Return Policy

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.

We want you to love your By Charlotte purchase, however if you have changed your mind, you can return your items within 14 days of receiving your purchase.

Please carefully read our Return Policy below.


Return Rewards

Choose our store credit option and receive an additional 10% to spend on your next order.

 


Flat Rate Fee


We offer a flat rate fee of $10 for all domestic online returns within Australia.

 


14 Day Returns


You have 14 days to request a return after receiving your purchase.

 

Online Purchases

We accept returns of all products purchased online at By Charlotte excluding the items outlined below. We offer refunds and store credits for online purchases. Unfortunately we are not able to offer exchanges at this time, and instead encourage you to place a new order for your desired item and return the original item for refund.

Please remember to retain your invoice or proof of purchase when returning your order.

Returns can only be accepted if:

  • You request a return within 14 days of receiving your order.
  • 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 returns of:

  • Sale Items: All sale items purchased during sale or promotion periods are final. We do not offer refunds or credit notes on sale items (this excludes the sign up 10% offer) unless the product is faulty, in which case we will provide a full refund.
  • Earrings: For hygiene reasons, we are unable to accept any returns on earrings, unless the item is faulty, in which case we will provide a full refund.
  • Engraved items: All items that are engraved are not eligible for a return and are final sale.
  • Ear Seed Kits and Ear Seed Application Tool Kits
  • Gift Cards and Vouchers
  • Consumables
  • Purchases that were made at the By Charlotte Flagship Boutique or a stockist.

Please note: All return items will be inspected and quality assurance checked at our Head Office on return and it remains at the discretion of By Charlotte as to whether the item will be accepted for refund based on the conditions above. Shipping and gift wrapping costs are non-refundable for change of mind returns.

 

How to return your items/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.

You will receive email updates every step of the way!

Online purchases CANNOT be returned at our Sydney Flagship Boutique. Please lodge your online return through the Return Portal. Please do not return your order in person to our warehouse or Head Office as it will not be accepted.

Returning a gift?

You can request a return for a gift via our Return Portal here. If you would like to return a gift purchased by someone else, you will need the order number and phone number/postcode/email from the original order that was placed. You can find this information by asking the person who made the purchase or referencing your gift receipt. Unfortunately due to privacy reasons, we are unable to share customer information that is not relating to an order completed by you. We only offer refunds and store credits for online purchases, we recommend choosing the store credit + 10% option to use toward your next purchase.

 

International Returns

For all international orders, return shipping is the responsibility of the customer unless the product is deemed faulty. It is your responsibility to ensure the goods reach our warehouse as we cannot be responsible until they are received. We recommend using a tracked method of postage to ensure your return arrives to us safely. Please include the completed Return Form including your name, address, order number and RMA number in the parcel to prevent delays in the processing or your return.

Faulty or Damaged Items

If you received an item online which you believe to be faulty or damaged, please contact us immediately at customercare@bycharlotte.com.au with 2 - 3 clear images, your order number and a detailed description and we will be in touch with next steps.

Please read our Waranty Policy here to ensure your purchase is eligible for a warranty claim.

Warranty Claims

If your item is within the 6-month warranty period, you can make a warranty claim through the Return Portal. Please read our Warranty Policy here to ensure your purchase is eligible for a warranty claim.

How to make a claim:

    1. Lodge a return via our Return Portal here.
    2. Enter your order details.
    3. Select the item(s) you would like to return and make a claim on by checking the relevant boxes.
    4. Select "Item is faulty (warranty claim)" from the return reason options. Include up to 4 images of the faulted item and describe the fault in detail.
    5. Read our Return Policy and confirm to agree.
    6. Your return will be submitted as a pending request. We will then reach out via email to you with next steps within 1-2 business days. Please check your spam/junk folder if you do not hear from us within this timeframe.

Extended Returns

For purchases made between the 1st of December 2022 and the 10th of January 2023, we are pleased to provide you with an extension on our return period from 14 to 30 days from the date of purchase, provided all other return conditions are met. Please refer to the above for conditions.

Instore Purchases

We accept returns of all products purchased instore at the By Charlotte Flagship Boutique excluding the items outlined below. We offer exchanges, refunds and store credits for items purchased instore.

Please remember to retain your receipt or proof of purchase when returning your order.

Returns can only be accepted if:

  • You return your item to the store within 14 days of your purchase date.
  • 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.

We do not accept returns of:

  • Sale Items: All sale items purchased during sale or promotion periods are final. We do not offer refunds or credit notes on sale items (this excludes the sign up 10% offer) unless the product is faulty, in which case we will provide a full refund.
  • Earrings: For hygiene reasons, we are unable to accept any returns on earrings, unless the item is faulty, in which case we will provide a full refund.
  • Engraved items: All items that are engraved are not eligible for a return and are final sale.
  • Ear Seed Kits and Ear Seed Application Tool Kits
  • Gift Cards and Vouchers
  • Order made online at bycharlotte.com.au or from a stockist.

Please note: All return items will be inspected and quality assurance checked at our Head Office on return and it remains at the discretion of By Charlotte as to whether the item will be accepted for refund based on the conditions above. Gift wrapping costs are non-refundable for change of mind returns.

 

How to return your items/s:

  1. Return your item in person to the By Charlotte Sydney Flagship Boutique.
  2. Our team will assess the item to determine whether a exchange, refund or credit will be offered in accordance with our Returns Policy.

 

Returning a gift?

If you would like to return a gift purchased by someone else, you will need the order number and phone number or email from the original order that was placed. You can find this information by asking the person who made the purchase or referencing your gift receipt.

 

Returning an online order?

If you would like to return an order purchased online, please request a return via our Return Portal here. Unfortunately, we cannot accept online returns instore.

Faulty or Damaged Items

If you purchased an item instore which you believe to be faulty or damaged, please visit us instore or contact us at paddington@bycharlotte.com.au with 2 - 3 clear images, your order number and a detailed description and we be in touch with next steps. we be in touch with next steps.

Please read our Waranty Policy here to ensure your purchase is eligible for a warranty claim.

Warranty Claims

If your item is within the 6-month warranty period, you can make a warranty claim by returning your item to our Sydney Flagship Boutique or emailing paddington@bycharlotte.com.au.

Please read our Warranty Policy here to ensure your purchase is eligible for a warranty claim.

Sydney Warehouse Sale

Strictly no returns, exchanges or refunds for purchases made at our Sydney Warehouse Sale. This includes change of mind or for reasonable flaws in the item/s. Prices reflect the condition of Warehouse Sale items. Items will be individually displayed and sold in a clear bop seal packet. Please check the sealed product before purchasing. Kindly note that handling and try ons will be limited/ restricted.

Stockist Purchases

Independent stockists that sell By Charlotte jewellery such as The Iconic, have their own return policy which may differ from the above information. If you did not purchase from By Charlotte online or the By Charlotte Flagship Boutique, please contact the retailer for further information about returning your item.

 

If you have purchased an item from a stockist which you believe to be faulty, please contact the original stockist that you have 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.