RETURNS & EXCHANGES

Your Satisfaction is Our Priority

If it’s not quite love, we’ll make it right.
We want you to feel completely happy with your piece.

Change of Mind Returns

  • Return window: You have 30 days from delivery to start a return.

  • Condition: Item must be unused, in original condition and packaging.

  • Costs: Return shipping isn’t free for change-of-mind returns.

  • How to start: Email support@charlottes-atelier.com with your order number and the reason for return.

    • We’ll reply with a simple confirmation email that includes clear return instructions and the return address for our warehouse in China.

    • Please wait for our confirmation before sending your parcel.

Where to Send Your Return

All returns are sent to our returns warehouse in China.
You’ll receive the full address in our confirmation email. Returns sent without waiting for that email can be delayed or refused.

Exchanges & Faulty Items

  • Exchanges: You can request an exchange within 30 days (stock permitting).

  • Faulty/Damaged: If your item arrives damaged, defective, email us within 7 days with photos. We’ll arrange a replacement or refund. In these cases, we cover reasonable return postage once assessed.

  • This policy is in addition to your rights under the Australian Consumer Law.

Refunds

  • Processing: We review returns within 2–5 business days after your parcel is marked delivered to our warehouse.

  • Payout: Refunds typically appear within 3–7 business days on your original payment method (bank/issuer times may vary).

  • We’ll email you as soon as your return is approved.

Cancellations

Orders can be cancelled within 1 hour of purchase if they haven’t been processed yet. Please email us promptly with your order number.

What isn’t returnable (for hygiene/safety)

Earrings that have been worn or unsealed, gift cards, and items with signs of wear can’t be returned unless faulty.

Need help?
We’re here at support@charlottes-atelier.com— warm, friendly assistance is part of every order.