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RETURNS & EXCHANGES

We hope you love your Sweet Charlotte Studio purchase, however if you find that it isnt suitable, we are able to offer refunds or exchanges on the conditions below. Please keep in mind we do not offer refunds or exchanges on final sale items (T&Cs APPLY)

Please note that all returns or exchanges must be posted to the below address with a returns form completed. A Returns Form is included with your order that details instructions on how to request a refund exchange or e voucher for your item. You can also follow the link below to download a copy.

 

DOWNLOAD A COPY OF THE RETURNS FORM.

SWEET CHARLOTTE STUDIO
U5 22-24 PREMIER CIRCUIT ,
WARANA QLD, 4575
AUSTRALIA
Ph. 1300 58 20 30

 

    Conditions

    • The goods have not been worn, altered, or washed and are in a saleable condition

    •  The goods have all original tags attached 

    • The goods are returned within the time frame stated below

    • Your return must be posted strictly within 30 days of the date of receipt. This includes faulty items.

    • We will only cover the cost of postage on returns if your order is faulty. We do not cover the cost of postage on returns due to dissatisfaction or a change of heart;
    • Your return must include your Returns Form in the parcel.

    • Returns and exchanges must be posted back at the customer’s expense and are non refundable. Sweet Charlotte Studio cannot take responsibility for lost or damaged orders. We recommend using a traceable form of shipping. 

    • For exchanges, the postage costs will be invoiced to the email provided and sent as soon as this is paid.

    • Please note that only one exchange can be requested per sale

    • For faulty items, a refund, repair or replacement will be given and return postage will be refunded upon inspection of the item.

    • All footwear must include the original shoebox in its original condition without postage labels.

    • For hygiene reasons, we do not offer returns for jewellery, swimwear, intimates or hats.

    • Items purchased on sale are final sale and cannot be returned.

    • Returns may take up to 5 business days to be processed.

    Sweet Charlotte Studio reserves the right to deny a return if items are used, soiled, worn or damaged in any way or have any form of excessive hair, perfumes or scents on the fabric. These soiled or damaged items will be returned to sender. You will be notified via email if your returned item is not suitable for a refund.

     

    Afterpay Purchases

    If you’ve paid with AfterPay, any repayments already made will be refunded to your AfterPay account. If you paid with a Credit Card or PayPal, the full amount of the returned items (minus the original shipping cost) will be refunded to your original account. 

    Refunds

    If you are requesting a refund we will credit your nominated bank account via the gateway you made payment with.
    Please note that refunds do not include postage cost. The item/s price will be refunded only. 

    E Vouchers

    E Vouchers will be issued as a gift card, they can be used both online and in store. 

    Faulty Items

    If you believe your item is faulty, please contact Sweet Charlotte Studio Customer Love at hello@sweetcharlottestudio.com.au with details of your purchases, the fault and images prior to sending it back to us.


    We cannot accept liability for an item until it is returned and has been confirmed as faulty by our warehouse team and manufacturer. 

    What defines faulty?
    •  Manufacturing faults

    • Goods that have been wrongly described.

    • Goods that are different to the goods that you ordered

    • Goods that do not do what they are supposed to do

    • Goods that have defects that were not obvious or that we did not bring to your attention

    Australian sellers are required to repair or replace a product that is defective or does not live up to expectations, amongst other things, but these consumer guarantees do not extend to replacing an item that was posted by them, which was subsequently lost by Australia Post.


    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.


    If you still have questions about our returns policy, feel free to email Sweet Charlotte Studio Customer Care at: hello@sweetcharlottestudio.com.au

     

    FAQS

    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.

     

    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.