Click & Collect Terms and Conditions

Click & Collect is available in our Paddington and Robina stores. For store location details, please click here.

You can see if your item is available at your preferred store on the product page by clicking the button “Find in store”. All items in your cart must be available at one location for Click & Collect to be an option at checkout. If all your items are available, you can add them to your cart and then select “Pick Up” as your shipping option at checkout.

We aim to process all Click & Collect orders within 4 hours (with the exception of public holidays). On normal trade days, orders made after 2pm will be ready for collection on the following day. On late-night trade days, orders made after 4pm will be ready for collection on the following day. You will receive an email as soon as your order is ready to collect.

Yes, if you would like someone to collect the order on your behalf, ensure they have the original order confirmation email and their photo ID. We may contact you via phone to confirm before releasing the item to the nominated person.

We currently only offer Click & Collect at select stores. All items in your cart must be available at one of those locations for Click & Collect to be an option at checkout. If all your items are available at a store, “pick up” will be a shipping option at checkout. 

Once a Click & Collect order is placed, it cannot be cancelled or changed by the store team. Please reach out to our Customer Care team, as they would love to assist you. You can reach them through our Contact Us page.

Once your order is placed, unfortunately, we are unable to change the pickup location. However, we can refund your order so that you can place a new order at the correct location. Please reach out to our Customer Care team, as they would love to assist you. You can reach them through our Contact Us page.

Yes, Click & Collect orders are subject to the by charlotte online returns policy, available here. Refunds will be processed to your original payment method. Whether you paid by card, credit, or through a third-party service, your reimbursement will be returned the same way.

If you'd prefer to exchange your items on the spot, we're more than happy to assist. Simply let the store team know you'd like to return your item, and they’ll be able to help you on the day. Alternatively, you're welcome to return your item through our online Return Portal if that’s more convenient.

Orders must be collected within 7 days of receiving a “Ready to Collect” confirmation. We will make every effort to contact any customer who has not collected their order within 7 days. After 10 days, we will refund the order and cannot hold any items further.

All products ordered through the Click & Collect service are subject to availability. There may be instances where the products are out of stock at your selected Click & Collect store location. If for any reason your order cannot be fulfilled, you will be contacted by the store to arrange either delivery from our warehouse or for the order to be cancelled and refunded.

Yes this is a free service offering with no minimum value required.

From time to time, certain conditions, such as seasonal or promotional periods, or severe weather events, may cause slight delays in processing your Click & Collect order. We kindly ask that you wait for your ‘Ready to Collect’ email or SMS before heading to the store. Any delay should be brief, and we appreciate your patience and understanding.

Most items are available with some exceptions.Personalisation (lockets and engraving) services are not currently available for collection.