RETURNING OR EXCHANGING AN ITEM

See below our return and exchange policies.

If you have any questions, please feel free to reach us Monday to Friday, between 9am and 4pm AEST using any of our contact options below.

FAST DELIVERY

We use Australia Post Express delivery & DHL On-Demand for reliable and trackable shipments.

14 DAY RETURNS

You have 14 business days from your purchase date to submit a returns or exchanges form.

ONLINE SUPPORT

Communication is important to us, so we have a number of contact options available listed at the bottom of this page.

  • EXCHANGES
  • REFUNDS

STEP 1: READ OUR POLICY BELOW

It's important to ensure that your item qualifies for an exchange before contacting customer care. Has it been more than 14 days since purchase? Did you purchase the item(s) in our boutique or from another retailer? Make sure you read our returns and exchanges policy below and contact customer care if you have any questions.

STEP 2: REQUEST A RETURN VIA THE BUTTON BELOW

Enter your order number and email address, select which items you would like to return and choose 'store credit' as your preferred return method.

STEP 3: RETURN YOUR ITEMS TO US

We will be in touch within 2 business days with a returns address if your order qualifies for an exchange. You may send this back to us however you like, although we suggest dropping into your local auspost office.

STEP 4: RECEIVE YOUR STORE CREDIT!

You will receive an email from us with your store credit and details on how to use it.

STEP 1: READ OUR POLICY BELOW

It's important to ensure that your item qualifies for a refund before contacting customer care. Has it been more than 14 days since purchase? Did you purchase the item(s) in our boutique or from another retailer? Make sure you read our returns and exchanges policy below and contact customer care if you have any questions.

STEP 2: REQUEST A RETURN VIA THE BUTTON BELOW

Enter your order number and email address, select which items you would like to return and choose 'return' as your preferred return method.

STEP 3: RETURN YOUR ITEMS BACK TO US

We will be in touch within 2 business days with a returns address if your order qualifies for a return. You may send this back to us however you like, although we suggest dropping into your local auspost office.

STEP 4: RECEIVE YOUR REFUND BACK INTO YOUR ACCOUNT!

We will process a refund to the same payment method that was used when placing your order. If you would prefer a store credit, just let us know when submitting your returns form!

OUR RETURNS & EXCHANGE POLICY

By Charlotte complies with Australian Consumer Law and our products come with a Consumer Guarantee that ensures our products are sold without faults & are the same as described online.

EARRINGS

We strictly do not accept returns or exchanges for pierced earring styles for hygiene reasons. The size & dimensions are provided in our product descriptions and we recommend looking over these to avoid disappointment.

NECKLACES

If you purchase a necklace full price or with a signup code, change of mind exchanges & returns are accepted within 14 business days of purchase date.

RINGS

If you purchase a necklace full price or with a signup code, change of mind exchanges & returns are accepted within 14 business days of purchase date.

DID YOU PURCHASE YOUR ITEMS FROM OUR BOUTIQUE?

If you purchased an item from our boutique we cannot honour an exchange or refund online. Our boutique stylists are more then happy to accomodate your needs if you head back into our Paddington store within 14 days of purchase. Please ensure your items are returned in there original packaging, with proof of purchase such as your receipt.

DID YOU PURCHASE YOUR ITEMS FROM THE ICONIC OR ANOTHER RETAILER?

Returns & Exchanges must be made through the Iconic or stockist in which you purchased the items.

DID YOU PURCHASE YOUR ITEMS ON SALE?

Returns are not accepted on sale items or items purchased with a promo code unless faulty (this excludes the signup 10% offer). If you have received a sale item that is faulted, please contact customer care at customercare@bycharlotte.com.au with a photo of the product clearly showing the fault, along with your order number.

EMAIL

customercare@bycharlotte.com.au

PHONE

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

LIVE CHAT

Monday - Friday, 9am-4pm (AEST)