Client Services
Frequently Asked Questions
Answers to the questions we're asked most. If you don't find what you need, we're always happy to help.
Where do you ship, and how long does it take?
We ship nationwide within the Philippines - typically 3–7 business days within Metro Manila and 7–14 business days for provincial areas. Full details are on our Shipping & Delivery page.
How can I pay?
You may complete your CHARLÉ purchase through the payment options currently available at checkout:
- QR Ph - scan and pay using any QR Ph-enabled bank or e-wallet app.
- Bank Transfer - transfer your payment directly to CHARLÉ’s official bank account and upload your proof of payment as instructed during checkout.
Available payment methods may be updated from time to time. Please refer to the options shown at checkout for the latest available payment methods.
Can I return or exchange an item?
Returns may be requested within seven (7) calendar days of receiving your order for a verified manufacturing defect, damage, or an incorrect item. An unboxing video is required for damaged or defective items. Approved exchanges are subject to availability, and return shipping is shouldered by the buyer. See our Refund & Return policy for eligibility and how to request one.
What are your bags made of?
Every CHARLÉ piece is made from 100% full-grain cowhide, sourced from the US, Australia, and Spain, with refined hardware and minimal branding. Explore the full line on our Collection page.
How do I care for my leather?
Wipe gently with a clean, soft cloth and keep it away from water, heat, and direct sunlight. Our Care & Repair page has the full guidance.
Will the colour match exactly what I see online?
Leather is natural, so slight variations in grain, texture, and colour are normal, and screens render colour differently. These variations are part of each piece's character.
Do I need an account to order?
No - you can check out as a guest. Creating an account lets you sign in and follow your order history.
How do I check on my order?
We'll be in touch to confirm delivery after you order. For updates, reach us via the Contact page with your order number.
How do I get in touch?
We'd love to hear from you - send us a message from the Contact page and we'll respond with care.