CUSTOMER POLICY
Last Updated
19th July 2026
(01)
Once your order has been confirmed and payment has been successfully processed, delivery typically takes 1–3 business days, depending on your location and the shipping method selected at checkout. Business days exclude weekends and public holidays observed in the United Arab Emirates.
Please note that delivery timeframes are estimates and not guarantees. Factors outside our control — such as customs processing, extreme weather, courier delays, or public holidays — may occasionally affect delivery times.
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Orders are processed and dispatched from our facility once payment has been confirmed. You will receive:
(03)
Shipping fees, if applicable, are calculated at checkout based on your delivery location, order value, and the shipping method selected. Any applicable shipping charges will be clearly displayed before you complete your purchase.
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Please ensure that the delivery address you provide at checkout is complete and accurate. StephenCharles is not responsible for delays or non-delivery resulting from incomplete, incorrect, or outdated address information. If a package is returned to us due to an incorrect address, we will contact you to arrange redelivery, which may incur an additional shipping charge.
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Where tracking is available, you will be able to monitor the status of your delivery using the tracking link or number provided in your shipping confirmation email.
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You have 14 days from the date of delivery to request a return, with the delivery date counted as day one. Requests submitted after this window has closed will not be eligible for a return.
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To be eligible for a return, items must be:
Items that do not meet these conditions may be refused and returned to the customer at their own cost.
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To initiate a return, please contact our client support team at support@stephencharles.com or through your account order history, quoting your order number and the item(s) you wish to return. We will guide you through the return process.
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A return shipping charge applies to all approved returns. This charge will be deducted directly from your refund amount. Once your returned item has been received and inspected, we will notify you of the approval or rejection of your refund. If approved:
(10)
We are happy to offer exchanges for a different size:
To request an exchange, contact our customer support team at support@stephencharles.com.
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If you receive an item that is faulty, damaged, or different from what you ordered, please contact us within 14 days of delivery at support@stephencharles.com with your order number and photos of the issue. We will cover the cost of return shipping in full, and you will be offered a replacement, exchange, or full refund.
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For hygiene and safety reasons, certain items may not be eligible for return or exchange unless faulty, including:
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If your order is shipped internationally, please note that customs duties, import taxes, and other charges may apply upon delivery, and these are the responsibility of the customer. Delivery timeframes for international orders may differ from the standard 1–3 business day estimate.
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If you have any questions about shipping, returns, or exchanges, our client support team is happy to help:
Email: support@stephencharles.com
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We may update this Shipping & Returns policy from time to time. Any changes will be posted on this page with a revised ‘Last updated’ date. The policy in effect at the time you place your order will apply to that order.
