CONTACT & FAQ
How can I contact Charlie customer service directly with my questions?
Please email email@example.com or call direct at 475-235-2373
If you are inquiring about an existing order, kindly try to have your order# ready.
Why isn't my discount code being applied to my order/items in my order?
Discount codes do not apply to already marked down items unless otherwise stated.
Does Charlie ship internationally?
Yes! We offer worldwide shipping at www.charliebymz.com. Shipping rates vary depending on destination country and all customers are responsible for any additional tax and duties that may apply.
Please note: International customers are eligible for refund or store credit only.
My package has been lost or stolen. What do I do?
Once packages are in the carrier's hands, they are unfortunately out of our control. We know how frustrating it can be and are here to help!
As stated at checkout, if you opt out of Order Protection shipping protection, you will need to work directly with UPS or DHL to resolve the issue, as Charlie by Matthew Zink will not be liable for lost, stolen or damaged packages.
If you purchased Order Protection shipping protection at checkout:
We implemented Order Protection shipping protection to provide added insurance to your package. To file a claim with Order Protection, visit this link or the "File a Claim" button on your order confirmation page. After filing a claim, the Order Protection team will aim to reach out within 2 hours to begin resolving the issue, but many customers receive a response and resolution in an even more timely manner. Order Protection will ensure that you either receive a replacement or a refund for approved claims. Please reach out to our customer service team for additional assistance at firstname.lastname@example.org.
Where can I send my #charliefan photos?
Please send all fan photos to email@example.com or tag your photo with #charliefan on Instagram, Twitter, and Facebook. We LOVE to see all our fans enjoying Charlie!
Where can I learn about the latest Charlie news and promotions?
Sign up for our V.I.P List to get all our news, special sales, and first previews. You can also follow Matthew's process and inspirations on Instagram, Twitter, and Facebook.
Can I return Charlie Underwear?
All underwear merchandise is FINAL SALE.
Can I return Charlie Swimwear?
Charlie by Matthew Zink accepts returns of unused items within 30 days from the date of shipment with the exception of sale items and internationally shipped items - sale merchandise is final sale. We are happy to accept full price merchandise in its original packaging, unworn and with all tags attached. Please try on all swimwear over your own undergarments.
Please Note: Promotional discounts are valid on exchange items for 14 days from the time the customer receives the merchandise. If an item is returned for exchange past the 14-day mark, the new item will be calculated at its full price. All applicable promotions, discounts, offers (as part of a qualifying purchase), and coupons granted at the time of purchase will be prorated and applied to the amount of refund or credit.
Please send returns and exchanges to:
Charlie by Matthew Zink
c/o Leelynd Corporation
attn: Returns Department
546 South Main St
Waterbury, CT 06706
For any additional questions about returns or exchanges, please email us at firstname.lastname@example.org or call us direct at 475-235-2373.
Where else can I buy Charlie?
Our collection is exclusively available here at www.charliebymz.com. This allows us to provide an exceptional product at the best price possible for our customers.
How do I care for my swimwear?
To extend the life of your swimwear, rinse with cold water after each wear to remove any chlorine, salt water, or lotions. Wash on delicate cycle or hand wash only and lay flat to dry, do not ring out your swimwear. Always store your swimwear completely dry and carefully folded or flat.
Where are Charlie fabrics sourced?
All Charlie fabrics are made and printed in Italy from the finest quality materials for an exceptional quality and fit.