If your order is delayed, first confirm with the courier why that would be. This could be checking your Australia Post app or contacting DHL directly to understand where the delay has come from. Is it network delays? Do you have outstanding duties or

If your order is delayed, first confirm with the courier why that would be. This could be checking your Australia Post app or contacting DHL directly to understand where the delay has come from. Is it network delays? Do you have outstanding duties or taxes that need to be paid?After you&apos;ve checked those items off and still find you&apos;re not sure what&apos;s happened with your parcel, we encourage you to contact our team directly <a href="https://bycharlotte.com.au/pages/contact" target="_blank" rel="noopener noreferrer">here</a> for further support. We will then begin an investigation and look at the next steps from there.

My Order Is Delayed—What Should I do?

If your order is delivered but not received, we would love to investigate this for you. If you haven’t already, we first recommend checking with neighbours, building management, or anyone else who may have accepted the delivery on your behalf. After

If your order is delivered but not received, we would love to investigate this for you. If you haven&#x2019;t already, we first recommend checking with neighbours, building management, or anyone else who may have accepted the delivery on your behalf.After you&apos;ve checked those items off and still find you&apos;re not sure what&apos;s happened with your parcel, we encourage you to contact our team directly <a href="https://bycharlotte.com.au/pages/contact" target="_blank" rel="noopener noreferrer" id="isPasted">here</a> for further support. We will then begin an investigation and look at the next steps from there.

My Order Hasn't Been Received—What Should I do?

Need support? Our team is just an email away.

Something urgent? Call us and we’ll take care of it.

by charlotte

Order Issue FAQs

Orders

Is This An Australian Label?

Where Can I Find Your Stockists?

How Do I Contact Your Company?

Company FAQs

Where Are Your Boutiques Located?

What Payment Methods Are Available Instore?

Our Boutiques

Brand

Am I Able To Expedite My Order?

Can I Edit My Order?

Can I Cancel My Order?

How Do I Request a Gift Receipt?

Order Management FAQs

How Do I Apply My Discount?

Do You Offer Welcome Discounts?

Do You Offer Birthday Discounts?

Discounts & Promotions

What is Afterpay?

Why use Afterpay?

How do I use Afterpay?

How do I set up an Afterpay account?

Are there any fees for using Afterpay?

Is Afterpay accepted in-store and online?

Is Afterpay safe to use?

What happens if I require a refund and paid using Afterpay?

Afterpay

Do you offer gift wrapping?

What are some good gift ideas?

Gifting

Can I collect my order from your HQ?

How long will it take to receive my order?

How do I track my order?

Do you ship to PO boxes?

Do you ship interstate and internationally?

Do I need to sign for my order?

Is my order insured?

My tracking says delivered but I haven't received my order. What can I do?

FAQs

How much does domestic shipping cost?

How long does it take to ship domestic orders?

What domestic couriers do you use?

Do you offer same day delivery?

Australian Orders

How much does international shipping cost?

How long does it take to ship international orders?

What international couriers do you use?

What international customs and duty charges will I incur?

International Orders

Shipping

What is covered under your warranty?

What is not covered under your warranty?

How do I make a warranty claim?

Warranty FAQs

What is your return policy?

Will your store accept an online order return in-store?

Do you accept jewellery bought from one of your stockists?

Are you able to take back sales items?

Can I return earrings?

Return FAQs

How do I return an item domestically?

How much is returns postage in Australia?

Australian Returns

How do I return an item internationally?

How much is returns postage Internationally?

International Returns

Returns

Do you offer jewellery repairs?

Can you repair all jewellery?

Is your repair service expensive?

How long does my repair quote last?

What happens if I don't pay for my repair?

How long will my repair take?

Can I have my gemstone rings resized?

Repairs

Where is your jewellery made?

What are your pieces made with?

Can I engrave my jewellery?

Can you customise a by charlotte necklace?

Is your jewellery waterproof?

Does your jewellery contain nickel?

How are your pieces sustainably produced? What is your impact?

What is the difference between vermeil and solid gold?

Why choose a lab-grown over natural diamond?

Are your natural diamonds ethically sourced?

Are your natural diamonds certified?

Are these real or synthetic gemstones?

Materials

Production

Where can I find sizing information?

How do I find my ring size?

What necklace length is right for me?

What happens if I order the wrong size?

Sizing

What is the best way to care for my piece?

How do I clean my jewellery?

What is tarnishing?

How can I best prevent tarnishing?

My jewellery has tarnished. What can I do?

How do I wear and care for my cuff?

How do I wear and care for my pearls?

How do I wear and care for my necklace?

Can I swim or shower in my jewellery?

Can I exercise in my jewellery?

My ring has small scratches. Is that normal?

Product Care

Care

Where can I find your piercing FAQs?

What are our studio rules?

What piercings do you offer?

Why can’t I be pierced with hoops?

What needles do you use to pierce?

What is the recommended healing time?

Why do I need to have ID for myself and child if they are under 16 years?

Can I buy earrings in store to be pierced with and not the studio?

What are your top care tips?

When can I change my earrings?

What is an irritation bump?

What should I do if my piercing is infected? How can I tell if it's infected?

Piercing Care

Piercings