Credit Notes, Gift Cards, Returns and Refunds from purchases online, can only be processed via our eCommerce platform (online purchases can not be returned in-store).
In-store purchases can be returned to any physical CHARCOAL store only.
TERMS + CONDITIONS
Items can be returned within 30 days of fulfilment for an online Credit Note, Refund, or AfterPay/Zip Pay cancellation.
WeofferRefunds to the original form of payment for returned orders
We offer either an Afterpay/ZipPay cancellations, Refund or credit note for returned orders
When returning for a Refund or Afterpay/ZipPay cancellation, we will deduct $6 for the use and cost of our returns facility if you are an Australian based customer.
We cannot accept returns from in-store purchases via online, and vice versa.
We do not accept returns or exchanges on items marked as 'FINAL SALE'. These are items with Final Sale displayed on the product image, not items marked down from discount codes or on flash sales.
Items must be received in original condition - unworn, unwashed, with all tags still attached. Items must be free from stains and scents e.g. makeup, fake tan, perfume. Please take care when trying on to not damage or stain the item/s as if your return does not meet the above criteria it will be sent back to you.
Shoes must be returned in their box and in unworn, original condition.
For hygiene reasons swimwear, bodysuits, cosmetics, earrings and undergarments cannot be exchanged or returned.
Please email email@example.com if you believe your product is damaged or faulty. We will treat this with the highest of priority.
Follow the prompts and fill out the next steps to successfully complete return.
Please include EXC- when returning an exchange order.
Once completed, you will be able to download and print your free* Returns Label if returning for a credit note, otherwise, a $6.00 fee will be charged to return for a refund.
If you do not have a printer or you are unable to print, not to worry! Simply download your Returns Label and show your barcode at any Post Office location which displays the symbol , from the list that will be shown below and they will print your label for you.
If you have any questions or concerns, please do not hesitate to contact our Customer Service Team!
HOW TO RETURN - INTERNATIONAL
The cost of all International Returns is the responsibility of the customer as our courier (DHL) cannot generate a Returns Label. However, if you go to your local Post Office, they will be able to assist you with processing and paying for the return.
Place the item/s you‘re returning into the parcel with your filled out Returns Formand seal it up securely!
Take the parcel to your local post office or courier service of your choice and send it to our address (see below).
Once your parcel has been delivered to our PO Box, it may take additional time to reach our Returns Depot. Upon arriving at our depot, your return should be processed within 2-3 business days.
CHARCOAL CLOTHING RETURNS PO BOX 397 Virginia, QLD, 4014
Depending on your payment method, funds can take up to 1-5 business days to come through.
We deduct $6.00 for the use of our returns label if you are an Australian based customer (unless your item has been deemed as faulty)
As soon as your refund has been processed, you will receive an email from us confirming the refund.
If you have any questions or queries regarding your refund, please send an email to firstname.lastname@example.org, and our CS Team will happily assist you.
PLEASE NOTE: YOUR EXCHANGE IS NOT RESERVED
Your exchange will not be sent until your return parcel has been processed back at our warehouse.
If the item becomes out of stock once your return has been processed, we will send you an email to let you know however, our Returns Department will issue you a refund/credit note by default unless stated otherwise.
Please Note: The dispatch of your parcel can take approx. 10 business days.
Our items are photographed and professional lighting is used, so item colour may vary slightly though we aim to keep it as accurate as possible. Please refer to the product description, close up shot and video to see true colour. Colour may also look slightly different based on your display screen.
Our accessories and jewellery are not plated unless stated otherwise. This means they may tarnish if exposed to water, perfume etc.
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 service to any person engaging in fraudulent behaviour or abuse of our return policies.