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&#xA0;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.

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.

Need support? Our team is just an email away.

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

by charlotte

Order Troubleshooting

Orders

Is This An Australian Label?

Where Can I Find Your Stockists?

How Do I Contact Your Company?

About Us

Where Are Your Boutiques Located?

What Payment Methods Are Available Instore?

What Services 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

Afterpay Information

Paypal Information

Buy Now, Pay Later (BNPL)

Click & Collect Information

Ship From Store Information

Collect & Ship From Boutique

How Do I Apply My Discount?

Do You Offer Welcome Discounts?

Do You Offer Birthday Discounts?

What Promotions Are Available?

Discounts & Promotions

Is Warehouse Collection Available?

What's Your Delivery Timeframe?

How Do I Track My Order?

Do You Ship To PO boxes?

Is This A Signature Service?

Is My Order Insured?

Shipping Management

My Order Hasn't Arrived Yet.

My Tracking Isn’t Updating.

My Order Is Missing Or Incorrect.

Shipping Troubleshooting

Domestic Shipping Fees?

What Couriers Do You Use?

Do You Offer Same Day Delivery?

Australian Orders

International Shipping Fees?

Do I Need To Pay Import Fees?

A Guide To Duties, Taxes & Fees.

International Orders

Shipping

What Is Your Warranty Policy?

How Do I Make A Claim?

Warranty Support

What Is Your Return Policy?

How Do I Return My Item?

Return Support

Returns

What Is Your Repair Policy?

How Do I Request A Service?

Repair Support

Repairs

Where is your jewellery made?

What are your pieces made with?

Is your jewellery waterproof?

Does your jewellery contain nickel?

Our Craft

What is the difference between vermeil and solid gold?

Are Your Gemstones Natural or Synthetic? copy

Are these real or synthetic gemstones?

Metal Information copy

Materials

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

Are your natural diamonds ethically sourced?

Transparency

How Do We Ensure Quality? copy

Standards

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?

FAQs

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