What Is Your Repair Policy?Updated an hour ago
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 authorised stockists.
Repairs can only be accepted if:
- 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.
- You agree to cover the cost of the repair service, inclusive of all additional operational costs (unless the repair is covered under warranty).
- The item is returned in secure packaging, including all original components (where applicable).
- You understand that once repaired, no additional warranty is provided on the repair itself.
Available Services: 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’ll have one month to approve and complete payment before it expires.
Excluded Services: 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.
Turnaround time: Repairs are generally completed within 2–3 weeks, though this may extend to 4–5 weeks during peak periods or if specific materials are required.
Additional Information:
- Pieces in 18k Gold Plating, 18k Gold Vermeil or 925 Sterling Silver purchased within 6 months to 2 years may be eligible for repair depending on the type and extent of damage. We’re unable to offer repairs on items over 2 years old.
- 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’re unable to offer repairs on our 14k Solid White Gold items.
- We charge a $35 flat fee on top of your service to cover shipping, careful packaging, and handling.
- We don't currently offer International repairs. Domestic customers only.
Please note: we are unable to accept items from other brands. For more information or to begin your repair request, please contact our team here.