Returns & Exchanges

We want you to feel confident ordering from Ed Charly. If something is not right with your purchase, please contact us and we will guide you through the next steps.

At a glance

Returns and exchanges must be requested within 30 calendar days of delivery.
Under our voluntary return and exchange policy, the item must be unused, unaltered and in resalable condition, with its original packaging and included items.
For a change-of-mind return, the customer is responsible for return shipping.
For a change-of-mind exchange, the customer is responsible for both the return shipping and the delivery cost of the exchanged item.
If an item is confirmed to be incorrect, damaged on arrival or defective, Ed Charly will cover the approved reasonable return and replacement shipping costs.

This policy applies to purchases made directly through edcharly.com. For purchases made through Shopee or another retailer, please submit your request through the original sales channel. The relevant platform procedures and applicable consumer laws will apply.

How to request a return or exchange

Please email info@edcharly.com or use our Contact Us page before sending anything back.

Please include:

Your name and order number
The item you wish to return or exchange
The reason for your request
For an exchange, the product or colour you would like instead
For an incorrect, damaged or defective item, clear photographs or a short video showing the issue
Where relevant, photographs of the outer packaging and shipping label

We aim to respond within two working days. Please wait for our return instructions, as the return address may be different from the address shown on your parcel.

Sending an item without first contacting us may delay the process. Permission to send an item back does not constitute final approval of a refund or exchange. Eligibility will be confirmed after the item has been received and inspected.

Eligibility for returns and exchanges

To qualify under our voluntary 30-day return and exchange policy:

Your request must be submitted within 30 calendar days of receiving the order. The delivery date is normally based on the carrier’s tracking record.
You must provide valid proof of purchase from edcharly.com.
The item must only have been handled as reasonably necessary to inspect it.
The item must not have been carried, altered or used in a way that causes stretching, creasing, scratches, stains, transferred colour, odour, moisture damage or other signs of use.
The original packaging and all items supplied with the product must be included.
The return must be posted within 14 calendar days after we provide the return instructions.

Sale items are eligible unless they were clearly identified as “Final Sale” before purchase. Final Sale, personalised or made-to-order items are not eligible for change-of-mind returns or exchanges. This does not affect any rights relating to goods that are defective or do not match their description.

If a returned item does not meet the eligibility conditions, we will explain the reason. The item may be sent back to you at your expense.

Natural leather characteristics

Leather is a natural material. Minor variations in grain, texture, colour, wrinkles and markings are part of its individual character and are not necessarily defects.

Crazy Horse leather is specifically designed to develop visible pull-up effects, surface marks and a patina with handling and use. Minor colour differences may also occur because of lighting, photography and screen settings.

These natural or minor variations are not considered defects where the product otherwise reasonably matches its description and photographs. Please contact us if you believe the material, colour, construction or product received is materially different from what was ordered.

Direct exchanges

You may request an exchange for another available colour or product within the 30-day period, provided the original item meets all return eligibility conditions.

For a voluntary exchange:

You are responsible for the cost of returning the original item to Ed Charly.
You are also responsible for the delivery cost of sending the exchanged item to you.
Free shipping provided with the original order does not cover return shipping or exchange delivery.
We will inform you of the exchange delivery cost before processing the exchange.
The exchanged item will only be dispatched after the original item has been received, inspected and approved, and any required payment has been completed.
Exchanges are subject to stock availability and cannot be guaranteed while the returned item is in transit.

If the exchanged product costs more than the original item, you will need to pay the price difference before it is dispatched. If it costs less, the difference will be refunded to the original payment method after the exchange is approved.

The exchange value is based on the amount paid for the original item. Discounts and promotional offers do not automatically transfer to a different product unless stated in the original promotion.

If your requested exchange item is unavailable, you may choose another eligible item or receive a refund for the approved returned item.

Any further change-of-mind request remains subject to the original 30-day period. Receiving an exchanged item does not automatically begin a new 30-day change-of-mind window. This does not affect your rights if the exchanged item is incorrect, damaged or defective.

Incorrect, damaged or defective items

Please contact us as soon as possible if:

You receive a different item from what you ordered
Your item arrives damaged
Your item has a possible manufacturing defect
Part of your order is missing

Requests made within 30 calendar days will be handled under our voluntary replacement policy. If a possible defect becomes apparent after 30 days, please still contact us. We will assess the circumstances and any rights or remedies available under applicable consumer law.

We may request additional photographs, video evidence or the return of the product for assessment. If the item is confirmed to be incorrect, damaged on arrival or defective, an appropriate remedy may include repair, replacement, price reduction or refund, depending on the circumstances and applicable law.

For an approved incorrect, damaged or defective-item claim, Ed Charly will cover the reasonable return and replacement delivery costs. We will provide a return method or reimburse an agreed standard shipping cost. Please do not arrange an express or premium courier service without our prior approval, as unauthorised costs may not be reimbursed.

If a replacement is appropriate but the same product is unavailable, we will discuss an alternative product or refund with you.

A product problem is generally not considered a manufacturing defect where it was caused by:

Normal wear and tear, patina, softening or colour change through use
Accidental damage or misuse
Overfilling beyond the product’s stated or reasonable capacity
Exposure to water, excessive heat, chemicals or unsuitable cleaning products
Improper cleaning or storage
Alteration or repair by someone other than Ed Charly or an authorised party
A limitation or characteristic disclosed before purchase

Return and exchange shipping

For change-of-mind returns and exchanges, please use a prepaid, trackable shipping service and retain your receipt and tracking information. The returned parcel remains your responsibility until it is delivered to us.

We are not responsible for parcels that are lost or damaged while being returned by a customer. Return parcels sent using cash-on-delivery or requiring Ed Charly to pay an unapproved delivery charge may be refused.

For international exchanges, customers are responsible for any customs duties, import taxes or handling charges that may apply to the exchanged shipment. We will identify the parcel as an exchange or replacement where appropriate, but we cannot guarantee exemption from charges imposed by the destination country.

Inspections and refunds

Once the returned item is received, we will inspect it and notify you of the outcome. We aim to complete this assessment within five working days.

Approved refunds will be issued to the original payment method for the amount actually paid for the returned item.

For change-of-mind returns:

Return shipping costs are not refundable.
Paid original delivery or premium delivery charges are not refundable, except where required by applicable law.
If the original order qualified for free shipping, we will not retrospectively deduct the original shipping cost.
Customs duties, taxes and third-party handling fees are not refunded by Ed Charly.
Discounted items will be refunded at the price actually paid.
If a partial return causes the remaining order to no longer qualify for a bundle or multi-buy promotion, the refund may be recalculated according to the promotion’s original terms.

All return and exchange shipping charges are non-refundable unless the return is due to an item confirmed as incorrect, damaged or defective.

Your bank or payment provider may require additional time to credit a refund. Currency conversion differences and fees charged by your bank or payment provider are outside Ed Charly’s control.

Your statutory rights

This policy provides additional information about Ed Charly’s voluntary returns, exchanges and replacement process. Nothing in this policy excludes, restricts or modifies any consumer right or remedy that cannot lawfully be excluded. Where applicable consumer law provides more favourable rights, those rights will apply.

Need help?

Email us at info@edcharly.com or visit our Contact Us page. Please include your order number so that we can assist you more quickly.

Last updated: 21 August 2026