discover/en-us/contact
    3. Take pictures of the box(es) if it is damaged
    4. Contact us with your DHL 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 delivered with DHL Express by airmail within 1 to 2 business days once your order have been prepared. 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!   Return is at the customer's expense : If you are not completely satisfied with any of our products, you have 14 days from receipt of your package to return it.   Returned items will be checked for availability and refunded. For your return, nothing could be easier, here is the procedure to follow:
    1. The items must still be in their original packaging.
    2. Take a picture of the inside and outside package showing product(s) and transport label
    3. Contact us [METTRE LIEN VERS FORMULAIRE DE RETOUR] to get your return agreement document share with us the reason why you want to return your order
    4. Put the delivery note and return agreement inside your parcel.
    5. Put your own transport label to return your package to the following address (DHL or UPS for instance) :

    BEELOG for Charlie Crane

    273 rue du champ garet

    69400 Arnas

    France

    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. 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.