Returns Policy

Change of Mind Returns Policy 

We offer change of mind returns on eligible full-priced products, subject to the following conditions: 

• You request a return within 30 days after receiving your purchase, in accordance with this Policy under the heading 'How to request a return (Domestic customers)' or 'How to request a return (International customers)'. 
• The item is in its original packaging and unworn. 

Subject to your rights under the Australian Consumer Law, we do not accept returns of: 

• Sale Items: Items marked as 'Final Sale', 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 deemed faulty. 
• Toe Rings: For hygiene reasons, we are unable to accept any returns on toe rings, unless deemed faulty. 
• Made to order items: Our made to order engagement rings are excluded from our change of mind returns policy, and may not be returned unless deemed faulty. 
• Engraved items: All items that are engraved are not eligible for a return and are final sale. 
• Gift Cards and Vouchers 
• Gift Wrapping 

Faulty Returns Policy 

• In Australia, our goods come with guarantees which cannot be excluded under the Australian Consumer Law. 
• If you received an item 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.  
• You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. 
• Where you return products to us to seek an Australian Consumer Law remedy, you will need to cover any associated costs (for example delivery costs) of you returning the products to us. 
• Where your claim is a valid claim under the Australian Consumer Law, we will refund your return delivery costs and, depending on the failure, either dispatch a new or repaired replacement product or refund you the price of the relevant product. 

To request a change of mind return (for eligible products), choose one of the following methods:  

1. Via prepaid label (Australia Post) 

• Request a return through our returns portal. 
• Drop off your return parcel at your nearest Australia Post location.  
• $10 AUD will be deducted from your refund amount to cover the return shipping label. 
• Once your return has been received, checked and approved by our team, your refund or store credit will be processed. Please allow up to 5 business days for your refund to be received once approved. 
• Request a return here 

 2. Return to a boutique 

• Visit your nearest By Charlotte boutique to return your online purchase 
• You may elect to exchange your item in store, or a refund will be processed to the original payment method. 

To request a change of mind return (for eligible products):1. Via prepaid label (DHL)

• Request a return through our returns portal.
• Lodge your return parcel at your nearest DHL drop off location.
• For NZ customers, $25 AUD will be deducted from your refund amount to cover the return shipping + duties.
• For all other international customers, $50 AUD will be deducted from your refund amount to cover the return shipping + duties.
• Once your return has been received, checked, and approved by our team, your refund or store credit will be processed. Please allow up to 5 business days for your refund to be received once approved.
• Request a return here

Change of Mind Returns Policy  

We offer change of mind returns and exchanges on eligible full-priced products, subject to the following conditions: 

• You return your item within 30 days of purchase. 
• The item is in its original packaging and unworn.  

Subject to your rights under the Australian Consumer Law, we do not accept returns of: 

• Sale Items: Items marked as 'Final Sale', 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 deemed faulty. 
• Toe Rings: For hygiene reasons, we are unable to accept any returns on toe rings, unless deemed faulty. 
• Made to order items: Our made to order engagement rings are excluded from our change of mind returns policy, and may not be returned unless deemed faulty. 
• Engraved items: All items that are engraved are not eligible for a return and are final sale. 
• Gift Cards and Vouchers 
• Gift Wrapping 

Faulty Returns Policy 

• In Australia, our goods come with guarantees which cannot be excluded under the Australian Consumer Law. 
• If you purchased an item instore which you believe to be faulty or damaged, please return the item to your preferred  By Charlotte boutique. Alternatively, contact us 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.  
• You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. 
• Where you return products to us to seek an Australian Consumer Law remedy, you will need to cover any associated costs (for example delivery costs) of you returning the products to us. 
• Where your claim is a valid claim under the Australian Consumer Law, we will refund your return delivery costs and, depending on the failure, either dispatch a new or repaired replacement product or refund you the price of the relevant product. 

How to return your items/s in store: 

1. Return your item in person to your preferred By Charlotte boutique. 
2. Our team will assess the item to determine whether an exchange, refund or store credit will be offered in accordance with our Returns Policy. 

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. 

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. 

Independent stockists that sell By Charlotte jewellery have their own return policies, which may differ from the above information. Please contact the retailer for further information about returning your item. 

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.