Frequently Asked Questions

Payment Methods:

Q1: What payment methods are accepted? 

A: We offer a variety of secure and convenient payment options, including:

  • Visa
  • Mastercard
  • American Express
  • PayPal

Shipping Policy:

Q2: Where do we ship to?

A: Currently, we exclusively ship within Australia.

Q3: How long does it take for my order to be processed and shipped?

A: Orders are typically processed within 1-2 business days. To ensure same-day processing and shipment, please place your order by 2 pm AEST. Our business operations are from Monday through Friday, excluding public holidays.

Q4: What are the shipping options and delivery times?

A: We offer standard shipping, with an approximate delivery time of 5-7 business days following order processing. You will receive a tracking number via email once your order is dispatched.

Q5: Is there a cost for shipping?

A: No, we proudly offer free standard shipping on all orders without any minimum purchase requirements.

Q6: What if there are shipping delays or issues with my order?

A: Occasionally, unforeseen delays may occur due to factors beyond our control. If your order arrives damaged or goes missing during shipping, please contact us promptly, and we will investigate and strive for a satisfactory resolution.

Q7: What if my order is delayed?

A: Most orders arrive within 9 days (max 2 handling and max 7 transit). If 9 days have passed since you've ordered and your package isn't on your doorstep, please be patient and wait at least 3 more days before you contact us - sometimes delays happen (most notably because of weather related issues).
Return and Refund Policy:

Q7: What is the return period?

A: You can enjoy a hassle-free 30-day return window from the delivery date.

Q8: How long does it take to process a refund for a returned item?

A: Expect your refund within 7 business days after we receive and inspect your returned item.

Q9: Are there any restocking fees for returns?

A: No, we do not charge restocking fees for returns because we value your satisfaction.

Q10: How do I initiate a return for my order?

A: To start a return, please contact support@charlottemode.com with your order number, a description of the issue, and any necessary photographs. We'll provide you with easy-to-follow return instructions.

Q11: How will I receive my refund after initiating a return?

A: After inspecting the returned item, we will initiate your refund within 5-7 business days to your original payment method. The timeframe for the refund to reflect in your account depends on your payment method and bank processing times.

Contact

Address

CharlotteMode by EBIX AUSTRALIA PTY LTD

754 Pacific Hwy, Chatswood, 2067 NSW, Australia

ABN: 70 061 035 167