Our Repair PolicyUpdated 14 days ago
If your By Charlotte piece falls outside of our standard warranty period, we're happy to offer a repair service to help restore your jewellery. Repairs are completed by our trusted local jeweller and are available for pieces purchased through our website, boutiques, or authorised stockists.
Before sending your piece
To ensure we can assist you as smoothly as possible, repairs can only be accepted if:
- You contact our team for approval before sending your item. Unauthorised returns may not be accepted and, if declined, will be returned to you at your expense.
- You agree to cover the cost of the repair service, including any additional operational costs (unless the repair is covered under warranty).
- Your piece is returned in secure packaging, including all original components where applicable.
Please note that paid repairs completed by our trusted third-party jeweller do not extend or restart your original product warranty. However, all repair services are covered under Australian Consumer Law, which guarantees that services must be carried out with due care and skill.
If an issue arises with a repair due to workmanship, or the repair is not completed as agreed, we'll work closely with our jeweller to resolve the matter in line with our obligations under consumer law.
Available Services
We offer a range of repair services, including:
- Soldering broken chains or clasps
- Reattaching pearls
- Replating
- Polishing
- General cleaning
Repair costs vary depending on the complexity of the service required. Once a quote has been provided, you'll have one month to approve and complete payment before it expires.
Excluded Services
There are some repairs we're unable to offer, including certain pearl elements, unique or complex designs, and customised pieces. In these cases, the risk of further damage during repair may outweigh the benefit.
Turnaround Time
Repairs are generally completed within 2–3 weeks, though this may extend to 4–5 weeks during peak periods or where specific materials are required.
Additional Information
- Pieces in 18k Gold Plating, 18k Gold Vermeil, or 925 Sterling Silver purchased between 6 months and 2 years ago may be eligible for repair, depending on the type and extent of the damage. We're unable to offer repairs on items over 2 years old.
- For pieces crafted in Solid Gold and Solid White Gold (9k, 14k and 18k), we offer a lifetime capacity to facilitate repair services, depending on the type and extent of the damage.
- A $35 flat fee applies in addition to your repair service to cover shipping, careful packaging, and handling.
- We currently offer repair services for domestic customers only and are unable to accept international repairs.
- We’re also unable to accept repair requests for jewellery from other brands.
For more information or to begin your repair request, please contact our team here.