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. 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.