FAQS
Checkout our most popular frequently asked questions below. If you need further assistance, please contact our Customer Love Team at hello@sweetcharlottestudio.com.au or on 1300 58 20 30.
ORDERS & PAYMENTS
I PLACED AN ORDER BUT HAVEN'T RECEIVED A CONFIRMATION EMAIL, WHAT DO I DO?
Please ensure you check your junk mail for the confirmation email. If you still can’t find it please email hello@sweetcharlottestudio.com.au with your full name and correct email address. Our Customer Love Team will amend this for you ASAP.
I ENTERED THE WRONG INFO AT THE CHECKOUT, WHAT DO I DO?
If you havent't yet received a confirmation email to say your order has been dispatched, please contact us ASAP on 1300 58 20 30 and we will have your details updated.
If your order has already left our warehouse and you have provided the incorrect address, we will need to wait until its returned to sender. Please keep in mind that you will need to pay postage costs again. Australia Post advises that it can takeapproximately 10 business days for your order to be returned to sender.
CAN I CHANGE OR ADD TO MY ORDER?
Please contact us ASAP on 1300 58 20 304 if you wish to change your order. If your order has been dispatched it is unable to be changed.
If you wish to add to your order you will need to place a separate order via our online store, in this instance multiple shipping charges will apply.
WHAT ARE MY PAYMENT OPTIONS?
At Sweet Charlotte Studio we accept payment via Amex, Visa, Mastercard, PayPal (ONLINE ONLY) Afterpay (AUSTRALIA ONLY) & Gift Vouchers.
DELIVERY & SHIPPING
HAS MY ORDER BEEN DISPATCHED?
We strive to dispatch your order the same day if ordered before 10am AEST! In peak periods of excessive demand your order may be dispatched the following business day. Any orders placed over a weekend or on a public holiday will be dispatched within 1-2 business days. You will receive a confirmation email with tracking details once your order has been dispatched.
HOW LONG WILL MY ORDER TAKE?
Australia Post advises:
Express Metro: 1-2 business days
Express Rural: 2-3 business days
New Zealand Standard: 9-14 business days
International Standard: 10-15 business days
Please note that these are estimates advised by Australia Post. There may be delays due to weather, customs, or delays within the postal company.
I HAVEN'T RECEIVED MY ORDER YET? WHAT DO I DO?
We understand that it can be very frustrating when you are expecting your order and it hasn't arrived yet. Please keep a close eye on your tracking as your order could be delayed. Australia Post advises in some cases they add 3 business days onto the original delivery date if your order is delayed in transit.
THE TRACKING SAYS MY ORDER IS DELIVERED BUT I CANT FIND IT, WHAT DO I DO?
In most cases, your order will show up within a few hours of Australia Post advising that it has been scanned as 'delivered'. If your concerned about the whereabouts or your order we suggest contacting Australia Post and asking them to provide further details.
AUSTRALIA POST CUSTMER CARE - 13 76 78.
I THINK MY ORDER IS LOST! WHAT DO I DO?
Please follow the link below for any orders that you think have been lost in transit.
https://auspost.com.au/receiving/delayed-lost-or-damaged-items/find-a-missing-item
Please note that Sweet Charlotte Studio will not issue a refund on item/s that are not received or are lost in transit, this is beyond our control.
Consumer guarantees do not extend to replacing an item that was posted by them, which was subsequently lost by Australia Post.
RETURNS & EXCHANGES
HOW DO I RETURN MY ORDER?
Please ensure that your return meets our requirements which are detailed on the form provided with your order. If it does, please fill in the returns form and return your order to us at U5 22-24 Premier Cct, Warana 4575, QLD Australia.
Please note that the goods are your responsibility until they are returned to Sweet Charlotte Studio. Sweet Charlotte Studio will not issue a refund on item/s that are not received or are lost in transit.
CAN I EXCHANGE MY ORDER?
Yes, you can exchange your order. Please ensure that your exchange meets our return requirements, fill in the returns form provided and send it back to us at U5 22-24 Premier Cct, Warana 4575, QLD Australia.
DO I HAVE PAY FOR RETURN & EXCHANGE POSTAGE?
Yes, both return and exchange postage are to be paid by the customer.
DO YOU OFFER REFUNDS?
We hope you love your Sweet Charlotte Studio purchase, however if you find that it isn’t suitable, we can offer you a refund. Please ensure that your return meets our requirements. We do not offer refunds on final sale items (T&C'S APPLY) or postage.
IS STOCK HELD FOR ME IF I ASK FOR AN EXCHANGE?
Unfortunately, we are unable to hold stock due to high demand. This is why it’s so important to get your exchange to us so we can have it processed ASAP. If the stock is no longer available, you will automatically be issued a refund.
I SENT A RETURN BACK, HAVE YOU RECEIVED IT?
Please use the tracking number provided when you lodged your parcel to locate it. You can track your parcel via the Australia Post website. We do our best to have your returns processed ASAP however they can take up to 3 business days. Please contact us at hello@sweetcharlottestudio.com.au with your full name and order number if you require further assistance.
Please note that the goods are your responsibility until they are returned to Sweet Charlotte Studio. Sweet Charlotte Studio will not issue a refund on item/s that are not received or are lost in transit.
INCORRECT & FAULTY ITEMS
I RECEIVED THE INCORRECT PRODUCT, WHAT DO I DO?
We are SO sorry! Our pick & pack team do their very best at ensuring the correct item is sent to you but, on the very odd occasion, things can get mixed up. Please contact our Customer Love Team as soon as you receive your order on 1300 58 20 30. Please provide your order number, full name, and the item you received so we can this fixed for you ASAP.
I RECEIVED A FAULTY ITEM, WHAT DO I DO?
We are SO sorry! We do our very best to quality control all garments when they are unpacked and dispatched but, on some occasions, they can be missed. Please email photos of the fault as well as your order number and full name to hello@sweetcharlottestudio.com.au.
Once we receive your faulty item it will be assessed by our warehouse staff as well as the manufacturer. We will be in contact with a resolution for you ASAP.
If your item is determined faulty we can provide a replacement depending on stock avaliablitly, or an exchange/ refund will be offered.
WHAT DEFINES FAULTY?
- Manufacturing faults - something that happened when the item was made.
- Items that have been incorrectly described
- Items that have defects e.g., missing button or a broken zip.
I PURCAHSED A FINAL SALE ITEM BUT IT'S FAULTY, WHAT DO I DO?
We are SO sorry! We do our very best to quality control all garments when they are unpacked and dispatched but, on some occasions, they can be missed. Please email photos of the fault as well as your order number and full name to hello@sweetcharlottestudio.com.au. Once we receive your faulty item it will be assessed by our warehouse staff as well as the manufacturer. We will be in contact with a resolution for you ASAP.