How Do I Return My Item?Updated an hour ago

Not loving your new piece? That's okay! We want to make the returns process as straightforward as possible. To ensure a smooth experience, please follow the steps below and provide all required information when visiting the original store of purchase. 

Our stockists will review your item in line with our return guidelines (and theirs) before accepting a return. In some cases, they may need to contact us directly for a second assessment, but you’ll be kept informed throughout the process.

Online Returns

Step 1: Lodge a return via our Return Portal here, and enter your order details.

Step 2: Select the item(s) you would like to return by checking the relevant boxes. Confirm the return reason for each item. Read our Return Policy and confirm that you agree. Then, choose your return resolution. You have the option of either a store credit (+10%) or a refund to your original payment method.

Step 3: Print off your label and attach it to the package. Don't have a printer? Your local Australia Post Office will be able to scan your digital label and print it for you. Items must be protected in a satchel or secure packaging.

Step 4: Drop your parcel at your nearest APO.

Step 5: Once your return has been received, checked and approved by our team, your refund or store credit will be processed. Please allow up to 5 business days for your refund to be received once processed.

In-store Returns

Step 1: Return your item in person to any of our By Charlotte Boutiques.

Step 2: Our team will assess the item to determine whether an exchange, refund, or credit (100%) will be offered in accordance with our policy.

International Returns

Step 1: Lodge a return via our Return Portal here, and enter your order details.

Step 2: Select the item(s) you would like to return by checking the relevant boxes. Confirm the return reason for each item. Read our Return Policy and confirm that you agree. Then, choose your return resolution. You have the option of either a store credit (+10%) or a refund to your original payment method.

Step 3: As we don’t currently provide international return labels, customers are responsible for arranging their own. We recommend using tracked shipping, as we can’t cover items lost in transit. Please package items securely; no additional forms are required, as your RMA details are available to us.

Step 4: Drop your parcel at your nearest PO.

Step 5: Once your return has been received, checked and approved by our team, your refund or store credit will be processed. Please allow up to 5 business days for your refund to be received once processed.

Purchases From Stockists

Step 1: Return your item in person to any of our vetted Stockists.

Step 2: Their team will assess the item to determine whether a return will be offered in accordance with their (and our) policy.