FAQs

Yes, by charlotte is an Australian brand based in Sydney, NSW.

Founded in 2012 by former makeup artist Charlotte Blakeney, Australian jewellery brand by charlotte was created with the intention to inspire and share the magic of love, peace, and joy through our meaningful jewellery.

Known and loved for our iconic Lotus necklace, each collection is beautifully crafted from 18k gold vermeil, 14k gold, and sterling silver. Our signature pieces feature meaningful symbols, precious gemstones, and mindful mantras.

All jewellery designs are original and are designed by Charlotte and our team of designers in our Sydney design studio.

Live in light and celebrate every moment and milestone with meaningful jewellery by charlotte.

"Reminding yourself of what is important in life and what you are grateful for is a beautiful way to be present and shift your mindset.Each by charlotte piece is created with an intention so that you can carry and reflect on that intention throughout your day."

Charlotte Blakeney
Founder & Director

Our jewellery is stocked in-store and online at premium Australian and International stockists. You can find our full stockist list here.

There are multiple channels of contact which you can utilise to get in contact with the by charlotte team. During sales or promotion periods, you may experience a delayed response of up to 4 business days.

Customer Care

Our team of stylists and by charlotte jewellery experts are available to give you instant styling or order help through any of the below platforms. All services will be closed during NSW public holiday dates listed here.

Live Chat

Our live chat hours areMonday to Friday from 9am to 4pm.

Phone

Our phone hours areMonday to Friday from 9am to 4pm.P:(02) 8030 7095.

Emails

Our emails are covered Monday to Friday from 9am to 4pm.

E:customercare@bycharlotte.com.au

PR & Media Inquiries

For public relations or marketing inquiries please email our PR team at pr@bycharlotte.com.au. For all media and collaboration requests, please email us at fashion@tmcpr.com.au.

Wholesale Inquiries 

If you are a retailer interested in stocking by charlotte, you can get in touch with our Wholesale Team at wholesale@bycharlotte.com.au.

Careers & Recruitment

Further information and contact details for our Recruitment Team can be found here. 

Our Sydney Flagship boutique is where the magic of by charlotte is brought to life.  Please see the below details to locate us: 

Sydney Flagship Boutique & Sydney Piercing Studio

43 William St, Paddington NSW 2021

Ph: (02) 8959 4900

Sydney Flagship Boutique Hours
Monday to Wednesday - 10am to 5pm
Thursday - 10am to 6pm
Friday - 10am to 5pm
Saturday - 10am to 5pm
Sunday - 10:30am to 4pm

*For holiday opening hours please see here.

Sydney Piercing Studio Hours

Friday - 11:30am to 4:30pm

Saturday - 10am to 4:30pm

*While we do our best to accommodate walk-ins at our piercing studio, it is advisable to make an appointment to ensure availability and minimise wait times.

Please make an appointment here.

Our iconic boutique and ‘Everything you are is enough…’ lotus mural is situated in the heart of Sydney’s quaint shopping hub, Paddington.

Filled with an abundance of natural light and uplifting messages, visitors are instantly transported to a calm and peaceful sanctuary.

Visitors are invited to explore our full collection of jewellery and gifts while learning about the intention behind each piece.

This unique shopping experience was intended to make our community feel welcome and grounded while providing a retreat from the hustle and bustle of everyday life.

For more information about our store please click here.

Sydney Flagship Boutique Hours
Monday to Wednesday - 10am to 5pm
Thursday - 10am to 6pm
Friday - 10am to 5pm
Saturday - 10am to 5pm
Sunday - 10:30am to 4pm

*For holiday opening hours please see here.

Sydney Piercing Studio Hours

Friday - 11:30am to 4:30pm

Saturday - 10am to 4:30pm

*While we do our best to accommodate walk-ins at our piercing studio, it is advisable to make an appointment to ensure availability and minimise wait times.

Please make an appointment here.

*Please note, our Sydney Flagship boutique and piercing studios are not open on public holidays.

You can contact our Sydney Flagship Boutique by phone at (02) 8959 4900 or by email at paddington@bycharlotte.com.au

Our store is located at 43 William St, Paddington NSW 2021 and is open Monday - Sunday (excluding public holidays). You can view our trading hours here.

Our Sydney Flagship Boutique acceptsby charlotte gift vouchers, Amex, MasterCard, Visa Card, and Afterpay.
For more information about our store, please click here.

Any orders that are purchased with an express service will automatically be fast-tracked and packed as a priority.

Due to order constraints, we are unable to accommodate a fast-track request during sale and promotional periods.

Due to the high volume of orders we are processing, unfortunately, we cannot amend your order once it has been placed.

If you would like to cancel your order, we will do our best to accommodate this request but we cannot guarantee that this is possible.

As cancellation requests are time-sensitive, please call us on (02) 8030 7095 as soon as possible to cancel your order.

We will do our best to accommodate special requests within reason and within our control. Please note during sale and promotional periods we will not be able to assist with requests such as this.

If you have a special request, we encourage you to contact our online Customer Care Department at (02) 8030 7095 to see if we can accommodate your request.

All by charlotte jewellery comes in our signature pink box with a 100% eco-friendly cotton pouch included and a meaning card. At by charlotte, we believe in sustainability and conservation, therefore, to prevent unnecessary wastage, the number of cotton pouches is provided according to the size of the individual order.

Our boxes are recyclable, however, we suggest that you do not store your jewels in our gift boxes long-term. Keep your jewellery in a cool, dry place away from direct sunlight.

We offer premium gift wrapping as an option at an additional cost if you are looking to add an extra special touch of magic.

To purchase gift wrapping, simply add it to your cart upon checkout, or alternatively, you can browse our selection of gift boxes, greeting cards, and gift cards here.

Due to the high volume of orders that we are processing, unfortunately, we cannot guarantee that your order can be cancelled in time.

While we will try our best to cancel your order, it may have been processed and shipped already.

As order cancellation requests are time-sensitive, we encourage you to contact our online Customer Care Department at (02) 8030 7095 to see if we can accommodate your request.

You can request a gift receipt during checkout. 

When the gift receipt option is selected, your order will be packed with a gift receipt instead of an invoice. 

Unlike an invoice, a gift receipt does not include any pricing information, however, it can be used as proof of purchase if the receiver wishes to return an order in line with our return policy. 

Please see our return policy here.

Yes, we ship internationally using DHL International Express.

We offer international shipping to Canada, Denmark, France, Germany, Finland, Hong Kong, Ireland, Italy, Japan, New Zealand, Netherlands, Norway, Singapore, Spain, Sweden, Switzerland, United Kingdom,The United States.

You can request a gift receipt during checkout. 

When the gift receipt option is selected, your order will be packed with a gift receipt instead of an invoice. 

Unlike an invoice, a gift receipt does not include any pricing information, however, it can be used as proof of purchase if the receiver wishes to return an order in line with our return policy. 

Please see our return policy here.

If you have a discount code and would like to use it when placing your order, please follow the instructions below:

Desktop

Please type the discount code into“Gift card or discount code”box on the first page of the checkout. Then click “Apply”.

Mobile & Tablet

Please click“Show order summary +”,then type the discount code into“Gift card or discount code”box on the first page of the checkout. Then click the ➡️  button to apply.

Be sure to check that your discount code has been applied before completing your order. If your code is not correctly applied at this stage, we cannot apply the discount later or credit you and you will be charged the full price for your order.

If you have any issues, we encourage you to contact our online Customer Care Department.

From time to time we offer exclusive discount codes, to be sure that you don't miss out on any of our promotions or offerings we suggest signing up for our newsletter or following us on our social media. 

• Facebook: bycharlottejewellery
• Instagram: bycharlotte
• TikTok: bycharlottejewellery

To sign up to our newsletter simply head to our home page and scroll down, in the bottom right-hand corner you will see a section where you can enter your details and finalise the signup.

When you sign up for our newsletter you will receive 10% off of your first order with us. Once you have completed the sign-up form your code will be sent to the email address you entered!

Absolutely, we want to celebrate your birthday with you!

Simply add your birthday information when you sign up for our newsletter or update your account details to receive a 15% discount code on your birthday.

Your birthday code will be emailed to you on the day of your birthday, you can only use the code once, and the code will be valid for 6 months.

Please note you will need to have signed up for this code prior to your birthday day for you to receive this code.

If you have any issues, we encourage you to contact our online Customer Care Department.

If you're having trouble entering your discount code, please check out the link here to ensure you're entering your code correctly.

After reviewing that link if you have followed all the steps and it's still not working, we suggest clearing your cookies on the browser are you using. This should solve any issues and will allow you to place a new order with the discount code.

If your promo code won’t apply or you receive an error message, please check whether the following applies to you:

• You’ve already used the code. Most discount codes can be used once only, so if you or someone else has ever used the code in the past then it won’t work again. 
• The items aren’t eligible. Be sure to check the terms and conditions of the code, and make sure the items in your shopping cart aren’t excluded from the promotion.
  Some common exclusions are sale items, gift cards and vouchers, and gift wrapping.
• The code has been entered incorrectly. Our discount codes are case-sensitive, so be sure to enter them exactly as they are written.
• The code has expired. Check the expiry date of the discount code, most discount codes expire after a set period. 

If you still have issues after checking the above, we encourage you to contact our online Customer Care Department with a screenshot of your discount code with the items in your cart and we will investigate it further for you.

Yes, you can! Items purchased using a discount or promotional code are eligible for either a store credit or a refund.

Any items which are final sale will be mentioned at check out prior to purchase.  All sale items purchased during sale periods are final sale. Please check over your order carefully prior to finalising your cart.

We do not offer refunds or credit notes on sale items that have been marked down or red-penned unless the product is faulty, in which case we will provide a full refund. 

by charlotte complies with Australian Consumer Law and our products come with a consumer guarantee that ensures our products are sold without faults and are the same as described online.

You can read our full Return Policy here.

Unfortunately, you cannot collect your order from on-site as the by charlotte HQ is a closed location.

Please feel free to visit our Sydney Flagship Boutique as an alternative location. For more information on our Store, please click here.

Orders are processed and shipped out Monday – Friday only (excluding Australian Public Holidays). We aim to have all orders shipped as soon as possible and within 48 hours of being placed.

Please note that during sale and promotional periods, orders may take an additional 3-5 business days to arrive.

The estimated shipping time for your order will depend on which shipping option you have selected:

Domestic Express is 1-3 business days (excl. WA which is 5-7 business days). International Express is 3-5 business days for New Zealand and 7-14 business days for Rest of World.

Once your order has been shipped, you will receive a shipping notification via email with tracking details.

You can view our shipping information here.

Once your order has been dispatched, you will receive a shipment confirmation outlining your order details, delivery details and your consignment number which you can use to track your order.

This information will be sent to the email you used to place the order originally. If you have any issues, we encourage you to contact our online Customer Care Department.

For orders that are dispatched with Australia Post Express Shipping, we ship to PO boxes.

For orders that are shipped through DHL, we are unable to ship to both PO boxes or Military addresses. Please ensure that you have a suitable address available. 

We ship Australia-wide and worldwide. For our shipping options, prices and timeframes, see our shipping information page here.

All shipping options require a signature upon delivery and are fully insured.

Yes, due to the high value of our orders, our delivery services require signature upon delivery. If you are unavailable during delivery you will need to organise re-delivery directly with the courier.

All of our shipping methods are fully insured so your pieces are covered whilst in transit. Every parcel is required to have a signature upon delivery, and you will be responsible for signing for the receipt of your package.

Once the piece is signed for, it is no longer considered in transit and is therefore no longer insured. We do not replace or refund orders that have been delivered correctly and signed for.

In most cases, your parcel has been delivered and signed for by another person.

Please check with your neighbours, office, reception area or immediate family before contacting our Customer Care Department.

We offer free Standard Shipping on all orders over $150 within Australia and free Express Shipping on domestic orders over $200.

Please see below for our complete postage fees: 

• Free standard shipping on all Australian orders over $150.
• $8 AUD flat rate for AU orders under $150 AUD
• Free express shipping on all Australian orders over $200.
• For Australian orders under $200 express postage can be added for $10.
• Sydney's same-day delivery service comes with a $20 flat rate for all same-day deliveries within 20km or a $40 flat rate for orders within 21km to 50km.

For more information on Shipping and Delivery information, please click here.

For more information on Same-Day delivery information, please click here.

We ship all domestic orders via Australia Post Standard and Express shipping. We have various estimated shipping times depending on your delivery location and which service you have chosen.

Domestic Standard Shipping will take 7-9 business days to deliver (excluding WA). Orders for Western Australia will take 9-12 business days to deliver.

Domestic Express Shipping will take 3-5 business days to deliver (excluding WA). Orders for Western Australia will take 5-7 business days to deliver.

Please allow an additional 3-5 business days during sale and promotional periods.

For more domestic Shipping information, please click here.

We use Australia Post Standard eParcel and Australia Post Express for all Australian customers as we find it's the best and most trustworthy when it comes to delivery. 

For more information regarding Shipping and Delivery, please click here.

Great news, Sydney! In selected suburbs, we offer Same-Day delivery, Monday to Friday when you order before 11am.

If you place your order before 11am Monday to Friday, a courier will deliver to you by 5pm on the same day!

Please note that all same deliveries are shipped from our warehouse in Alexandria, NSW and our delivery rates are as follows:

• $20 flat rate for all Same-Day deliveries within 20km.
• $40 flat rate for all Same-Day deliveries within 21km to 50km.

Our courier service, Rendr, requires a signature on arrival for all Same-Day Deliveries. If you will not be home, please rebook your delivery by reaching out to Rendr directly.

We don't currently have an option for Same-Day service in any other state, but trust we are working on it.

Any queries regarding the status of the delivery, please contact Rendr by emailing support@rendr.delivery or call 1300 697 363. 

We offer a flat rate of $29 Express Shipping for international shipping and use DHL's trusted Worldwide Express Service.

Please keep in mind that each country has its own taxes and duties and this postage cost is a separate cost. If you're unsure about what taxes and duties look like for you please view our article here.

For more information on Shipping and Delivery information, please click here.

We ship all of our international orders through DHL Worldwide Express Service. Depending on the country your order is being sent to you should receive your order within 7-14 business days.

This timeframe does not include our dispatch time, we aim to dispatch all orders within 48 business hours of being placed however, please allow an additional 2-3 business days during sale and promotional periods.

Once your order has been shipped, you will receive an email with your tracking details.

For more Shipping Information, please click here.

We use the DHL Worldwide Express for all international couriers as we find it's the best and most trustworthy when it comes to delivery. There is not currently a standard option for our international customers.

For more information regarding Shipping and Delivery, please click here.

For international orders, duties and taxes are occasionally incurred on package arrival and are charged in addition to international shipping costs.

Please note that the customer is responsible for all import duties, customs and local sales taxes levied by the country they are shipping to.

Charges differ in each country depending on the regulations, by charlotte is not liable for any late deliveries caused by local customs or third-party delivery companies.

For Australian orders, GST is already included in the retail price. For more information about duties and taxes please click here.

Australia Post Standard Shipping Cutoff

WA & NT

15th December 2023

Rest of Australia

19th December 2023

Australia Post Express Shipping Cutoff

NSW

22nd December 2023

WA & NT

20th December 2023

Rest of Australia

21st December 2023

International DHL Express Shipping

TBC

All of our sizing information can be found on our Size Guide as well as any specs from some of our repeat styles.

You can order our ring sizer here so you can measure your size at home or alternatively, if you have a piece of string you can wrap that around the intended finger and then use that section to measure the length against a ruler.

We have staff available at our Paddington Boutique who would be more than happy to assist if you'd prefer to speak to someone in person. If you are unable to visit us, being professionally sized by your local jeweller is another great option.

Please ensure to be given a size in Australian sizing, as well as an inside diameter measurement of the ring sizer (these tools can vary between jewellers). We highly recommend measuring around your knuckle to ensure a correct fit.

Always remember that your hands will be different sizes and you need to measure according to the finger you intent to use.

The majority of our necklaces are designed to be our standard adjustable size of 15”-18”. Length of necklaces are detail in the detail section of a product page.

If you have received your ring and realise that you have chosen an incorrect sizing you are welcome to send your piece back so long as it's within our Return Policy. Prior to ordering again we highly recommend establishing your correct ring size in Australian standard sizing, either by visiting us or a local jeweller.

If you're outside of our returns window, depending on the design, most of our pieces are able to be resized within a certain range. We do offer a resize service through our repair partner.

We work with a small network of Responsible Jewellery Council (RJC) and SCS accredited international manufacturers based in Thailand and China.

As a certified member of the RJC, all factory operations are performed according to Responsible Jewellery Council (RJC) member guidelines for safety, sustainability, environmental protection, and labour rights. You can read more about the RJC journey here.

Our manufacturers are also SCS certified. SCS certification ensures that we use recycled metals, gemstones and that we actively avoid conflict metals or materials from questionable sources. This certificate demonstrates that you meet fundamental benchmarks for social and environmental accountability, including risk management through supply chain. You can read more about the SCS journey here.

At by charlotte, we pride ourselves on quality craftsmanship and attention to detail. Each unique piece is designed in-house and meticulously refined by our designers and Charlotte herself. 

From the initial drawings to the final samples, we work closely with all partners within our supply chain to ensure that our jewellery is reflective of the love and consideration that goes into every step of the design process.

18k Gold Vermeil

Vermeil (pronounced ver-may) is a high-quality method of gold plating. In order for a product to be gold vermeil, over gold plated - the product must be coated in a thick layer of gold (at least 2.5 microns) on sterling silver. The gold that we use is 18 carats, which is a higher quality gold compared to others.

Sterling Silver

We use solid sterling silver (925).

The '925' represents 92.5% minimum pure silver. As pure silver is soft and malleable (making it prone to breakage), 7.5% is made up of alloy. This helps our silver remain durable and suitable for everyday use while remaining high quality.

14k Solid Gold & 14k Solid White Gold

We use 14k gold, which, similar to our sterling silver - is mixed with a small amount of metal to ensure durability while remaining high quality.

GH-SI Diamonds

In our 14k Luxe Collections, we use GH-S1 diamonds. These are naturally sourced diamonds. The GH represents the colour of the diamond, which is 'fine white' and at the high end of the nearly colourless range. SI stands for 'small inclusions' and represents the clarity of the diamond.

Lab-Grown Diamonds

In our 14k Luxe Collections, we have just introduced our lab-grown diamonds. These are known as cultured, man-made or engineered diamonds and are grown in a highly controlled state-of-the-art laboratory. Lab-grown diamonds are physically, optically, and chemically identical to mined natural diamonds - the difference only lies in their origin. There are two types of lab-grown diamonds: Chemical Vapor Deposition (CVD) or the High Pressure - High Temperature (HPHT), by charlotte utilises both channels to create our diamonds.

White Cubic Zirconia

Cubic Zirconia crystals appear almost identical to real diamonds, however, they are man-made stones. We source high-quality cubic zirconias from quality suppliers to ensure consistency and durability.

Yes, you can! Engraving is currently available for selected pieces only. Please see our engraving information page for more information here.

Please bear in mind any pieces that are engraved will not be eligible for return and are final sale.

All of our pieces are designed in Australia and are produced overseas by fully certified members of the Responsible Jewellery Council (RJC) and signatories to the UN Global Compact based in Thailand. 

Due to this, we cannot make any changes to the design of the jewellery and we are not able to create bespoke or customised pieces at this time.

However, we do offer a necklace extender available in 18k Vermeil Gold, Sterling Silver, our 14k Solid Gold and White Gold.

You can purchase a necklace extender here.

While water doesn't have an immediate effect on 18k Vermeil Gold, continuous contact with water or other chemicals such as perfume, deodorant and household cleaning products can cause tarnishing. Proper jewellery care is recommended so you can ensure the longevity of your beloved pieces.

Any of our Solid Gold products are waterproof and tarnish proof if cared for correctly.

Although our jewellery is nickel-free, traces of it may exist due to machinery, and cross-contamination during the production process. Please contact our Customer Care Team if you experience a reaction within the first few wears, and they will be able to assist you further.

At by charlotte it is important to us that we work with manufacturers who are certified by both RJC and SCS, who also align with our brand values and who are able to make a commitment to sustainability with us.

All company policies are formulated to uphold and promote the Ten Principles of the United Nations Global Compact and the UN's Sustainable Development Goals. You can read more about the Global Compact and Sustainability Goals here.

As a certified member of the RJC, all factory operations are performed according to Responsible Jewellery Council (RJC) member guidelines for safety, sustainability, environmental protection, and labour rights. You can read more about the RJC journey here.

Our manufacturers are also SCS certified. SCS certification ensures that we use recycled metals, gemstones and that we actively avoid conflict metals or materials from questionable sources. This certificate demonstrates that you meet fundamental benchmarks for social and environmental accountability, including risk management through supply chain. You can read more about the SCS journey here.

Additionally, as part of our pledge to a sustainable future, our manufacturers all align to the following practices: 

• As part of their pledge to close resource loops and craft jewellery within a circular manufacturing economy, they have optimised each step of their production process to incorporate reuse and recycling, offer low-impact production alternatives and are continuously working towards green innovation.
• All stones are ethically sourced and certified conflict-free by a carefully vetted supplier base.
• Scrap metal from all production process are retrieved and recycled by a European-certified metallurgical company to minimise wastage. 
• All pieces are made with 100% nickel-free materials.
• Our mass production order will be delivered in biodegradable/compostable poly bags made out of plant-based materials. 

We also buy in smaller quantities to avoid dead stock and any pieces which are approved back under warranty are either repurposed or smelted to avoid contributions to landfill. 

Gold Vermeil is a technique used where Sterling Silver is electro-plated together with Solid Gold. It is popular due to its long-lasting wear and all by charlotte Vermeil pieces are electroplated with 18ct gold using a thickness of 3 microns.

14ct Solid Gold has a pure gold content of 58.5% and is a happy medium between durability and beauty. Denoted by a ‘14ct’ or ‘585’ stamp, this type of gold is less likely to tarnish than 9ct Solid Gold and is significantly more resistant to scratches compared with higher-carat gold.

The two types of gold we use when producing our pieces are 18ct (75%) and 14ct (58.5%). 18k Gold Vermeil jewellery is much higher in quality, longevity and value than standard gold-plating, and is a great alternative if you do not wish to buy Solid Gold jewellery.

It is becoming increasingly popular as it is the perfect balance of quality and value. 

Lab grown diamonds are known as cultured, man-made or engineered diamonds and are grown in a highly controlled state-of-the-art laboratory. Lab-grown diamonds are physically, optically, and chemically identical to mined natural diamonds the difference only lies in their origin. There are two types of lab-grown diamonds: Chemical Vapor Deposition (CVD) or the High Pressure - High Temperature (HPHT), by charlotte utilises both channels to create our diamonds.

Natural Diamonds are sourced from an RJC manufacturer according to the Kimberley Process Certification Scheme (KPCS) and are sourced only with the explicit guarantee that they have been mined and cut in line with UN regulated guidelines regarding ethical and sustainable practice. 

Either option you take you will receive an excellent quality and both are seen as valuable and beautiful here.

All diamonds we use are sourced from an RJC manufacturer according to the Kimberley Process Certification Scheme (KPCS) and are sourced only with the explicit guarantee that they have been mined and cut in line with UN regulated guidelines regarding ethical and sustainable practice.

All diamonds we use are sourced from an RJC manufacturer according to the Kimberley Process Certification Scheme (KPCS). 

The Kimberley Process (KP) is a multilateral trade regime established in 2003 with the goal of preventing the flow of conflict diamonds. The core of this regime is the Kimberley Process Certification Scheme (KPCS) under which States implement safeguards on shipments of rough diamonds and certify them as “conflict-free".

The Kimberley Process (KP) is a commitment to remove conflict diamonds from the global supply chain. The KP defines conflict diamonds as 'rough diamonds used to finance wars against governments’. Today, participants actively prevent 99.8% of the worldwide trade. 

While most of the gemstones used are natural, ethcially sourced gemstones, some of the gemstones we use are synthetic. They will be noted as synthetic in the detail section of each product page.

A synthetic gemstone is a type of premium, high-grade, man-made stone that mimics the cut, colour and clarity of real precious and semi-precious gemstones (i.e.; Like how Cubic Zirconia's mimic diamonds). Using synthetic gemstones allows us to the keep the quality, vibrancy and colours of the stones consistent.

At by charlotte, we pride ourselves on quality craftsmanship and attention to detail. Each unique piece is designed in-house and meticulously refined by our designers and Charlotte herself. 

From the initial drawings to the final samples, we work closely with all partners within our supply chain to ensure that our jewellery is reflective of the love and consideration that goes into every step of the design process.

To ensure that your jewels last as long as possible, we recommend you follow the below care information:

• Moisture: Exposure to water and moisture such as showering, hand washing and swimming can cause jewels to tarnish.
• Exercise: Delicate jewellery can break during exercise or vigorous activity.
• Cosmetics: Contact with perfume and cosmetic products can damage gold-plated and sterling silver jewellery.
• Anti-tarnish: Keep our anti-tarnishing tabs with jewels to protect against moisture during storage.
• Storage: We suggest that you do not store your jewels in our gift boxes long term. Keep your jewellery in a cool, dry place away from direct sunlight.
• Cleaning: Only clean your jewels using a soft polishing cloth.
• Plating: With all plated jewellery over time the top metal will wear away. Therefore, plated pieces may need to be re-plated every few years.

If you are after more information, please see our Care Guide.

Sterling silver and solid gold pieces can be cleaned using a soft polishing cloth or ideally a jewellery cleansing solution.

Gold and rose gold plated pieces should be cleaned very gently with a soft polishing cloth. Do not use tissue paper or paper towels.

Please note that with all plated jewellery over time the top metal will wear away. Therefore, plated pieces may need to be re-plated every few years.

Our favourite jewellery cleaner is available for purchase through our website here.

Tarnishing is a thin layer of corrosion on metals, resulting from a reaction to moisture, air or chemical compounds with the metal in your jewellery. This will appear as a dark surface discolouration to your jewellery.

All types of jewellery that aren’t 100% pure gold or 100% pure silver can tarnish, this includes any fine jewellery composed of solid 14k/18k gold or sterling silver. Fine jewellery made of solid gold and silver can also tarnish if not cared for properly.

Tarnishing is a natural process that can sometimes cause the metal of your jewellery to discolour or oxidise quickly. Some ways we can avoid this from occurring are:

• Utilise the anti-tarnishing tabs that you have received within your order and store your jewellery in a clean, dry place. This can be a jewellery box with soft lining which will minimise scratches and exposure to other elements.
• Avoid wearing your fine jewellery in chlorinated pools.
• If your jewellery contains any natural gems take extra care to avoid any harsh cleaning products on the stones. Only use a mild detergent or soap and water. Avoid using polishing cloths directly on the gems.
• When wearing your jewellery, take care to minimise exposure to any make-up, hairspray, perfumes and lotions. Especially sunscreen and products with chemicals.
• Don’t wear your jewellery when sleeping, exercising, showering or intense physical activity. Even the PH levels in your sweat can cause a reaction with your jewellery, and you’ll also reduce the chance of accidental breakage.

It is within the nature of gold-plated jewellery to occasionally tarnish. Some perspiration and body oils can be more acidic than others, which can sometimes cause the metal of your jewellery to discolour or oxidise quickly. To avoid this process occurring, we recommend taking your jewellery off while sleeping, exercising, showering, and swimming.

If your jewellery has started to tarnish, it can quite often be alleviated using a jewellery polishing cloth for Sterling Silver and Solid Gold pieces and a jewellery cleaning solution for Vermeil Gold pieces. If you still see no change you may need to take it to a professional jeweller for a clean.

We also have ultrasonic cleaners available in both our store and HQ which can be used (depending on your level of tarnishing).

Our cuffs are delicate by design and require special care to ensure they stay beautiful and last for years to come. Here are some tips on how to care for your cuffs:

Wearing Your Cuffs

• Rotate your wrist so that your thumb is facing up, exposing the narrowest part of your wrist.
• Place the opening of the cuff underneath your wrist, pushing gently onto the wrist.
• Lightly rotate the cuff opening over your bone and onto your wrist.
• Rotate your cuff so it's sitting flat and secure. Avoid moulding the cuff to fit a larger part of your arm or another body part.
• Reverse the above steps to remove your cuff from your wrist.
• Avoid wearing them during strenuous exercise or activities that can cause the cuff to break if pressure is applied.
• Store and wear your cuffs with care, as they can easily become scratched. Avoid storing them with other jewellery items that may rub against them and cause damage.

Cleaning Your Cuffs

• After wearing your cuffs, wipe them gently with a soft cloth to remove any body oils or residue.
• Clean your cuffs gently with a small amount of mild washing liquid and warm water. Avoid using harsh detergents or chemicals that can damage the plating.
• Dry your cuffs with a soft cloth and lay them flat on a towel to air dry. 
• Keep in mind that cuffs should avoid being cleaned in an ultrasonic cleaner, as this can damage the plating and may result in cracking.

Pieces that are worn or cared for incorrectly are not covered under the by charlotte warranty.

Freshwater pearls are delicate in nature and require special care to ensure they stay beautiful and last for years to come. Here are some tips on how to care for your pearl jewels:

Wearing Your Pearls

• Put on your pearls last and remove them first. This helps to minimise their contact with creams, oils, cosmetics, and hairspray, which can damage them over time.
• Avoid wearing your pearls if the string gets wet. A wet cord or string will stretch and damage the pearls.
• Do not wear your pearls in water. Exposure to water from swimming, showering, or washing dishes can damage the pearls' lustre and cause them to deteriorate.
• Pearls are also sensitive to body acids. Avoid wearing them during strenuous exercise or activities that cause excessive sweating.
• Store and wear your pearls with care, as they are soft and can easily become scratched. Avoid storing them with other jewellery items that may rub against them and cause damage.
• The best way to store pearls is in a soft, silky pouch or a jewellery box with separate compartments. This protects them from dust, sunlight, and other harmful elements.

Cleaning Your Pearls

• After wearing your pearls, wipe them gently with a soft cloth to remove any body oils or residue.
• Clean your pearls gently with a small amount of mild washing liquid and warm water. Avoid using harsh detergents or chemicals that can damage the pearls.
• Dry your pearls with a soft cloth and lay them flat on a towel to air dry. Avoid hanging them, as this can stretch the string and damage the pearls.
• Keep in mind that pearls should never be cleaned in an ultrasonic cleaner, as this can damage the delicate surface of the pearls.

Pieces that are worn or cared for incorrectly are not covered under the by charlotte warranty.

Our necklaces are delicate by design and require special care to ensure they stay beautiful and last for years to come. Here are some tips on how to care for your necklace:

Wearing Your Necklace

• Put on your necklace last and remove them first. This helps to minimise their contact with creams, oils, cosmetics, and hairspray, which can damage them over time.
• Do not wear your necklace in water. Exposure to water from swimming, showering, or washing dishes can damage the necklace lustre and cause them to deteriorate.
• Vermeil jewellery are sensitive to body acids, you must avoid wearing them during strenuous exercise or activities that cause excessive sweating.
• Store and wear your necklace with care, as they are soft and can easily become scratched. Avoid storing them with other jewellery items that may rub against them and cause damage.
• The best way to store your necklace is in a soft, silky pouch or a jewellery box with separate compartments. This protects them from dust, sunlight, and other harmful elements.

Cleaning Your Necklace

• After wearing your necklace, wipe them gently with a soft cloth to remove any body oils or residue.
• Clean your necklace gently with a small amount of mild washing liquid and warm water. Avoid using harsh detergents or chemicals that can damage the plating.
• Dry your necklace with a soft cloth and lay them flat on a towel to air dry. 
• Keep in mind that necklaces should avoid being cleaned in an ultrasonic cleaner, as this can damage the plating and may result in cracking.

Pieces that are worn or cared for incorrectly are not covered under the by charlotte warranty.

We do not recommend exposing your jewellery to water for multiple reasons. Not only can the water erode and damage the plating of your piece (sterling silver or vermeil) but by design our jewellery is still quite fine and delicate, it will break if force is applied. Crystals, in particular, will dull if exposed to chlorine or salt water.

Also, it is within the nature of gold-plated jewellery to occasionally tarnish. This can be a reaction to skin acidity, humidity, water, being under direct sunlight for long periods of time, perfume or being in contact with cosmetics.

Any solid gold jewellery should be able to withstand the elements, however, by design these are still fine pieces and can break if caught in your swimmers or your hair when doing either of these activities.

by charlotte pieces that are damaged as a result of incorrect wear are not covered under our warranty. 

We do not recommend exercising in your jewellery for multiple reasons. Not only can sweat damage the plating of your piece (sterling silver or vermeil) but by design our jewellery is still quite fine and delicate, it will break if force is applied.

Also, it is within the nature of gold-plated jewellery to occasionally tarnish. This can be a reaction to skin acidity, humidity, water, being under direct sunlight for long periods of time, perfume or being in contact with cosmetics.

Any solid gold jewellery should be able to withstand the elements, however, by design these are still fine pieces and can break if caught in your clothing or any gym equipment while training.

by charlotte pieces that are damaged as a result of incorrect wear are not covered under our warranty.

Yes! Metal is malleable and therefore over time will exhibit signs of wear and tear. It is recommended that you have your pieces of jewellery assessed every 12 months to ensure all stone settings are secure and also to have a clean and polish, which will have your jewellery looking like new again.

All of our by charlotte jewellery is quality checked by a jeweller, plus a member of our dispatch team. However, from time to time, there may be a rare fault. Our goods come with guarantees that are included under the Australian Consumer Law.

You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

We will gladly offer a replacement if the product was confirmed by one of our team as faulted within the first 6 months of purchase. 

By law, we are required to provide a warranty to you, however, all warranties must come through as a claim first prior to being assessed by our team of jewellery specialists.

Our products are very delicate and should be handled carefully as explained in our product care card accessible via the QR code that is enclosed with your order.

Exclusive 14k Gold Sacred Lotus Diamond Necklace

by charlotte offers an extended 1-year Warranty on the 14K Gold Sacred Lotus Diamond Lotus Necklace. The warranty period starts on the date the product is purchased and finishes 365 days later. This warranty covers manufacturing faults only. It does not cover wear and tear, or loss. 

Proof of purchase is required for all warranty claims. For more information about our Warranty Policy, please click here.

We will always try our best to accommodate customers within reason. Our ultimate goal is to ensure that you have received a by charlotte piece which can be cherished and loved for a long time.

Our warranty covers all minor and major manufacturing defects, however, this warranty does not cover any defect that is caused (or partly caused) or contributed to, by any:

1. Loss of your Products;
2. Chain breakage (unless caused by improper workmanship or materials);
3. Reasonable wear and tear of your Products, including tarnishing and fading of plated jewellery;
4. Act or omission, accident, or negligence by you or any third party not engaged by us (including any third party repairer of your Products);
5. Failure on your part to follow any instructions provided by us or the manufacturer in relation to your Products;
6. Use of your Products otherwise than for use specified by us or the manufacturer;
7. Continued use of your Products (where such use is not reasonable) after any defect in your Products becomes apparent or would have become apparent to a reasonable person;
8. Failure by you to notify us of any defect in your Products within a reasonable period of time after you become aware of or ought to have reasonably become aware of the relevant defect; or
9. Act of God or force majeure event (including but not limited to war, riot, invasion, act of terrorism, contamination, earthquake, flood, fire, or other natural disaster, or any other event or circumstance beyond our or the manufacturer's reasonable control).

All by charlotte jewellery has a warranty period of 6 months from the purchase date (exclusions apply). If you would like more information regarding our warranty, please read our Warranty Policy.

If you have any issues, we encourage you to contact our online Customer Care Department.

We will gladly offer a replacement if the product was confirmed by one of our team as faulted within the first 6 months of purchase. To notify us of a faulty product, please contact our online Customer Care Department with the following information below:

1. Your order number or proof of purchase details
2. Your full name
3. A clear photograph of the fault and a brief description of the issue

Please note that wear and tear during normal use is not considered a fault.by charlottejewellery is delicate and should be handled carefully as explained in our product care card that is enclosed with your order.Once our team have reviewed your warranty claim they will provide the next steps from there.

In the case that your by charlotte piece requires a repair outside of the warranty period it can be repaired through our local jewellery partner. 

Repair services are only available for customers who purchase directly from the by charlotte website or in-store. Purchases outside of by charlotte are not approved for repairs unless sent to us from our stockists directly.

Purchases of 18k Vermeil or 926 Sterling Silver between 6 months and 2 years are available for a repair service depending on the damage. Purchases of 14k Gold have a lifetime repair service available and can be offered at any stage of wear. 

Repair costs are the sole responsibility of the customer (unless in the case of a warranty cover) and must be paid prior to the repair being sent out for service.

We offer repairs on the below issues, anything outside of this will require a custom quote from our jeweller:

• Soldering (broken chains)
• Soldering (new clasp)
• Re-attach clasp and pearl to chain/bracelets (wire added)
• Re-plating services
• Polishing services
• Cleaning services
• Sourcing gems

If you are unsure about wether you are covered for a repair or not, we encourage you to contact our online Customer Care Department here.

No additional warranty is offered on the repair except for what our repair partner offers. 

In most cases, our jeweller can fix your piece depending on how long you have had the item and how damaged it is. The most common types of repairs include:

• Soldering (broken chains)
• Soldering (new clasp)
• Re-attach clasp and pearl to chain/bracelets (wire added)
• Re-plating services
• Polishing services
• Cleaning services
• Sourcing gems

All jewellery restoration is different but still possible if you bring the piece to a professional. These experts know how to best work with various metals and gemstones without causing further damage to your item.

We have no set price for jewellery repair as each repair service differs, however, at by charlotte we are committed to ensuring repairs are cost-effective for our customers.

Some repairs are consistently more expensive than others because of the required work (i.e.; A stone replacement will cost more as you need to pay for the gem and the work and skill necessary to set it in the piece).

Our repair quotes include the return shipping cost once your repair has been completed. It is the responsibility of our customers to ensure they either mail their repair to us or drop it off at our Paddington Store for further assessment.

Please do not send repairs to our team unless you have been approved prior by our Customer Care Department. Any repairs sent back without prior authority won't be accepted and you will have to pay for the return fees to send the item back.

If you want a quote for your jewellery, we encourage you to contact our online Customer Care Department.

All repair quotes are valid for1 month once we receive your repair return. Any repairs that have not been paid for after that period of return may be subject to a changed quote depending on the services available and any cost increases to the service.

We will keep repairs on hand for 1 month after they are received by our team in HQ. Repairs that have not been paid for after that period of return may be subject to a voided service, meaning we will contact you to organise payment for sending back your piece or should we not hear from you after several tries at contact your piece will be sent to smelt.

The length of repair depends on what is required for the repair and how many other repairs are in the week our jeweller has yours.

Some repairs may take longer than previously expected if the jeweller doesn’t have all the materials they need in stock. Additionally, they may notice other necessary maintenance while working on the piece, further extending the timeframe for repair.

We generally advise a 2-3 week turnaround which allows for the above. During peak sales and holiday periods this time will extend to a 4-5 week turnaround. Our aim is to ensure that your repair is actioned correctly and, that nothing is rushed, so your piece is sent back looking perfect.

Most coloured stone rings can be resized, with the exception of organic gems such as pearls, amber and opals. Certain stones, such as emeralds, require an extra level of care as they cannot be subjected to the same processes that other coloured stones can withstand.

A qualified jeweller will be able to identify what process can be applied to each type of coloured gemstone. Organic stones cannot be heated and would therefore need to be removed from their setting prior to the ring being sized.

If you are not 100% satisfied with your purchase or simply have changed your mind, you can return your items within 60 days of delivery (Valid from Friday 1st November to Tuesday 31st December 2024) for either a refund or store credit (+10%).

At this time we are unable to facilitate both direct exchanges and returns to our Paddington store. Instead, we encourage you to place a new order for your desired item and return the original item for a refund.

Returns can only be accepted if:

• You request a return within 60 days of receiving your order. (Valid from Friday 1st November to Tuesday 31st December 2024)
• The item is unused and in its original condition.
• The item is in its original packaging and unworn. We can only accept the return of 'gift sets' if all original components and packaging are in original, unused condition.
• All items, including gift boxes must be protected in secure packaging when you return the item.

We do not accept sales, earrings or engraved items for return (unless faulty). For more information about our policy, you can visit our Returns Page. If you’d like to return an item purchased from our website, simply lodge a return via our Return Portal.

We want you to love your by charlotte purchase, however, if you have changed your mind, you can return your items within 30 days of receiving your purchase.

Please be sure to read our Returns Policy to ensure your item is eligible for a return. If you’d like to return an item purchased from our website, simply lodge a return via our Return Portal.

How to return your item/s:

1. Lodge a return via our Return Portal here.
2. Enter your order details.
3. Select the item(s) you would like to return by checking the relevant boxes. Confirm the return reason for each item.
4. Read our Return Policy and confirm to agree.
5. Choose your return resolution. You have the option of a store credit + 10% or a refund to your original payment method.
6. Your return fee (if applicable) will be deducted from your original total.
7. Print off your label and attach it to the package. If you do not have a printer, your local Australia Post Office will be able to scan your digital label and print it for you.
   (Items must be protected in a satchel or secure packaging. Be sure to include your completed Return Form with your RMA number and details)
8. Drop off your parcel at your nearest Post Office.
9. Once your return has been received, checked and approved by our team your refund or store credit will be processed. Please allow for up to 5 business days for your refund to be received once approved.

Online purchases cannot be returned at our Sydney Flagship Boutique, if you try to return we will respectfully be unable to accept. We also ask that do not return your order in person to our HQ as it will not be accepted.

If you have any issues, we encourage you to contact our online Customer Care Department.

We offer a flat-rate fee of $10.00 for all domestic online returns within Australia. This fee covers the cost of the pre-paid return label. You can either print your own label or take it to your local Australia Post office where they will scan your digital label and print it for you.

We do not currently have the ability to offer labels for international customers, should you wish to return your order you'll need to request a return and then use your own tracking to send the order back. As this tracking won't be lodged through our system, we strongly encourage you to use tracking that can be monitored. Without proof of delivery to our HQ, we will be unable to honour a return to you.

All returns must be unworn, packed into their original packaging and returned in a re-sellable condition, failure to uphold this may void your return.

If you have any issues, we encourage you to contact our online Customer Care Department. If you would like to request a return, please visit our Return Portal here. 

To read our full Return Policy, please click here.

We do not accept returns or exchanges for pierced earring styles due to hygiene reasons. All earrings are final sale and will not be accepted back into stock for a simple change of mind.

If you have ordered multiple earrings and wish to return one pair back, please contact our online Customer Care Department.

There is no guarantee we will accept this pair back but we are happy to review your request in the case of a double up.

You can read our full Return Policy here.

Independent stockists that sell by charlotte jewellery (such as David Jones, The Iconic, Superette, etc.) have their own return policy which may differ from our return policy.

If you did not purchase from by charlotte online or the by charlotte flagship boutique in Sydney, please contact the correct retailer for further information about returning your item.

If you have purchased an item from a stockist that you believe to be faulted, you will need to contact the original stockist that you purchased it from.

All by charlotte jewellery purchased from a verified stockist is covered under our 6-month warranty policy.

You can read more about our Warranty Policy here and our full Return Policy here.

At this time we are not able to facilitate omni-channel returns. Online purchases cannot be returned at our Sydney Flagship Boutique.

If you'd like to return your online order, please request your online return through our Return Portal here.

All sale items purchased during sale periods are final. We do not offer refunds or credit notes on sale items that have been marked down or red-penned unless the product is faulty, in which case we will provide a full refund.

by charlotte complies with Australian Consumer Law and our products come with a consumer guarantee that ensures our products are sold without faults and are the same as described online.

You can read our full return policy here.