Refund & Return Policy


At Charlotte Collective, we want you to love your purchase.

If something isn’t quite right, we’re here to help. Please read our return and refund policy below before submitting a return request.

14-DAY RETURN POLICY

We offer a 14-day return period for eligible change-of-mind returns.

You may request a return within 14 days of receiving your order.

To be eligible for a change-of-mind return, the item must be:

  • unworn and unused;

  • in its original condition;

  • with original tags attached; and

  • returned with its original packaging where reasonably possible.

You will also need to provide proof of purchase or your order number.

To start a return, please contact us at:

infocharlottecollective@gmail.com

Please do not send a return before contacting us.

Once your return request has been reviewed, we will provide you with return instructions and the appropriate return address.

CHANGE-OF-MIND RETURNS

If you have changed your mind, ordered the wrong size or simply decide that the item is not right for you, you may request a return within our 14-day voluntary return period, provided the item meets the eligibility requirements above.

For approved change-of-mind returns:

  • return shipping costs are the responsibility of the customer;

  • the original shipping cost, if any, is generally not refundable unless required by law;

  • items must be returned in a condition suitable for resale; and

  • the customer is responsible for securely packaging the return.

Charlotte Collective does not charge a restocking fee for approved returns.

Our voluntary change-of-mind policy is separate from your rights under the Australian Consumer Law.

RETURN ADDRESS

Charlotte Collective works with international fulfilment partners.

As a result, approved returns may need to be sent to an international return facility.

The return address may be different from the address shown on your original parcel.

Please contact us before returning an item. Once your return is approved, we will provide the correct return address and instructions.

Do not return products to the sender address shown on your parcel unless we specifically instruct you to do so.

Returns sent to an incorrect address may result in delays or may be unable to be processed.

RETURN SHIPPING COSTS

For voluntary change-of-mind returns, return shipping costs are the responsibility of the customer.

We recommend using a tracked shipping service and keeping your proof of postage until your return has been completed.

If a product is confirmed to be faulty, defective, damaged, incorrect or otherwise fails to meet an applicable consumer guarantee, reasonable return costs will be handled or reimbursed where required by applicable law.

DAMAGED, DEFECTIVE OR INCORRECT ITEMS

Please inspect your order after delivery.

If your item arrives:

  • damaged;

  • defective;

  • faulty;

  • significantly different from its description; or

  • different from what you ordered,

please contact us at:

infocharlottecollective@gmail.com

Please include:

  • your order number;

  • a description of the issue; and

  • clear photographs or videos showing the problem where reasonably possible.

We will review the issue and provide an appropriate solution.

Your rights in relation to faulty or non-compliant products are not limited to our 14-day voluntary return period.

AUSTRALIAN CONSUMER LAW

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law where that law applies.

Nothing in this Refund & Return Policy excludes, restricts or modifies any right or remedy that cannot lawfully be excluded.

If a product has a major failure, you may be entitled to choose between a refund or replacement in accordance with the Australian Consumer Law.

A major failure may include circumstances where the product:

  • is unsafe;

  • is significantly different from its description or sample;

  • has a serious problem that would have stopped a reasonable consumer from purchasing it if they had known about it beforehand; or

  • cannot be used for its normal purpose, or another purpose made known before purchase, and cannot easily be fixed within a reasonable time.

Where a problem is not major, Charlotte Collective may provide an appropriate remedy in accordance with the Australian Consumer Law.

If a minor problem cannot be resolved within a reasonable time, additional remedies may become available.

There is no fixed 30-day limit on rights that you may have under the Australian Consumer Law for faulty or non-compliant goods.

PROOF OF PURCHASE

We may ask you to provide reasonable proof of purchase when processing a return or consumer guarantee claim.

Proof of purchase may include:

  • your Charlotte Collective order confirmation;

  • your order number;

  • a payment record; or

  • another reasonable record showing that the product was purchased from us.

For claims involving faulty products, original packaging is not required where applicable consumer law provides otherwise.

REFUNDS

Once we receive and inspect an eligible return, we will notify you of the outcome.

If your refund is approved, it will generally be issued to your original payment method.

Please allow up to 10 business days after approval for us to process your refund.

Your bank, credit card provider or payment service may require additional time before the refund appears in your account.

If more than 15 business days have passed since we confirmed that your refund was processed, please contact:

infocharlottecollective@gmail.com

Where Australian Consumer Law requires a refund, we will not require you to accept store credit instead.

You may voluntarily choose store credit where that option is offered.

EXCHANGES

If you would like a different size, colour or product, please contact us.

Where available, we may be able to arrange an exchange.

In some cases, the fastest option may be to return the original item and place a new order for the replacement product.

Exchange availability depends on current stock.

This section does not restrict any right to a replacement that you may have under applicable consumer law.

SALE & PROMOTIONAL ITEMS

Items purchased during a sale or promotion may still be eligible for our voluntary return policy unless they are clearly identified as Final Sale before purchase.

Items marked Final Sale are not eligible for a voluntary change-of-mind return.

However, a Final Sale designation does not remove any rights you may have if an item is faulty, damaged, unsafe, incorrectly described or otherwise does not comply with applicable consumer guarantees.

NON-RETURNABLE ITEMS

For health, hygiene or other legitimate reasons, certain products may not be eligible for voluntary change-of-mind returns once opened, worn or unsealed.

These may include, where applicable:

  • pierced jewellery such as earrings where hygiene seals have been removed;

  • underwear;

  • swimwear without its hygiene protection;

  • beauty or personal care products that have been opened or used;

  • personalised or custom-made products; and

  • gift cards.

Where a product is excluded from voluntary change-of-mind returns, this will not remove rights available under applicable consumer law if the product is faulty or otherwise fails to meet a consumer guarantee.

Please contact us if you are unsure whether a particular item can be returned.

CANCELLATIONS

If you wish to cancel an order, please contact us as soon as possible at:

infocharlottecollective@gmail.com

We will do our best to accommodate your request before the order enters fulfilment.

Once an order has been processed or dispatched, we may no longer be able to cancel or intercept it.

If the order has already been dispatched, you may request an eligible return after receiving it in accordance with this policy.

This does not restrict any cancellation rights available under applicable law.

RETURNED TO SENDER OR UNCLAIMED PARCELS

If a parcel is returned because:

  • an incorrect or incomplete address was provided;

  • delivery was refused;

  • the parcel was not collected; or

  • delivery could not be completed due to circumstances attributable to the customer,

please contact us.

Reasonable reshipping costs may apply before the order can be sent again.

Any deduction or charge will only be applied where permitted by applicable law.

REFUND PROCESSING

Refunds will generally be made using the same payment method used for the original purchase unless you agree to another method.

We do not provide cash refunds for purchases made using another payment method.

Where an order was paid partly or entirely using store credit, gift credit or another non-cash payment method, the corresponding portion may be returned using the same method.

QUESTIONS ABOUT RETURNS

If you have any questions about a return, refund, damaged product or your order, please contact our customer support team.

Charlotte Collective

📩 Email: infocharlottecollective@gmail.com

Please include your order number whenever possible so we can assist you more quickly.