Unfortunately, you cannot collect your order from on-site as the by charlotte HQ is a closed location. Please feel free to visit our Sydney Flagship Boutique as an alternative location. For more information on our Store, please click here.
Orders are processed and shipped out Monday – Friday only (excluding Australian Public Holidays). We aim to have all orders shipped as soon as possible and within 48 hours of being placed. Please note that during sale and promotional periods, orders
Once your order has been dispatched, you will receive a shipment confirmation outlining your order details, delivery details and your consignment number which you can use to track your order. This information will be sent to the email you used to pla
For orders that are dispatched with Australia Post Express Shipping, we ship to PO boxes unless otherwise stated by Australia Post. For orders that are shipped through DHL, we are unable to ship to both PO boxes or Military addresses. Please ensure t
We ship Australia-wide and worldwide. For our shipping options, prices and timeframes, see our shipping information page here. For more information on our domestic orders please view our FAQs page here. For more information on our international order
Yes, due to the high value of our orders, our delivery services require signature upon delivery. If you are unavailable during delivery you will need to organise re-delivery directly with the courier.
All of our shipping methods are fully insured so your pieces are covered whilst in transit. Every parcel is required to have a signature upon delivery, and you will be responsible for signing for the receipt of your package. Once the piece is signed
In most cases, your parcel has been delivered and signed for by another person. Please check with your neighbours, office, reception area or immediate family before contacting our Online Care Team.