Charlotte Dress

Delivery and Return Policy

Delivery

To ensure that your order is delivered properly and received on time, please make sure that your address is entered correctly. We are not responsible for incorrect delivery information.

Every garment in our store is handmade. Therefore, if you would like to know if your desired product (model) is in stock and you need it quickly or in time for an important event, please contact our customer service team.

Order Processing Time

Your order will be shipped in:

2-5 business days from order date – If the product is in stock.
2-25 business days from order date - If the item is out of stock, it will be handmade/custom-made.

If you need the item sooner, please let us know - we will see what we can do.

Delivery Methods and Terms

In Lithuania (other Baltic States +2days):

Home delivery via courier 1-2 business days – 4€
Delivery via "DPD" parcel point 1-2 business days – 3€
Delivery via bus station same day – 5€ (For this shipping method, please contact customer service at +37067969630)
Pick-up at A.P.Studija Kaunas is free (Tvirtovės al. 86-2, Kaunas)
- Mon-Fri: 11 AM – 6 PM
- Sat: 11 AM – 3 PM

Worldwide shipping: 5-15 business days - 9€

Delivery Partners

We cooperate with reliable courier and logistics company "DPD" to ensure that your shipments arrive on time and without any issues. Detailed information about the delivery partner will be provided during the order process.

Order Tracking Information

Once your order is shipped, you will receive a tracking number by email. Using this number, you will be able to monitor the status of your shipment on the courier's platform.

Delivery Issues

If the shipment is delayed, please contact our customer service team immediately. We will do our best to resolve the issue as soon as possible.

If you received a wrong, faulty, or damaged package or product, please report it immediately by sending photos and a description to our email address: info@ap-line.com.

You can always contact us for any delivery question at info@ap-line.com.

Return and Exchange Policy

We aim to ensure that you are completely satisfied with your purchase. If, for any reason, the product did not meet your expectations, we offer a flexible and clear return policy.

Return/Exchange Period

You can return/exchange goods within 14 calendar days from the day you received your order.

Return/exchanged item

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging.

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Please inform us about the damage 48h after receiving the item. We will provide you with a shipping label.

RETURN/EXCHANGE PROCESS

Submit a return request by contacting us (via email info@ap-line.com)
Please provide the following information:
- Your order number (e.g., #9999);
- Brief reason of the return;
Along with the returned/exchanged product, you must submit a RETURN/EXCHANGE form. It will be sent to you by the staff.
You can return your order by sending via courier to our studio - Tvirtovės al. 86-2, Kaunas, 50184, Lithuania or by bringing it to this address in person.

! If sent to a pickup point, the return/exchange will not be accepted, and the item will be returned to you.

! The return shipping costs are covered by the buyer, unless the product was faulty/damaged and received wrong.

! Items sent back to us without first requesting a return will not be accepted.

! The original shipping costs are non-refundable.

MONEY REFUND

The returned items will be inspected on the day of receipt.
If item meets all return conditions, the money will be refunded within 14 business days using the same payment method that was used for the order.
Please remember it can take some time for your bank or credit card company to process and post the refund too.
If the item does not meet the return conditions, we will contact you regarding the next steps.
The cost of return shipping is covered by the buyer, except in cases where the return is due to our mistake (e.g., if you received the wrong item).

CUSTOM MADE PRODUCTS

We would like to draw attention to the fact that FUNDS ARE NON-REFUNDABLE if the product was made to order or customised according to the individual needs of the customer.

Unfortunately, we cannot accept returns on sale items or gift cards.

You can always contact us for any return question at info@ap-line.com.