Shipping policy

DISPATCH

We aim to process and dispatch your order within 1-2 business days. Delivery typically takes 3-5 business days after processing.

  • Some specialty or pre-order items may take longer to ship. Customers will be notified if delays occur.
  • All orders are shipped with a signature required upon delivery for security.
  • Orders are dispatched Monday to Friday, 7:00 AM – 5:00 PM.
  • Weekends and holidays are not considered business days.

SHIPPING TIMES & TRACKING

Orders are shipped via your chosen courier at checkout. Tracking details will be sent via email once your order has been dispatched.

  • If you have not received your tracking email, please contact us at charlon.helpdesk@gmail.com.
  • Customers are responsible for tracking their parcels and following up with their chosen courier.

SHIPPING FEES, DUTIES & TAXES

  • Customers are responsible for all shipping fees, duties, and taxes associated with their order.
  • Any unpaid duties or taxes will result in the return of the item to us, and we reserve the right to refuse the return.
  • Shipping fees are non-refundable, including cases of undeliverable, refused, missing, or stolen shipments.

CUSTOMS & ACCEPTANCE OF DELIVERY

  • Customers are responsible for arranging their own acceptance of the delivery. If re-delivery is needed, the customer must arrange and pay for it.
  • Import duties and taxes may apply based on your location. Please check with your local customs office before placing an order.

INCORRECT ADDRESS

It is the customer’s responsibility to provide the correct shipping address at checkout. If an incorrect address is provided:

  • We will not be responsible for lost or misdelivered packages.
  • No refunds or replacements will be issued due to incorrect address input.

RETURN TO SENDER

If an order is returned to us due to failed delivery attempts or unpaid duties, we will contact the customer for re-delivery arrangements.

  • We do not offer refunds for parcels returned to the sender.

ORDER DOES NOT ARRIVE

  • Customers should track their parcels using the provided courier tools.
  • Charlon Enterprises is not responsible for delays or delivery failures caused by third-party couriers.
  • While we will assist in contacting couriers, we cannot offer refunds for undelivered orders.

CUSTOMER PICK-UP

We offer FREE pick-up for orders from our store in Quiapo, Manila.

  • Pick-ups must be scheduled in advance by contacting us at charlon.helpdesk@gmail.com or at our FB messenger.
  • Unfortunately, browsing our warehouse prior to purchasing online is not allowed, but you can visit our physical stores before placing an order.

For urgent inquiries, email us at charlon.helpdesk@gmail.com or at out FB messenger.

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