Returns & Exchanges
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.
Please note, online orders can only be returned back to our online team and are not accepted in-store.
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.
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 Sydney Flagship Boutique or from another retailer? Make sure you read our returns and exchanges policy below and contact customer care if you have any questions.
Enter your order number and email address, select which items you would like to return and choose 'store credit' as your preferred return method.
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.
You will receive an email from us with your store credit and details on how to use it.
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 Sydney Flagship Boutique or from another retailer? Make sure you read our returns and exchanges policy below and contact customer care if you have any questions. We do not accept returns on earrings or SALE items.
Enter your order number and email address, select which items you would like to return and choose 'return' as your preferred return method.
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.
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!
Return & 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.
We can only accept the return of 'gift sets' if all original components and packaging are in original, unused condition. For hygiene reasons, we cannot accept any returns on gift sets that include 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. We do not offer refunds, exchanges or credit notes on earrings unless deemed faulty.
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.
We can only accept the return of 'gift sets' if all original components and packaging are in original, unused condition. For hygiene reasons, we cannot accept any returns on gift sets that include earrings.
If you purchase a ring full price or with a signup code, change of mind exchanges & returns are accepted within 14 business days of purchase date.
If you purchased an item from our Sydney Flagship Boutique we cannot honour an exchange or refund online. Our boutique stylists are more than happy to accommodate your needs if you head back into our Paddington store within 14 days of purchase. Please ensure your items are returned in their original packaging, with proof of purchase such as your receipt.
Returns & Exchanges must be made through the Iconic or stockist in which you purchased the items.
All sale items purchased during our SALE are final. We do not offer refunds, exchanges or credit notes on sale items (this excludes the sign up 10% offer) unless deemed faulty. 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.
For purchases made between the 1st of December 2020 and the 10th of January 2020, we are pleased to provide you with an extension on returns and exchanges from 14 to 30 business days from the date of purchase, provided all other return conditions are met. Please refer to the above for conditions.
Email
customercare@bycharlotte.com.au
Phone
Call (02) 8030 7095
Monday - Friday, 9am-4pm (AEST)
Live Chat
Monday - Friday, 9am-4pm (AEST)
