DO YOU OFFER REFUNDS?We do not offer refunds to the original form of payment unless the item is deemed faulty by our Returns Department. Instead, we offer credit notes or Afterpay/Zip Pay cancellation (fees may be incurred).
I JUST PLACED MY ORDER. CAN I ADD ANOTHER ITEM TO IT/CANCEL/CHANGE ITEM?
Unfortunately we cannot alter or cancel orders once they have been placed or processed! If you're having troubles with your order however, you can always email us and we're happy to try and help: firstname.lastname@example.org
THE ITEM I LOVE IS OUT OF STOCK! WHAT CAN I DO?
Uh oh! Not a worry, if you click onto the item you're after and enter your email under "Notify me when this product is available" we will contact you ASAP once it's back in stock. We’re constantly replenishing our most popular items, as well as adding new arrivals throughout the week! If you need an item by a certain date let us know the style name so we can check for you.
I’M UNSURE ABOUT A SIZE OR I HAVE A FIT QUESTION. HOW DO I FIND THIS INFORMATION?
We provide an Australian standard size chart as a guide for you to compare measurements to and see what size you best fall under. Here you’ll also be able to convert your International sizing to Australian sizes. Each product also includes a detailed description where we include as much info about the garment, as well as any fit/style suggestions that we have for the style!
You can find our size guide here: https://www.charcoalclothing.com.au/pages/size-guide
HOW DO I RETURN AN ITEM?
We're more than happy to accept your return! For more information, please view our Return Policy here: https://www.charcoalclothing.com.au/pages/returns
For Domestic Australian Returns: You can access a Return Label here: https://return.auspost.com.au/CHARCOAL_CLOTHING
WHEN WILL MY ORDER SHIP?
We aim to have all orders shipped the same business day if placed before 10am AEST. Any orders placed over the weekend or on a public holiday are shipped the following business day. For our international customers, your orders will be dispatched within 24 hours!
MY ITEM IS FAULTY/INCORRECT, WHAT DO I DO?
First of all we are so sorry! Not to worry though, just get in touch with us via email and our Customer Service team will be able to help get this sorted for you right away.
I’M MISSING AN ITEM FROM MY ORDER
Firstly make sure the item isn’t lost amongst the wrapping or stuck to the inside of the parcel. Smaller items such as accessories and cosmetics are usually wrapped up in bubble wrap or in amongst other items of clothing or shoe boxes within your parcel. If you don’t have any luck here don’t stress! Just get in touch with our Customer Service team via email.
I DIDN’T RECEIVE AN ORDER OR SHIPPING CONFIRMATION
Make sure you’ve scoped out your junk and spam folders in case the automatic notification has been sent there. Still no luck? Not to worry, just shoot us an email so we can help!
HOW CAN I TRACK MY ORDER?
Once despatched you will receive a tracking number via email for your order! You’ll just need to pop this number into the link provided to track the progress of the parcel to you. It can take a few hours, sometimes 24 hours to show any kind of an update which is common for eParcels. Any concerns about your tracking not updating after three business days, just let us know!
WILL I HAVE TO PAY CUSTOM FEES?
For parcels heading out of Australia, you may be charged duties and taxes upon entry into your country. Check with your local customs office to make sure!
HOW DO I ACCESS MY CREDIT NOTE?Your credit note will be emailed to you as soon as your return is successfully processed by our Returns Department back at Charcoal HQ.
Please check your junk/spam folder just in case it was sent there :)
All prices on our Website are in Australian Dollars (AUD) and include GST. Costs relating to international orders will be calculated via our integrated currency converter. The actual international currency conversion that you are charged via your bank may vary however!