If your By Charlotte piece falls outside of our standard warranty period, we’re happy to offer a repair service. Repairs are completed by our trusted local jeweller and are available for jewellery purchased directly through our website, boutiques, or

<div data-block="true" data-editor="875k2" data-offset-key="b10kh-0-0" id="isPasted">If your By Charlotte piece falls outside of our standard warranty period, we&#x2019;re happy to offer a repair service. Repairs are completed by our trusted local jeweller and are available for jewellery purchased directly through our website, boutiques, or authorised stockists.&#xA0;Repairs can only be accepted if:<ul id="isPasted"><li>You contact our team first for approval before sending your item. Unauthorised returns may not be accepted and, if declined, will be returned to you at your expense.</li><li>You agree to cover the cost of the repair service, inclusive of all additional operational costs (unless the repair is covered under warranty).</li><li id="isPasted">The item is returned in secure packaging, including all original components (where applicable).</li><li id="isPasted">Paid repairs carried out by our trusted third-party jeweller&#xA0;do not extend or restart the original product warranty. However, all repair services are covered under the Australian Consumer Law, which guarantees that services must be provided with due care and skill. </li><li>If an issue arises with the repair due to workmanship, or the repair is not carried out as agreed, we will work with our jeweller to rectify this in line with our obligations under consumer law.</li></ul>Available Services<ul><li data-start="1026" data-end="1306">Soldering broken chains or clasps, Reattaching pearls, Replating, Polishing, and General Cleaning. Costs vary depending on the complexity of the repair. Once a quote is issued, you&#x2019;ll have&#xA0;one month to approve and complete payment&#xA0;before it expires.</li></ul>Excluded Services<ul><li data-start="1026" data-end="1306">We cannot offer repairs on certain pearl elements, unique or complex designs, or customised pieces. In these cases, the risk of further damage during repair may outweigh the benefit.</li></ul>Turnaround Time<ul><li data-start="1308" data-end="1475">Repairs are generally completed within 2&#x2013;3 weeks, though this may extend to 4&#x2013;5 weeks during peak periods or if specific materials are required.&#xA0;</li></ul>Additional Information<ul id="isPasted"><li>Pieces in 18k Gold Plating, 18k Gold Vermeil&#xA0;or 925 Sterling Silver purchased within 6 months to 2 years may be eligible for repair&#xA0;depending on the type and extent of damage. We&#x2019;re unable to offer repairs&#xA0;on items over 2 years old.</li><li>For items made in 9k Solid Gold, 18k Solid Gold, 14k Solid Gold, we offer a lifetime capacity to facilitate repair service, depending on the type and extent of damage. We&#x2019;re unable to offer repairs&#xA0;on our 14k Solid White Gold items.</li><li>We charge a $35 flat fee&#xA0;on top of your service to cover shipping, careful packaging, and handling.</li><li>We don&apos;t currently offer International repairs. Domestic customers only.</li></ul>Please note: we are unable to accept items from other brands. For more information or to begin your repair request, please contact our team <a href="https://bycharlotte.com.au/pages/contact" target="_blank" rel="noopener noreferrer">here</a>.</div><div data-block="true" data-editor="875k2" data-offset-key="6h3go-0-0"> </div>

Our Repair Policy

Need a repair service? We've got you. We want to make the repair process as straightforward as possible. To ensure a smooth experience, please follow the steps below and provide all required information when speaking with our team. Our stockists will

Need a repair service? We&apos;ve got you. We want to make the repair process as straightforward as possible. To ensure a smooth experience, please follow the steps below&#xA0;and provide all required information when speaking with our team.&#xA0;Our stockists will review your item in line with our return guidelines (and theirs) before accepting a repair. In some cases, they may need to contact us directly for a second assessment, but you&#x2019;ll be kept informed throughout the process.Online RepairsStep 1: Contact the Customer Care team and provide: &#xA0;<ul><li style="font-style: italic;">Proof of purchase&#xA0;</li><li style="font-style: italic;">Description of the issue</li><li style="font-style: italic;">Photographs of the item</li></ul>Step 2: Our Customer Care team will assess your item in line with our repair&#xA0;guidelines. &#xA0;<ul><li>If assessed and accepted, we will direct you to return the item through our portal <a href="https://bycharlotte.com.au/a/return" target="_blank" style=" text-decoration: none;" rel="noopener noreferrer">here</a> select &quot;Item needs repair&quot;&#xA0;and follow the prompts.&#xA0;</li><li>If the claim is accepted at an HQ level, the item can be returned with all original packaging, documentation, parts, and accessories (where applicable).</li></ul>Step 3: Once we receive your item, our team will confirm receipt via email and request payment for the repair service. You&#x2019;ll have one month to complete the payment. If no payment is received within this timeframe, the item will be returned to you, and no further service can be offered unless payment is made in advance.Step 4: After payment is received, we&#x2019;ll confirm again via email and send your item to our jeweller for repair. Repairs are dispatched weekly each Friday, so we recommend making payment by end of day Thursday to avoid delays.Step 5: Once the service is complete, we polish and carefully check your item to ensure it is in excellent condition. It is then gently packed in By Charlotte packaging and shipped to your nominated return address. You&#x2019;ll receive tracking details via email once your item is on its way back to you.In-store RepairsStep 1: Bring your item in person to our Paddington Boutique*.Step 2: Our boutique team will assess the piece in line with our repair policy to determine if a service can be offered.Step 3: If accepted, the team will record your details in our system and send your item to HQ, where it will be expertly assessed, quoted, and processed.Step 4: Once we receive your item, our team will confirm receipt via email and request payment for the repair service. You&#x2019;ll have one month to complete the payment. If no payment is received within this timeframe, the item will be returned to you, and no further service can be offered unless payment is made in advance.Step 5: After payment is received, we&#x2019;ll confirm again via email and send your item to our jeweller for repair. Repairs are dispatched weekly each Friday, so we recommend making payment by end of day Thursday to avoid delays.Step 6: Once the service is complete, we polish and carefully check your item to ensure it is in excellent condition. It is then gently packed in By Charlotte packaging and shipped to your nominated return address. You&#x2019;ll receive tracking details via email once your item is on its way back to you.*Please note: Repairs can only be accepted through our Paddington Boutique at this time.Purchases From StockistsStep 1: Return your item in person to any of our vetted Stockists.Step 2:&#xA0;Their team will assess the piece in line with our repair policy to determine if a service can be offered.Step 3: If accepted, their team will record your details in their system and send your item to HQ, where it will be expertly assessed, quoted, and processed.Step 4: Once we receive your item, our team will confirm receipt via email and request payment for the repair service. You&#x2019;ll have one month to complete the payment. If no payment is received within this timeframe, the item will be returned to you, and no further service can be offered unless payment is made in advance.Step 5: After payment is received, we&#x2019;ll confirm again via email and send your item to our jeweller for repair. Repairs are dispatched weekly each Friday, so we recommend making payment by end of day Thursday to avoid delays.Step 6: Once the service is complete, we polish and carefully check your item to ensure it is in excellent condition. It is then gently packed in By Charlotte packaging and shipped to your nominated return address. You&#x2019;ll receive tracking details via email once your item is on its way back to you.

Repair Support

Our Repair Policy

Requesting A Service