01 / YOUR NEXT STEP
Order missing? Check the promised date
Ready-stock dispatch from NSW takes 1–3 business days; sales can delay it. Australian standard costs AUD8/free over AUD150, with 2–4-business-day transit or 3–8 outside NSW; express AUD10/free over AUD300. US/rest-of-world DHL is AUD29, estimated 7–14 business days; another FAQ says 3–14. Buyers pay import duties. Customs-destroyed refused/unclaimed parcels receive no refund; recovered returns deduct costs. Made-to-order engagement rings need up to 6–8 weeks before collection/delivery; custom wedding bands need up to six weeks of production before collection. Standard transit follows production.
Show the steps
- Compare the order date, dispatch notice and tracking. Ask support for the carrier reference and a specific delivery or resolution update.
Sources: by charlotte — shipping and delivery (Shipping Information – by charlotte) · by charlotte — shipping and delivery (Made-to-Order FAQs – by charlotte)
02 / YOUR NEXT STEP
Wrong or damaged? Keep the evidence
Photograph the item, label and packaging. Save the original product description and explain the mismatch before using or returning the goods.
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- Ask for written instructions and who pays postage. Ordinary change-of-mind rules may differ from the process for faulty or incorrect goods.
Sources: by charlotte — returns and refunds (by charlotte | Returns Policy)
03 / YOUR NEXT STEP
Read this before paying return postage
Request eligible full-price online returns within 30 days of receipt, unworn in original packaging. After receipt, inspection and approval, allow up to five business days for refunds. Earrings, toe rings, made-to-order, engraved/final-sale goods, gift cards and wrapping are excluded, subject to faulty-goods rights. Prepaid-label deductions are AUD10 Australia, AUD25 New Zealand and AUD50 elsewhere; purchased Checkout+ covers labels. Fault claims require prompt contact/photos; valid faults receive postage reimbursement. In-store purchases use a purchase-date clock.
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- Keep approval, tracking and delivery evidence. Ask when an accepted return will be inspected and when an approved refund should reach your payment account.
Sources: by charlotte — returns and refunds (by charlotte | Returns Policy)
04 / YOUR NEXT STEP
Still unresolved? Check your payment options
Keep receipts, tracking, photographs and messages together. Ask the payment provider on your receipt about its dispute process and deadlines; waiting for support must not make you miss them.
Show the steps
- Support is customercare@bycharlotte.com.au or (02) 8030 7095, weekdays 8 am–4 pm AEST excluding NSW holidays. The published reply aim is 24–48 hours; response was not tested.
- Report an unrecognised payment promptly. Eligibility varies by payment method, location and circumstances; recovery is not guaranteed.
Sources: by charlotte — customer contact (Contact Us | Meaningful Jewellery – by charlotte)
SAVE YOURSELF A BLANK EMAIL
Not sure what to say?
Use a short, specific message. Replace the brackets before sending it.
Open the ready-to-send message
Keep a copy. Leave out passwords, full card numbers and security codes.
Subject: Order [number]: [delivery / item / return problem] Hello by charlotte, Order [number], placed [date]: [brief problem]. Tracking shows [status]. Please confirm [delivery update / return instructions / proposed remedy], the applicable deadline and any cost. My delivery country is [country]. I have attached [receipt/photos]. Thank you, [Name]
StraightReview does not send this message or collect the details you add.
BEFORE YOU GO
Two things worth knowing.
Does a delayed by charlotte order prove a scam?
No. A delay alone does not establish fraud. This page helps with a specific order problem; the linked full review explains the broader evidence and its limitations.
Are these by charlotte terms newly verified?
This guide reuses the dated official-source evidence listed below. It does not represent a new purchase, support test or live policy check. Compare the current terms and your order confirmation before relying on a deadline.
CHECK THE DETAILSSources, dates & limitations
Compiled from saved official-page evidence checked by 2026-11-06. No new source visit, test order, support contact or refund test was performed to generate this guide. Terms can change; your order date, country and item matter. Statutory rights may differ from store policy.
- by charlotte — shipping and delivery (Shipping Information – by charlotte)
Official-page observation saved on 2026-11-06; this guide reuses that dated research. No order or support response was tested.
Checked - by charlotte — returns and refunds (by charlotte | Returns Policy)
Official-page observation saved on 2026-11-06; this guide reuses that dated research. No order or support response was tested.
Checked - by charlotte — customer contact (Contact Us | Meaningful Jewellery – by charlotte)
Official-page observation saved on 2026-11-06; this guide reuses that dated research. No order or support response was tested.
Checked - by charlotte — shipping and delivery (Made-to-Order FAQs – by charlotte)
Official-page observation saved on 2026-11-06; this guide reuses that dated research. No order or support response was tested.
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A detail changed? Send a correction. Leave out private order or payment information.
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