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by charlotte

<div class="velaContent"><div style="text-align: center;"><span style="font-family: Inter; font-size: 14px; color: rgb(96, 96, 96);">Want to get in touch? Not a problem we would love to hear from you. We aim to respond to all queries within 24 business hours of receiving your request. During seasonal or promotional periods, you may experience a delayed response of up to 2 additional business days.</span></div><div style="text-align: center;"><span style="color: rgb(96, 96, 96);"><br></span></div><div style="text-align: center;"><span class="wysiwyg-underline" style="font-family: Inter; font-size: 14px; color: rgb(96, 96, 96);"><u><strong style="font-family: -apple-system, BlinkMacSystemFont, &apos;Segoe UI&apos;, Helvetica, Arial, sans-serif;">Service Hours</strong></u></span></div><div style="text-align: center;"><span style="font-family: Inter; font-size: 14px; color: rgb(96, 96, 96);">Our team of stylists and <em>by charlotte</em> jewellery experts are available to give you instant styling or order help through any of the below platforms. Services will be closed during the NSW public holiday dates listed <a href="https://www.industrialrelations.nsw.gov.au/public-holidays/public-holidays-in-nsw/" rel="noopener noreferrer" target="_blank"><u>here.</u></a></span></div><div style="text-align: center;"><br></div><div><div style="text-align: center;"><div style="text-align: center;"><span style="font-family: Inter; font-size: 14px; color: rgb(96, 96, 96);"><strong><em>Live Chat</em></strong><em><br></em></span></div><div id="isPasted"><div style="text-align: center;"><span style="font-family: Inter; font-size: 14px; color: rgb(96, 96, 96);"><em>Our live chat hours are Monday to Friday from 8am to 5pm AEDT</em></span></div><br></div><span style="font-family: Inter; font-size: 14px; color: rgb(96, 96, 96);"><em><strong>Phone</strong><br>Our phone hours are Monday to Friday from 8am to 5pm AEDT</em></span><span style="color: rgb(96, 96, 96); font-size: 14px;"><em><br></em></span><span style="font-family: Inter; font-size: 14px; color: rgb(96, 96, 96);"><em>P: <a href="tel:0280307095"><u>(02) 8030 7095</u></a></em></span></div><br></div></div><div><div class="velaContent"><div style="text-align: center;"><span style="font-family: Inter; font-size: 14px; color: rgb(96, 96, 96);"><em><strong>Emails</strong><br>Our emails are covered Monday to Friday from 8am to 5pm AEDT<br>E:&#xA0;</em><a href="mailto:customercare@bycharlotte.com.au"><u><em>customercare@bycharlotte.com.au</em></u></a></span></div><p><span style="color: rgb(96, 96, 96);"><br></span></p></div><div id="isPasted" style="text-align: center;"><span style="font-family: Inter; font-size: 14px; color: rgb(96, 96, 96);"><strong><u>PR &amp; Media Inquiries</u></strong></span></div><div style="text-align: center;"><span style="font-family: Inter; font-size: 14px; color: rgb(96, 96, 96);">For public relations or marketing inquiries, media and collaboration requests, please email us at <a href="mailto:fashion@tmcpr.com.au"><u>fashion@tmcpr.com.au</u></a>.<u><strong style="font-family: -apple-system, BlinkMacSystemFont, &apos;Segoe UI&apos;, Helvetica, Arial, sans-serif;"><br><br>Wholesale Inquiries</strong></u></span></div><div style="text-align: center;"><span style="font-family: Inter; font-size: 14px; color: rgb(96, 96, 96);">If you are a retailer interested in stocking <em id="isPasted">by charlotte</em>, you can get in touch with our Wholesale Team at <a href="mailto:wholesale@bycharlotte.com.au"><u>wholesale@bycharlotte.com.au</u>.</a><u><strong style="font-family: -apple-system, BlinkMacSystemFont, &apos;Segoe UI&apos;, Helvetica, Arial, sans-serif;"><br><br>Careers &amp; Recruitment</strong></u></span></div><div style="text-align: center;"><span style="font-family: Inter; font-size: 14px; color: rgb(96, 96, 96);">Further information and contact details for our Recruitment Team can be found <a href="https://bycharlotte.com.au/pages/by-charlotte-careers" id="isPasted" rel="noopener noreferrer" target="_blank"><strong><u>here</u></strong></a>.&#xA0;</span></div></div>

How do I contact your company?

Brand

FAQs

Is this an Australian label?

Where can I find your stockists?

Where are your boutiques located?

What payment methods are available instore?

Our Boutiques

Am I able to expedite my order?

Can I change my order details once it's placed?

Do you accomodate special requests?

How will my order be packaged?

Can I cancel my order?

How do I request a gift receipt?

Can I purchase online internationally?

How do I enter my discount code?

Do you have any welcome discount codes?

Do you offer birthday gifts or discounts?

What can I do if my discount or promotional code isn't working?

Can I return items that I purchased with a discount code?

Discount and Promotions

What is Afterpay?

Do I pay interest on Afterpay purchases?

Where is Afterpay available?

What happens when I return an order paid with Afterpay?

I've been refunded but haven't received it yet? What's happening?

Afterpay

Do you offer gift wrapping?

What are some good gift ideas?

Gifting

Orders

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?

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

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

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

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

What is covered under your warranty?

What is not covered under your warranty?

Does my jewellery come with a warranty?

How do I make a warranty claim?

Warranty

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

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?

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

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

How do I contact your company?Updated 10 hours ago