FREQUENTLY ASKED QUESTIONS

Please see some of our most frequently asked questions below.

Can't find the answer you're looking for? You can talk to someone from our customer care team using any of the options below.

Call (02) 8030 7095
Monday - Friday, 9am-4pm (AEDT)

Live Chat
Monday - Friday, 9am-4pm (AEDT)

Email
customercare@bycharlotte.com.au

What is your jewellery made out of?

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.

 

18k Gold Vermeil & 18k Rose 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 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.

 

14k Solid Gold & 14k Solid White Gold

As pure gold is soft and malleable, it is not suitable for jewellery. 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 natural, real diamonds. The GH represents the colour of the diamond, which is 'fine white' and at the high end of nearly colourless range. SI stand for 'Small Inclusions' and represents the clarity of the diamond.

 

White Cubic Zirconia

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

 

HOW LONG WILL SHIPPING TAKE?

COVID-19 UPDATE

Please allow an additional 3 day delay for parcels delivering within Victoria.

Our dispatch team work Monday-Friday.

During busy sale periods orders may take up to 2-3 business days to be processed and dispatched. Once dispatched, refer to the shipping time in the above table.

 

WITHIN AUSTRALIA

Our domestic parcels are shipped via Express Post with Australia Post, which will arrive within 1-3 Business days.

 

OUTSIDE AUSTRALIA

Our international parcels are shipped via DHL, which will arrive within 5-10 business days.

Can I exchange/refund an online purchase at your Paddington boutique?

No, returns must be sent to the By Charlotte head office and will not be accepted in our Paddington boutique. To arrange a return, please visit our returns page and download a returns form.

Can I swim/shower with my jewellery on?

No, we suggest always taking off your jewels before swimming/showering. This will ensure that your plating lasts for as long as possible and your jewels will stay clean and sparkly. Crystals, in particular, will dull if exposed to chlorine/salt water.

Can I exercise with my jewellery on?

No, we suggest always taking your jewellery off before exercising as your sweat can damage the plating of your piece. Additionally, while strong, our jewellery is still fine and delicate and will break if pulled during vigorous activities.

Does my jewellery come with a warranty?

All of our jewellery has a warranty period of 6 months. If you would like more information regarding our warranty, please contact customer care here or use our live chat.

Can you repair my jewellery?

Depending on the type of breakage and wear, we can offer a repair or a replacement in the case of a faulty product. Please note that all repairs are sent to an external jeweller and are not repaired in house. Repairs and replacements outside of the warranty period may incur a fee of $40-50.

How do I clean my jewellery?

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

Gold and rose gold plated pieces should be cleaned very gently with a dry 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.

Can you make necklaces longer/shorter?

All of our pieces are produced overseas. Therefore, we cannot make any changes to the design of the jewellery. We are not able to create bespoke/customised pieces.

However, we do offer a necklace extender available in gold, silver, rose gold and our 14k solid gold and white gold!

Is this an Australian label?

Yes, By Charlotte is designed by Charlotte Blakeney, a Sydney-based jewellery designer from Perth.

Where are you stocked?

We have a number of stockists around Australia as well as a few international stores in the US, New Zealand, France, and the Netherlands. You can find a list of our stockists here

Can I purchase your jewellery online internationally?

Yes, we ship internationally using DHL International Express. For a full list of countries we ship to, please see our shipping page.