customer care

Shipping

As soon as CHARLTON has received a receipt of your transaction we will process the order in the shortest time possible. During sale period, processing of orders and customer support may take longer than usual. We operate Monday to Friday with the exception of public holidays. We use Australia post & Star track couriers for all orders placed within Australia and DHL for all international orders. A tracking number along with shipping details will be emailed to your email address once your goods have left the Charlton Office. Free express shipping is offered on all orders over $350 AUD. 

Delivery

Australia: 1-2 working days
Rest of the World: 3-5 working days

Additional Shipping information

Delivery to countries outside Australia may be subject to local import taxes, which are your responsibility. If so, the shipping company may contact you once your Items are in customs to let you know the cost. In the event this takes place, your delivery time may be delayed as goods held at customs will be your responsibility to pay the necessary charges for local authorities to release. Delivery times are provided as guidelines only, and do not take into account possible delays caused by payment authorisation and/or stock availability.


Returns and Exchanges

All item/s are quality controlled and checked for any faults before they are dispatched to our customers. You may return your Charlton order for a refund or exchange within 10 days of purchase. Returned items must be unworn, unused, unwashed with all original tags attached. Sale items do not warrant refunds unless deemed faulty, returns that are damaged, show signs of wear or do not have their original Charlton tags attached may not be accepted. Please allow up to 5 business days for your return to be processed once it has been received. Once your return has been approved you will receive a confirmation email. In the case that your return does not meet our policy requirements you will be contacted by our customer care team directly.

Purchased item/s are exchangeable for a different size. Exchanges are only processed upon receipt of returned merchandise and are based on stock availability.
Exchanges are shipped to you free of charge. Should you be interested in a different style, please return your item/s to us at the below address and simply purchase the new piece separately at www.charltonstore.com

Charlton Store

PO BOX 874

Avalon Beach NSW 2107

Australia


Refunds

If you have requested refund has been approved, Charlton will refund the total amount paid at the time of purchase, shipping costs will not be refunded. Unforutnatley we are unable to offer refunds or returns on discounted items.  We recommend posting within 7 days of your return request and providing proof of postage to guarantee that we receive your parcel within 14 days. We regret that we cannot be held responsible for anything lost or damaged in transit. Refunds will be credited to the original credit card or PayPal account. Please note credit card refunds may take up to 10 business days for your bank to complete, depending on their processing time. this can vary between card issuers and unfortunately we are unable to influence this. Unless the item returned is deemed faulty, all shipping cost are the responsibility of the customer.

Faulty Items

We aim to provide our customers with products of the highest standard of quality. Goods are classified as faulty if they are received damaged, please note that items that are damaged as a result of ‘wear and tear’ or incorrect garment care are not considered to be faulty. If you have received an item that you believe to fit the above, please provide us with a brief description and a photo: Hello@charltonstore.com

Garment Care Instructions

Charlton’s careful selection of fabrics and manufacturing used across all garments require special care. Please take note of the care instructions found on the inside of your garment. If you are still unsure, please contact us: Hello@charltonstore.com

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