FAQ

What shipping provider do you use?
We use Australia Post within Australia. 
How do I return the item?
Login to your account, select the order you wish to return and submit your return request. You will be issued an RMA number.  Please note this number when returning your goods to:
 
CHARLOTTE AND ROSE
PO BOX 8063
ARMADALE VIC 3143
AUSTRALIA
 
Upon return, you will be issued with a refund or store credit per your request.   
Do you offer refunds for returns?
Yes, we refund or provide store credit for all items that are not damage.  
Payments
All payments for items purchased through the Charlotte and Rose online will be made through a secure payment gateway. A proof of purchase receipt for the transaction will be sent to you along with your purchase.
I’ve found something I adore. How can I pay?
We accept secure credit card payments, including Visa, Mastercard and American Express. Want to pay via PayPal? No need to create an account – just follow all of the prompts at the check out. Easy.  
Why was my payment declined?
This is generally for one of two reasons: - It’s a decision that your card holder makes due to your account balance, or; - Due to incorrect information. Make sure that your card number, expiry date and CVC number are correct.  
How secure is my payment method?
Incredibly safe. See that padlock icon that appears in the address bar at the top of your screen? That means you’ve entered a safe and secure zone. We use Shopify as our ecommerce platform,  which comes with SSL encryption technology to protect your details at checkout.  
What currency will I be charged in?
Australian residents will be charge in AUD. Your browser should pick up on your location and adjust the currency automatically on the website.  
Changing or cancelling orders
Should you wish to change your order after your payment has been processed, please contact us via info@charlotteandrose.com and we will try our best to accommodate your request.  There may be some instances where we are unable to modify your order. We are unable to cancel orders after items have been shipped.  
Faulty Garments
If you have received an item you believe to be faulty, please contact the Charlotte and Rose to discuss your options for a repair, replacement or refund, subject to the conditions of our Refunds & Exchanges policy.