TERMS AND CONDITIONS

Last updated: 1 June 2026

Welcome to Charlotte Sydney. These Terms and Conditions govern your access to and use of our website, online store and related services, as well as all purchases made through our store.

Charlotte Sydney is operated by ARBLE LLC, trading as Charlotte Sydney, with registration number 98-1968107 and business address at 30 N Gould St Ste R WY 82801.

Throughout these Terms, “Charlotte Sydney”, “we”, “us” and “our” refer to the operator of the Charlotte Sydney online store. “You” and “customer” refer to any person who accesses our website or purchases a product from us.

By accessing our website, placing an order or using any part of our services, you agree to these Terms and Conditions. If you do not agree with these Terms, you must not use our website or place an order.

1. Australian Consumer Law

Our products and services come with guarantees that cannot be excluded under the Australian Consumer Law.

Nothing in these Terms excludes, restricts or modifies any rights, guarantees, remedies or protections available to you under the Competition and Consumer Act 2010 (Cth), the Australian Consumer Law or any other applicable law.

2. Eligibility to Purchase

By placing an order, you confirm that:

  • you are legally capable of entering into a binding contract;

  • you are at least 18 years old, or you have permission from a parent or legal guardian;

  • the information you provide is complete, current and accurate; and

  • you are authorised to use the selected payment method.

Products purchased from Charlotte Sydney are intended for personal use and must not be resold for commercial purposes without our prior written consent.

3. Products and Chinese Suppliers

Charlotte Sydney is an online retailer offering clothing, fashion accessories and related products.

Our products are sourced from third-party suppliers, manufacturers and fulfilment partners located in China. Depending on the product and available stock, an order may be processed, fulfilled or shipped directly from China or from another fulfilment location used by our suppliers.

Customers acknowledge that:

  • products may be manufactured, packaged and dispatched by third-party suppliers;

  • separate products from the same order may arrive in different parcels;

  • packaging may display information relating to the manufacturer, supplier or fulfilment partner;

  • delivery times may be longer than delivery from a local Australian warehouse; and

  • Charlotte Sydney remains the seller responsible for handling customer enquiries and applicable consumer remedies.

4. Product Images and Descriptions

All product photographs, videos, illustrations and other visual content displayed on our website are provided for illustrative purposes.

We make reasonable efforts to display our products and their colours, materials, measurements, patterns and finishes as accurately as possible. However, the appearance of a product may vary slightly from the images displayed on the website because of:

  • screen and device settings;

  • lighting and photography conditions;

  • image editing;

  • manufacturing batches;

  • differences in fabric placement or pattern alignment;

  • manual measurement methods; or

  • minor supplier updates that do not materially change the product.

Accordingly, minor and non-material differences in colour, texture, finish, measurements, packaging or detailing may occur and will not necessarily mean that a product is defective.

This clause does not permit us to supply a product that is materially different from its description or from the overall representation made on our website. If a product is materially different, incorrectly described, faulty or not of acceptable quality, you may have rights under the Australian Consumer Law.

Customers should review the product description, material information, measurements and size guide before placing an order.

5. Product Availability

All products are subject to availability. 

We may be unable to fulfil an order because of:

  • a product becoming unavailable;

  • a supplier discontinuing a product;

  • incorrect stock information;

  • an obvious pricing or product information error;

  • suspected fraud or unauthorised payment; or

  • legal or delivery restrictions.

If we cannot fulfil an order, we will contact you and provide a full refund for the unavailable product using the original payment method.

6. Orders and Order Acceptance

After placing an order, you should receive an order confirmation by email. Please check the order information carefully and contact us promptly if any details are incorrect.

An order is accepted once we confirm it and begin processing it for fulfilment. We reserve the right to reject or cancel an order before dispatch where there is a legitimate reason, including product unavailability, an obvious pricing error, suspected fraud or an inability to deliver to the supplied address.

If we cancel an order after payment has been received, we will issue a full refund for the cancelled products.

7. Changes and Cancellations

Orders are normally sent to our suppliers for processing shortly after they are placed.

If you need to change or cancel an order, contact us immediately at info@charlotte-syd.com. We will try to assist, but we cannot guarantee that an order can be changed or cancelled after processing has started.

If an order has already been dispatched, it cannot be cancelled in transit. You may request a return after delivery in accordance with our returns policy.

8. Prices, Currency and Taxes

Unless otherwise stated, prices displayed on our Australian store are in Australian dollars (AUD).

Shipping charges, taxes and any other applicable charges will be displayed at checkout before you complete the purchase.

We may change product prices at any time. Price changes will not affect orders that have already been accepted, except where there is an obvious pricing error and the order has not yet been dispatched.

Discounts, promotional codes and special offers:

  • may be subject to additional conditions;

  • cannot be exchanged for cash;

  • may not be combined unless expressly stated;

  • may expire at the stated time; and

  • cannot normally be applied retrospectively to an order already placed.

9. Payment

Payment must be made using one of the payment methods available at checkout.

Payments may be processed by Shopify or another third-party payment provider. Charlotte Sydney does not directly store complete payment card information.

By submitting payment information, you confirm that you are authorised to use the selected payment method and authorise the applicable charge.

We are not responsible for fees charged directly by your bank, card provider, payment provider or currency conversion service.

10. Shipping and Delivery

Available shipping methods, charges and estimated delivery times will be displayed on our website or at checkout.

Delivery estimates are provided in good faith but are estimates only. Delivery may be affected by customs processing, carrier delays, peak shopping periods, public holidays, weather events, incorrect address information or other circumstances outside our reasonable control.

We will not be responsible for a delay solely caused by circumstances outside our reasonable control. However, we will comply with all obligations that apply under the Australian Consumer Law, including where an order cannot be supplied within an agreed or reasonable time.

Customers are responsible for providing a complete and accurate delivery address. We are not responsible for delays or additional costs caused by incorrect or incomplete information supplied by the customer.

If a parcel is returned because of an incorrect address, failed delivery attempt or failure to collect it, we may require the customer to pay reasonable redelivery costs unless prohibited by law.

Risk in the products passes to you when the parcel is delivered to you or to a person authorised to receive it at the nominated delivery address.

11. Split Shipments

Products may be stored at different supplier or fulfilment locations. As a result, a single order may be delivered in two or more separate parcels and on different dates.

Where available, separate tracking information may be provided for each parcel. A partial delivery does not necessarily mean that the remaining products are missing.

12. Thirty-Day Change-of-Mind Returns

In addition to your rights under the Australian Consumer Law, Charlotte Sydney offers a voluntary 30-day return policy for eligible change-of-mind returns.

To qualify for a change-of-mind return:

  • you must contact us within 30 calendar days after the product is delivered;

  • the product must be unworn, unused and unwashed;

  • the product must be undamaged and suitable for resale;

  • all original labels and tags must remain attached;

  • the product must be clean and free from stains, dirt, hair, makeup, deodorant, perfume, odours or other signs of use;

  • the product must not have been altered, repaired or otherwise modified;

  • the product should be returned with its original packaging where reasonably possible;

  • you must provide valid proof of purchase; and

  • you must follow the return instructions provided by our customer service team.

We may refuse a change-of-mind return where the product does not meet these conditions.

The above conditions apply only to voluntary change-of-mind returns. They do not limit your rights where a product is faulty, unsafe, materially different from its description or otherwise fails to comply with the Australian Consumer Law.

13. Items Excluded From Change-of-Mind Returns

Unless required by law, we do not accept change-of-mind returns for:

  • underwear or intimate garments;

  • swimwear where the hygiene seal has been removed or damaged;

  • earrings or pierced jewellery;

  • cosmetics, beauty or personal-care products that have been opened;

  • personalised, customised or made-to-order products;

  • gift cards;

  • products marked as final sale or non-returnable before purchase; or

  • products that cannot be resold for health or hygiene reasons.

These exclusions do not apply where a product fails to meet a consumer guarantee under the Australian Consumer Law.

14. How to Request a Return

Before returning any product, contact us at info@charlotte-syd.com and provide:

  • your full name;

  • your order number;

  • the product you wish to return;

  • the reason for the return; and

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

We will provide return instructions and the applicable return address.

Do not return products to the address shown on the original parcel unless we have expressly instructed you to do so. Supplier and fulfilment addresses may not be authorised to receive customer returns, and unauthorised returns may be rejected or lost.

Products sent without first contacting us may take longer to process.

15. Return Shipping Costs

For an approved change-of-mind return, the customer is responsible for the cost of return shipping. Original delivery charges are not refundable unless required by law.

We recommend using a tracked shipping service and retaining proof of postage. Charlotte Sydney is not responsible for a change-of-mind return that is lost or damaged before it is received at the authorised return location.

Where a product is faulty, damaged, incorrectly supplied or otherwise fails to comply with the Australian Consumer Law, Charlotte Sydney will cover reasonable return shipping costs where required by law.

16. Faulty, Damaged or Incorrect Products

Please contact us as soon as reasonably possible if you receive a product that is:

  • faulty or defective;

  • damaged on arrival;

  • materially different from its description or images;

  • the wrong product or size compared with your order;

  • unsafe; or

  • otherwise not of acceptable quality.

We may ask you to provide photographs, videos or other reasonable information so we can assess the issue. We may also require the product to be returned for inspection where this is reasonable.

Your available remedy will depend on the nature of the issue and the Australian Consumer Law. Depending on the circumstances, you may be entitled to a repair, replacement, refund or another appropriate remedy.

For a major failure, you may be entitled to choose between a refund and a replacement. For a minor failure, we may be entitled to provide an appropriate remedy within a reasonable time.

You do not need to return a faulty product in its original packaging or with its original tags where doing so would unreasonably restrict your rights under the Australian Consumer Law.

17. Refunds

Once an eligible return has been received and assessed, we will notify you whether the return has been approved.

Approved refunds will normally be issued to the original payment method. We aim to initiate the refund within 10 business days after approving the return.

Your bank or payment provider may require additional time to process and display the refund. Processing times are outside our direct control.

For change-of-mind returns, the refund will generally cover the purchase price of the returned product but not the original shipping charge or return shipping costs.

Nothing in this section limits any refund or reimbursement required under the Australian Consumer Law.

18. Sizing and Measurements

Customers are responsible for reviewing the size guide and product measurements before ordering.

Measurements may vary slightly because of manual measurement methods or manufacturing tolerances. Any expected measurement variation should be stated on the relevant product page where applicable.

Selecting the wrong size is generally treated as a change-of-mind return unless the product supplied does not match the size ordered or is materially inconsistent with the measurements provided.

19. Care Instructions and Customer Use

Customers must follow all care, washing, storage and usage instructions supplied with a product or displayed on the product page.

We are not required to provide a remedy where damage is caused by misuse, improper washing, failure to follow care instructions, normal wear and tear, an accident, unauthorised alteration or use for a purpose for which the product was not intended.

This does not affect any rights arising from an existing fault or failure to meet a consumer guarantee.

20. Website Information

We aim to keep information on our website accurate and up to date. However, occasional typographical errors, technical errors or omissions may occur.

We may correct errors and update website content where reasonably necessary. We will not make a material change to an accepted order without notifying you and, where required, giving you the option to cancel the affected product for a refund.

Product availability, delivery estimates and promotional information may change from time to time.

21. Acceptable Use

You must not use our website:

  • for unlawful, fraudulent or abusive purposes;

  • to introduce viruses, malicious code or harmful technology;

  • to interfere with the operation or security of the website;

  • to collect information about other users without permission;

  • to impersonate another person;

  • to place fraudulent or unauthorised orders; or

  • to copy or commercially exploit our website content without permission.

We may restrict access to our website where we reasonably believe these Terms have been breached.

22. Intellectual Property

Unless otherwise stated, the website and its content—including the Charlotte Sydney name, branding, graphics, text, layout and original marketing materials—are owned by or licensed to Charlotte Sydney and are protected by applicable intellectual property laws.

You may access and use the website for personal, non-commercial shopping purposes. You must not reproduce, distribute, modify, publish, sell or commercially exploit website content without prior written permission.

Third-party product images, trademarks and brand names remain the property of their respective owners.

23. Third-Party Services and Links

Our website may use or link to third-party services, including Shopify, payment providers, delivery carriers, social media platforms and external websites.

Third-party services may be governed by their own terms and privacy policies. We are not responsible for the content or operation of an independent third-party website that we do not control.

Nothing in this section excludes responsibility that cannot lawfully be excluded.

24. Privacy

We collect, use and disclose personal information in accordance with our Privacy Policy and applicable privacy laws.

Information may be shared with service providers where reasonably necessary to process payment, fulfil orders, provide customer service, prevent fraud or deliver products. These service providers may be located outside Australia, including in China.

Please review our separate Privacy Policy before placing an order.

25. Limitation of Liability

To the maximum extent permitted by law, Charlotte Sydney will not be liable for losses that are not a reasonably foreseeable result of our breach or negligence.

Nothing in these Terms excludes or limits liability for:

  • fraud or fraudulent misrepresentation;

  • death or personal injury caused by negligence;

  • a breach of a consumer guarantee;

  • wilful misconduct; or

  • any liability that cannot legally be excluded or limited.

Where liability may lawfully be limited, it will be limited only to the extent permitted by applicable law.

26. Events Outside Our Reasonable Control

We will not be responsible for a delay or failure caused by events outside our reasonable control, including natural disasters, extreme weather, transport disruption, industrial action, war, civil unrest, government restrictions, customs delays, epidemics, pandemics, cyber incidents or major supplier interruptions.

If such an event materially affects an order, we will take reasonable steps to contact the customer and provide an appropriate solution in accordance with applicable law.

27. Changes to These Terms

We may update these Terms from time to time to reflect changes to our operations, website, services or legal obligations.

The version that applies to your purchase is the version published or otherwise made available to you when you place the order.

Any material changes will apply only prospectively unless otherwise required by law.

28. Severability

If any part of these Terms is found to be invalid, unlawful or unenforceable, that part will be interpreted or removed only to the extent necessary. The remaining provisions will continue to apply.

29. Governing Law

These Terms are governed by the laws of New South Wales, Australia, and the applicable laws of the Commonwealth of Australia.

Nothing in this section prevents a customer from relying on mandatory consumer protections or bringing a claim in a court or tribunal available under applicable consumer law.

30. Complaints and Dispute Resolution

If you have a complaint, please contact us first so we can try to resolve the matter directly.

Please include your name, order number, a description of the issue and your preferred resolution. We aim to acknowledge complaints within five business days and resolve them within a reasonable time.

31. Contact Information

Charlotte Sydney

Customer service email: info@charlotte-syd.com

Customer service enquiries will be handled by Charlotte Sydney. Customers should not contact our manufacturers or Chinese suppliers directly unless we specifically instruct them to do so.