RETURNS & EXCHANGES

Last updated: 1 June 2026

We want you to be satisfied with your purchase. This policy explains how returns, exchanges and refunds are handled at Charlotte Sydney.

Nothing in this policy limits your rights under the Australian Consumer Law.

30-Day Returns

You may request a return within 30 calendar days of receiving your order.

For a change-of-mind return to be accepted, the product must be:

  • unworn, unused and unwashed;

  • clean and free from stains, dirt, hair, makeup, deodorant, perfume or other odours;

  • undamaged and suitable for resale;

  • returned with all original labels and tags still attached; and

  • accompanied by proof of purchase.

Products that are worn, washed, dirty, damaged, altered or returned without their original tags will not be accepted for a change-of-mind return.

You must contact us within the 30-day period and send the product according to our return instructions.

How to Request a Return

To request a return, email info@charlotte-syd.com and include:

  • your full name;

  • your order number;

  • the product you wish to return;

  • the reason for the return; and

  • photographs if the product is faulty, damaged or incorrect.

If your return is approved, we will provide the return address and instructions.

Do not return products to the address shown on the original parcel. Our products are supplied by international fulfilment partners, and the sender’s address may not be authorised to receive returns. Returns sent without approval may be rejected or lost.

Return Shipping

For change-of-mind returns, customers are responsible for return shipping costs. Original delivery charges are not refundable.

We recommend using a tracked shipping service and keeping proof of postage. Charlotte Sydney is not responsible for an untracked change-of-mind return that is lost or damaged before reaching the authorised return address.

If you received a faulty, damaged or incorrect product, we will cover reasonable return costs where required under the Australian Consumer Law.

Exchanges

If you would like a different size, colour or product, contact us at info@charlotte-syd.com.

Exchanges are subject to product availability. Where a direct exchange is not possible, you may return the eligible product for a refund and place a new order.

Customers are responsible for shipping costs associated with change-of-mind exchanges. This does not apply where the product is faulty, damaged or incorrectly supplied.

Non-Returnable Items

We do not accept change-of-mind returns for:

  • underwear or intimate garments;

  • swimwear with a removed or damaged hygiene seal;

  • earrings or pierced jewellery;

  • opened beauty or personal-care products;

  • personalised or made-to-order products;

  • gift cards; or

  • products clearly marked as final sale.

These exclusions do not apply if the product is faulty or does not meet a consumer guarantee under the Australian Consumer Law.

Faulty, Damaged or Incorrect Products

Contact us as soon as reasonably possible if your product is faulty, damaged on arrival, materially different from its description or if you received the wrong product.

We may ask for photographs or other reasonable information to assess the issue.

Depending on the circumstances and the Australian Consumer Law, you may be entitled to a repair, replacement, refund or another appropriate remedy.

The 30-day change-of-mind period and the requirement for original tags do not restrict your legal rights regarding faulty, unsafe or incorrectly described products.

Refunds

Once your return has been received and inspected, we will notify you whether the refund has been approved.

Approved refunds will be issued to the original payment method. We aim to initiate refunds within 10 business days after approval. Your bank or payment provider may require additional processing time.

For change-of-mind returns, refunds cover the price paid for the returned product only. Original shipping charges and return shipping costs are not refundable unless required by law.

Order Cancellations

If you wish to cancel or change an order, contact us immediately. We will try to assist, but we cannot guarantee cancellation once the order has entered processing or has been sent to our supplier.

Orders that have already been dispatched cannot be cancelled in transit. After delivery, you may request a return under this policy.

Contact Us

For returns, exchanges or refund enquiries, contact:

Charlotte Sydney
Email: info@charlotte-syd.com