Help & FAQ
Everything you need to know about ordering from Tony & Charlie. Can't find your answer? Email us at support@tonycharlie.com and we'll get back to you within 24–48 hours on business days.
Shipping & delivery
How long does delivery take?
Orders placed on a business day are processed within 24 hours. Your order is then prepared and shipped to you directly by our production partner. Estimated total delivery times from the moment you order:
- Netherlands & European Union (including Sweden and Denmark): 7–14 business days
- United States & Canada: 9–15 business days
- United Kingdom, Switzerland, Norway & Australia: 12–17 business days
During busy periods such as holidays and sales, it can take a few days longer.
Where do you ship to?
We ship to all countries in the European Union, and to the United Kingdom, Switzerland, Norway, the United States, Canada and Australia.
How much does shipping cost?
Shipping is free to every country in the European Union (including the Netherlands, Sweden and Denmark), and to the United Kingdom and Norway, whatever your order size. To Switzerland, the United States, Canada and Australia, shipping is €19.95 per order.
Will my order arrive in one parcel?
Not always. If you order several pieces, they may be shipped separately and arrive on different days. You won't pay extra shipping for this.
Do I have to pay customs or import fees?
Within the European Union, no. There are no additional customs fees to pay on delivery. Orders shipped outside the EU (including the United Kingdom and Norway) may be subject to import duties and taxes, depending on local rules. These are paid by the customer on delivery.
Tracking your order
How can I track my order?
As soon as your order has been shipped, you'll receive an email with your tracking link. You can also view your orders and their status at any time via Track your order. Just sign in with the email address you used at checkout.
My tracking hasn't updated. Is something wrong?
Tracking can take 24–48 hours to show the first update, and parcels sometimes don't update for a few days while they travel between countries. This is normal. If your tracking hasn't changed for more than 7 days, send us your order number and we'll look into it for you.
Sizing
How do your sizes work?
We use European sizes, which are based on your child's height in centimetres. Size 80, for example, fits children up to about 80 cm tall. You'll find a size guide on every product page.
My child is between sizes. Which size should I choose?
We recommend choosing the larger size, so there's room to grow and the piece can be worn for longer.
I'm not sure about the size. Can you help?
Of course. Email us your child's height and age, and the piece you have in mind, and we'll happily help you choose.
Returns & exchanges
Can I return an item?
Yes. You can return items within 30 days of delivery, without giving a reason. Items must be unworn and unused, with the tags still attached and in their original packaging.
How do I start a return?
Email support@tonycharlie.com with your name, order number and the item(s) you'd like to return. We'll send you the return instructions. Please send the item back within 14 days after letting us know.
Who pays for return shipping?
Return shipping costs are paid by the customer, unless you received a wrong or faulty item.
Can I exchange for a different size?
The quickest way is to return the item for a refund and place a new order in the size you need. That way your new size isn't held up while your return is on its way back.
When will I receive my refund?
Once we've received and checked your return, we'll refund you within 14 days, to your original payment method.
My item arrived damaged or incorrect. What now?
We're sorry to hear that. Please email us within 48 hours of delivery with your order number, a short description and clear photos of the item. We'll replace or refund it after checking.
Payment & orders
Which payment methods do you accept?
You can pay with all major credit and debit cards, and with the local payment methods shown at checkout for your country. Payments are processed securely by Shopify Payments.
In which currency do I pay?
Prices are shown in your local currency where possible. Any currency conversion is done at checkout.
Can I change or cancel my order?
You can cancel within 24 hours, as long as your order hasn't been shipped yet. Need to change your address or size? Email us as soon as possible with your order number, and we'll do our best to help before your order is shipped.
I didn't receive an order confirmation. What should I do?
Please check your spam or promotions folder first. Still nothing? Email us and we'll check your order for you.
Still have a question?
We're here to help. Email support@tonycharlie.com or visit our contact page.