Returns and Exchanges

At Charcoal Clothing we want you to love your new items, and even if you don't, we're here to help!

  • Items can be returned within 30 days of dispatch.
  • Items must be received in original condition - unworn, unwashed, with all tags still attached.
  • Shoes must be returned in their box and in unworn, original condition.
  • For hygiene reasons swimwear, bodysuits, cosmetics, earrings and undergarments cannot be returned.
  • Items marked as 'Final Sale' are not eligible for return.
  • Australian based customers are issued with a trackable return label via email.
  • Shipping fees paid at the time of purchase are non-refundable.
  • We aim to process all returns within 1-2 business days of receiving the items. Please note, return processing may take 2-5 business days during peak sale events.
  • We cannot accept returns from in-store purchases via online and vice versa.
  • We offer refunds on all eligible purchases.
  • A $6 handling fee is deducted from the refund total for the use of our return label.
  • Refunds are processed back to the original payment method used to place the order.
  • If a combination of gift card and alternate payment has been used then the gift card will be refunded first followed by the remaining payment method.
  • Refunds may take 2-8 business days to reflect back into your account.
EXCHANGES
  • Free exchanges are offered on all eligible purchases.
  • Receive up to 2 exchanges per order.
  • Exchanges will be shipped with Standard Post.
  • Exchange orders will be processed once received by Charcoal Clothing.
  • Item requests that are out of stock will be issued as a refund/store credit.
  • Product exchanges allow the customer to shop via the website, make additional payment for items and receive a $10 bonus credit.
  • The bonus credit is non-refundable, applicable only on the same exchange order.
  • Discount codes cannot be applied within the return portal.
INSTANT EXCHANGES
  • Instant Exchanges are offered on eligible purchases.
  • Customers can enter their card details to opt for an Instant Exchange which will be shipped immediately.
  • If the item/s from an Instant Exchange are not received within 14 days, the full amount is charged to the card.
  • Free Store Credit returns are offered on orders received back to us within 30 days from the dispatch date.
  • Gift Cards are valid for 3 years from the date of issue and cannot be extended.
  • Gift Cards are non-refundable.

We sincerely apologise for any inconvenience caused by receiving a wrong or faulty item. Please contact our Customer Care team at info@charcoalclothing.com.au with your order number and images of the fault and we will work with you to resolve it as soon as possible.

Faulty items do not include those that have already been washed and/or worn by the customer. If damage occurs after the customer has used the product, we cannot accept a return due to fair wear and tear. 

Please note, loose threads are not considered to be a manufacturing fault. Loose threads occur naturally during the sewing process. The thread can be easily cut off without any damages to your garment.

AFTERPAY

Refunds will be processed and communicated to the customer via Afterpay shortly after Charcoal Clothing processes the returned item/s. The returned item/s will create an adjusted Afterpay payment schedule or a complete refund of payments to date (depending if all the original order's items are returned).

ZIP

Refunds will be process and communicated to the customer via Zip shortly after Charcoal Clothing processes the returned item/s.

REST OF WORLD

SUBMIT A RETURN HERE

As we ship from Australia, Rest of World orders do not qualify for free returns and the cost is at the customer's expense. We strongly recommend using a tracked postal service.

  • Items can be returned within 30 days of delivery.
  • Items must be received in original condition - unworn, unwashed, with all tags still attached.
  • Shoes must be returned in their box and in unworn, original condition.
  • For hygiene reasons swimwear, bodysuits, cosmetics, earrings and undergarments cannot be returned.
  • Items marked as 'Final Sale' are not eligible for return.
  • To prevent items from selling out, we do not offer exchanges on any international orders.
  • Shipping fees paid at the time of purchase are non-refundable.
  • We aim to process all returns within 1-2 business days of receiving the items. Please note, return processing may take 2-5 business days during peak sale events.

Return Address: CHARCOAL CLOTHING RETURNS - PO BOX 397, Virginia, QLD, 4014 Australia

REFUND

  • We offer refunds on all eligible purchases.
  • Refunds are processed back to the original payment method used to place the order.
  • If a combination of gift card and alternate payment has been used then the gift card will be refunded first followed by the remaining payment method.
  • Refunds may take 2-8 business days to reflect back into your account.

STORE CREDIT

  • Store Credit returns are offered on orders received back to us within 30 days from the delivery date.
  • Gift Cards are valid for 3 years from the date of issue and cannot be extended.
  • Gift Cards issued online can only be used online and not in-store.
  • Gift Cards are non-refundable.

We sincerely apologise for any inconvenience caused by receiving a wrong or faulty item. Please contact our Customer Care team at info@charcoalclothing.com.au with your order number and images of the fault and we will work with you to resolve it as soon as possible.

Faulty items do not include those that have already been washed and/or worn by the customer. If damage occurs after the customer has used the product, we cannot accept a return due to fair wear and tear. 

Please note, loose threads are not considered to be a manufacturing fault. Loose threads occur naturally during the sewing process. The thread can be easily cut off without any damages to your garment.

AFTERPAY

Refunds will be processed and communicated to the customer via Afterpay shortly after Charcoal Clothing processes the returned item/s. The returned item/s will create an adjusted Afterpay payment schedule or a complete refund of payments to date (depending if all the original order's items are returned).

ZIP

Refunds will be process and communicated to the customer via Zip shortly after Charcoal Clothing processes the returned item/s.

IN-STORE RETURNS

  • Must present original receipt upon return/proof of purchase statement.
  • Items must be returned within 30 days of purchase for an exchange, in-store credit or refund.
  • Items must be received in original condition - unworn, unwashed & with all tags attached.
  • Items purchased at our DFO store can only be returned at the same location.
  • Final Sale items cannot be returned.
  • For hygiene reasons swimwear, bodysuits, earrings and undergarments cannot be returned.
  • We cannot accept returns from online purchases.

You are entitled to your choice of a replacement, store credit, or refund if the item has a manufacturing fault.

Gift Cards issued in-store from February 2024 can be used in-store and online.

  • Gift Cards are valid for 3 years from the date of issue and cannot be extended.
  • Gift Cards are non-refundable.

SERVICE

We want everyone to be able to enjoy and use Charcoal Clothing Australia. To protect the experience of all our customers, Charcoal Clothing Australia reserves the right to refuse to any person engaging in fraudulent behaviour or abuse of our return policies.

STILL HAVE A QUESTION?

Send us an email at info@charcoalclothing.com.au and our friendly Customer Care team will help you out.