Do you have a question for Charlie Choe? Our customer service is there for you!
Monday till Thursday 09:00 - 17:00 hrs, Friday 09:00 - 15:00.
Frequently asked questions
1.1 At what temperature should I wash Charlie Choe pyjama's?
We understand that the pyjama's you purchased should stay beautiful after washing them. That is why it is important to carefully study the care label before washing and to follow the instructions.
1.2 Why is an item not available in the webshop?
Unfortunately, an item may not be available in the web shop.
This can have two reasons:
1. The article is completely sold out.
2. The article is not available. Unfortunately, in exceptional cases the supplier may not deliver items that are in our catalog. We are also very sorry for this and hope you can make another nice choice from the items in the collection.
1.3 Do you have your own Charlie Choe stores?
No, Charlie Choe has no own brand stores.
2.1 Where do I enter my discount code?
You may place the items of your choice in your shopping cart. Click on your shopping cart and then click on 'order'. When you scroll all the way down you will see the option for discount codes to the left of the total amount. Click on 'apply' and the discount will be deducted.
2.2 My discount code is not working, how is this possible?
Check that no typing errors have been made. When you click on 'apply', the discount code will only then be actually processed.
Take a good look at the conditions of your discount code, for example, some codes are only valid when spending a certain amount or are not valid for discounted items.
2.3 I forgot to enter the discount code, can I cancel my order or still use the discount?
It is not necessary to cancel your order, we are happy to settle the discount for you afterwards. You can email your order number and the discount code to [email protected] We will credit this amount.
If you have chosen to pay afterwards, you will receive an adjusted invoice by e-mail. If you have opted for iDeal, we will refund the amount to you within a few working days.
2.4 I have entered the code of my voucher, but now the discount of the sale expires.
Do you have a discounted item in your shopping cart? Then it is not possible in our system to enter the code of the voucher (as soon as you do that, the item prices will go back to the original value). Of course you are entitled to both! We can manually settle the voucher for you. You then initially pay the full amount with the sale prices. Send an email to [email protected] with your new order number and the code of your voucher and we will refund the value of your voucher.
3.1 How do I know the best size to order?
On our site you will find a size chart with measurements. Here you can see which size suits you best!
3.2 How do I place an order?
1. Place your item(s) in the shopping cart
2. Once you have finished shopping, please check your order
3. Click ‘Finish order’
4. Create a guest account, log in or register as a new customer.
5. Check your personal details and change your shipping address if necessary
6. If your information is correct click ‘Pay’
7. Choose how you wish to pay and click on ‘Place order’.
3.3 I have placed an order. Can I come pick it up at the head office?
No. It is not possible to come pick up your order at our head office.
3.4 What payment options do you have?
If you choose an online payment method, we will receive your payment immediately after successful processing of your order. Transactions with credit cards are processed securely; for the processing of these transactions we use the Ogone internet cash register. You can recognise a secure website by the padlock at the bottom of your screen during payment. We offer the following online payment methods:
- iDEAL, online payment through: ABN AMRO, ING, Rabobank, ASN Bank, bunq, Handelsbanken, Knab, Moneyou, Regiobank, Revolut, SNS Bank, Triodos, Van Lanschot.
- Billink - postpayment (Netherlands only) (please note: if you return an order at our expense, you will receive a voucher and you still have to pay the bill to Billink. If you do not want this, please choose for return at own expense)
- Klarna - retrospective payment (note: when returning at our expense, you will receive a voucher and you still have to pay the bill to Klarna. If you do not want this, please choose for return at own expense)
- Credit card: we accept MasterCard, Visa, American Express
- SOFORT Banking
- Paypal account
- A gift or credit voucher, issued by nowaymonday.com (enter the code at the discount code option)
When using an offline payment method, it may take a few working days before we receive your payment. Because your order will only be processed after we have received your payment, you should take into account a longer delivery time. Our account number is NL47 INGB 0005 3015 82 our BIC is INGBNL2A.
Each completed order is finally confirmed by e-mail with an order confirmation. It is therefore important that you enter your e-mail address correctly! The order confirmation by e-mail is not a proof of payment, but indicates that the order procedure was successful and that we have received your order.
3.5 How does post-payment work with Klarna?
With Klarna you pay afterwards, so you only pay for the items you want to keep.
- Shop your favorite products and place them in your shopping cart;
- Fill in your personal details and continue;
- In the payment section choose Klarna;
- Complete the order (note: you will receive a verification code via SMS which you must enter on the payment page) and you have paid;
- We will start processing your order;
- After sending the order Klarna will also send you a digital payment slip. The 14 or 30 day payment period starts when you receive the products. This means you can take your time to try and experience your product(s);
- If you have decided to keep the products, you can easily pay for your order via the Klarna app. With one push of a button you can pay your Klarna invoice with iDeal.
3.6 My payment failed, how can I still pay?
No problem, we can still do this for you. Do you have an account? Then you can log in and go to your account and see your orders. When you open the most recent order you will see that you can still complete the payment.
Don't have an account? Please send an email to [email protected]. We will email you a payment link and as soon as it is paid your order will be processed.
3.7 I get an e-mail that I still have to pay, but I have opted for post-payment. How is this possible?
The payment was probably completed too early. With Klarna you are linked to the payment page of Klarna itself, only when this is fully completed the order will be placed.
You can still do this. Do you have an account? Then you can log in and go to your account to see your orders. When you open the most recent order you will see that you can still complete the payment.
Don't have an account? Please send an email to [email protected]. We will email you a payment link and as soon as it is paid your order will be processed.
3.8 Can I still cancel/change my order?
We ship your order (order placed before 1pm on working days) the same day, so you get your package as soon as possible. This makes it difficult to change or cancel an order. But of course we will always try to see what is possible. Please call us at +31495745648 and we will see what options are available.
3.9 Can you wrap my order as a present?
To make giving trendy pajamas even more festive, you can have your order packed by us in a luxurious light blue gift box. The costs for this packing service are € 2.95 and can be optionally selected during the ordering process.
3.10 I bought my item before the sale. Will I still get the discount?
We understand that it is annoying that certain items are now discounted and not at the time you bought something. Unfortunately, there is nothing we can do about this afterwards and we cannot grant retroactive discounts on orders placed before the sale. In any case, you are now assured of your desired item. If you were to wait, you run the risk that an item will sell out or be out of stock.
3.11 The discount percentage has been increased, now what?
Unfortunately, there is nothing we can do about this and we cannot grant extra discounts with retroactive effect on orders that have already been placed during the sale. We understand that it is annoying that certain items are now even more discounted than when you bought the item. But at least you are now assured of your desired item and have bought it with a discount. If you were to wait, you run the risk that an item will be sold out or that your size is out of stock.
4.1 What are the shipping costs?
The standard shipping costs for the Netherlands are € 4,95 per order, Belgium € 5,95 and Germany € 6,95 and free from € 30,-.
Shipping to other countries is only possible on special request. The shipping costs will be calculated in advance by us and communicated to you as a customer.
4.2 Which shipping company does Charlie Choe use?
Charlie Choe sends its packages with DHL within the Netherlands. In Belgium, the delivery is done by PostNL and in the other countries by Deutsche Post.
4.3 Do you also ship abroad?
We currently ship to the Netherlands, Belgium, Germany, Luxembourg and Poland as standard.
Shipping to other countries is only possible on special request. The shipping costs will then be calculated in advance by us and communicated to you as a customer. Send an email to [email protected] and we will look at the possibilities.
4.4 What is the delivery time for my order?
We aim to ship all orders placed on a working day before 13.00 on the same day. You will receive a confirmation e-mail once we have received your payment and once your order is shipped. Orders made around the holidays and/or during the weekends can have a longer delivery time. All the items that we sell online are in supply and available in our warehouse at the time that the products are placed online. However, it can happen that multiple customers place an order during the same period of time. That is why it can sporadically happen that a product is still sold out.
4.5 Can I have my order delivered to a collection point?
If you do not want the package delivered to your home because you have to work that day, for example, you can choose to have it delivered to a collection point. Choose the shipping method for 'Pick up at pick-up point' and select the pick-up point of your choice. You will receive an email when the package is ready for you.
4.6 I live nearby, can I pick up my order at the warehouse?
Unfortunately, our office/warehouse is not accessible to consumers. There is not always someone present, in addition you have no proof that the package has been handed over to you.
4.7 At what time will the delivery man arrive?
You can follow your package by using the track & trace code. You receive this code after you have placed an order. Since the package is not scanned until the delivery service receives it, it can take a little while before the track & trace code works.
4.8 I have not yet received a track & trace code / I have not received anything after 24 hours
If the track & trace is not clear about the delivery, or if it is incorrect, please contact us at [email protected]. We will then start an investigation and will keep you informed by email.
4.9 How does a delivery inquiry work?
We will contact the carrier's depot and inquire about the delivery. By means of the GPS signal, it can be determined with great certainty where a package has been delivered. Inquiries are also made with the driver who made the delivery. There are still some resources we can use to track a delivery. The investigation takes a few working days to a week, unfortunately we cannot do anything about this. We will of course keep you informed of the status of the investigation.
4.10 My order seems incomplete, now what ?
All items that we sell online are also in stock and available from the warehouse when the products are put online. However, it may happen that several customers place an order in the same time period. It can therefore occasionally happen that a product is still sold out. If this occurs, we will send you an email and the item will be credited.
If you have not received an email about this, please contact us at [email protected]. We are happy to help you!
4.11 An item I bought is sold out but I was able to order it, how is that possible?
All items that we sell online are also in stock and available from the warehouse when the products are put online. However, it may happen that several customers place an order in the same time period. It can therefore occasionally happen that a product is still sold out.
4.12 Why will I no longer receive a packing slip?
We stopped using packing slips to save ink, energy and paper, thus doing our bit for the environment. This is in line with our sustainability efforts. All details of your order can be found in the confirmation email or in your account. To do so, go to My Account at www.charliechoe.com.
5.1 For how many days do I have a right to ship returns?
We do our best to inform you about the items on our website. Should an item still not meet your expectations, then it can be returned within 14 days.
5.2 Can I also exchange items?
Unfortunately, purchased items cannot be exchanged. You are of course welcome to place a new order on our webshop www.charliechoe.com or buy from one of our Charlie Choe points of sale to get your favourites.
5.3 How can I return my order?
We make every effort to inform you about items via our website. Should an article nevertheless not meet your expectations, it can be returned (within 14 days). We would appreciate it if the article is returned in its original packaging.
Click here for more information on returns.
5.4 I bought a discounted item, how does this work?
For returning items with a fixed discount, the same rules apply as above. Different rules apply during the stack discount. When you return an item during the stack discount, the discount is recalculated over the total number of items after return. You will receive any difference on your account. If you would like to order an item in a different size, you can do this via the webshop. The discount then depends on the number of items ordered again (so the number of previously ordered items is not taken into account.)
5.5 What are the return costs?
For the Netherlands and Belgium, you can buy a return label via our returns module. For the Netherlands, the cost for a return label is € 5.25 and for Belgium the cost for a return label is € 5.95. Click here to create a return label.
You can of course also choose a parcel service yourself, for the current costs please visit the website of the respective parcel service.
Unfortunately, we cannot yet provide return labels for other countries. Only for the Netherlands and Belgium.
5.6 I live nearby, can I deliver my return shipment to you?
Unfortunately, a return shipment cannot be issued to us, this can only be done by post. There is not always someone present at our office, and you also have no proof that the package has been returned.
We have a parcel mailbox at the gate on the road. If your package fits in it, you can leave your package in the parcel mailbox, this is at your own risk, unfortunately we cannot give you a proof of delivery.
5.7 Which items cannot be returned?
The following items are not covered by the right of withdrawal and cannot be returned:
- Items that have been worn or washed;
- Swimwear without hygiene strips;
- Items without original price tags;
- Charlie Choe gift card.
For products that are damaged or show signs of use, we reserve the right to refuse the return or offset the damage.
5.8 Can I also return Charlie Choe pyjama's that I purchase in a store to you?
If you have purchased pyjama's by Charlie Choe at a shop, then you can return it to the shop you purchased it at. They will help you!
5.9 Can I also return Charlie Choe pyjama's to a store if I purchased it online?
No, if you have purchased clothing by Charlie Choe online via charliechoe.com, then you should return it to us. For more information on this, click here.
5.10 I have returned an item, what do I do with the Klarna bill?
Once we have processed your return, Klarna will send you an adjusted invoice within a few working days. If you haven't kept anything then the account will be closed.
5.11 Klarna's account has not yet been adjusted, what now?
If you have received an e-mail from us that your return has been processed, it may take a few working days before you receive the adjusted invoice. If you have not received a correct invoice after 5 working days, please let us know and we will sort it out for you.
Have you not yet received an e-mail that your return has been processed? Check, via your track & trace, whether your return has already been delivered to us. If it has been delivered, it can take 3-4 working days for it to be processed.
If it has not yet been delivered, please contact us (if you have purchased a return label via our GoParcel portal) or the parcel service of your choice.
We are available Monday to Thursday from 09:00 to 17:00 and on Friday from 09:00 to 15:00.
By phone or by e-mail +31 (0)495-745648 / [email protected]
6.1 I bought an item in a shop/webshop, but it broke. What can I do best with this?
What a pity that a complaint has arisen. Unfortunately, it is not possible to complain directly to us. It is best to report to the store or webshop where you bought the item. They will assess the complaint.
When it is purchased in our webshop at www.charliechoe.com you can report your complaint via [email protected] and our customer service will handle it. If you already e-mail an order number and a photo of the complaint, the handling will go a bit faster.
6.2 I received my item damaged. Where can I report my complaint?
Of course that shouldn't have happened, sorry about that. You can email your order number, item number plus the size to [email protected] within 5 days. We would also like to receive a photo of the complaint, so that we can immediately look at it with you.
You can expect a substantive response via email within a few working days.
6.3 What are the warranty conditions?
The legal guarantee applies to all our products. Legal guarantee means that a product is or must do what the consumer can reasonably expect from it. Is your order damaged or defective or are you not satisfied with an item and do you think you are entitled to a warranty? Then please contact us. You can send an email to [email protected] or call +31 (0)495-745648.