How Do I Request A Service?Updated 3 hours ago
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 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’ll be kept informed throughout the process.
Online Repairs
Step 1: Contact the Customer Care team and provide:
- Proof of purchase
- Description of the issue
- Photographs of the item
Step 2: Our Customer Care team will assess your item in line with our repair guidelines.
- If assessed and accepted, we will direct you to return the item through our portal here select "Item needs repair" and follow the prompts.
- If the claim is accepted at an HQ level, the item can be returned with all original packaging, documentation, parts, and accessories (where applicable).
Step 3: Once we receive your item, our team will confirm receipt via email and request payment for the repair service. You’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’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’ll receive tracking details via email once your item is on its way back to you.
In-store Repairs
Step 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’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’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’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 Stockists
Step 1: Return your item in person to any of our vetted Stockists.
Step 2: 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’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’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’ll receive tracking details via email once your item is on its way back to you.