Charlie & Jones will do its utmost to deliver all orders within 1 – 5 working days. We think it is important that all owners and dogs can enjoy our articles as quickly as possible. 

Charlie & Jones is not liable if delivery takes place at a later time. Charlie & Jones has the right to deliver the order up to thirty days after the order without being declared in default by the customer. If the term is exceeded, the customer will receive written confirmation. The customer can then terminate the agreement free of charge. The customer will then receive the paid amount back as soon as possible, but no later than thirty days after termination.

Deliveries are made by Post NL. If the courier fails to deliver your order on the first attempt, he/she will leave a message informing you when the second attempt will be made. This process is repeated one more time, after which PostNL will contact you to discuss your wishes regarding delivery (send to another address, back to the sender). All items are insured by Charlie & Jones until delivered to your address. Any complaints about the condition in which the goods were delivered (including missing parts) must be made to Charlie & Jones no later than two working days of receipt of the goods by email or telephone.


What is the right of withdrawal?

Personalized products are excluded from the right of withdrawal (as described in our additional terms and conditions). You may be charged if you have damaged the package.

The right of withdrawal applies to our non-personalized products as described in the Consumer Rights Directive. You then have the right to let us know within 14 days of receipt that you wish to exercise your right of withdrawal. It is best to contact our customer service for this.

After this notification you still have 14 days to return the product.
In that case, the return costs will be borne by the customer. The full purchase amount, including any (standard) shipping costs for the outward shipment, will be refunded by Charlie & Jones as soon as possible and within 14 days after termination of the agreement.