We're more than happy to accept your return! For more information, please view our Return Policy here
Once your return has been processed by our Returns Team at Charcoal HQ, your credit note will be sent directly to your email.
If you haven't received it, please check your junk or spam folder before getting in touch.
Once your refund has been processed, it can take 2-8 business days for the funds to come through.
All refunds are processed back onto the original payment method.
We aim to process your return within 1-3 business days of them being received. (During Sale Periods, please add an additional 2 business days).
If you used a Gift Card to pay for your order and opted for a refund, the amount is refunded back onto this Gift Card.
The return label may present an error if the original shipping address cannot be validated.
To fix this select 'Update Address' on the Return Status Page. If you aren't sure what needs to be fixed, check the following:
- Enter the Suburb instead of the City and ensure this matches the Post Code provided
- Check for any spelling mistakes
- Address Line 1 should only include the unit number, street number & street name
- Address Line 2 should include any applicable Parcel Locker, PO Box and Business Name
No luck? Reach out to our team here for assistance.
We want you to love your Charcoal pieces! If something isn't quite right, we offer returns within 30 days of receiving your order.
To be eligible for a return, items must be:
• Unworn, unwashed, and in original condition
• With all original tags attached
• Free from perfume, deodorant, or marks
Please note that Final Sale items are not eligible for return or exchange.
For full details on how to lodge a return, visit our Returns page.
At this stage, online purchases can only be returned via our online returns process - we're not able to process online order returns in our physical stores.
Similarly, items purchased in store cannot be returned through our online platform.
If you're unsure whether your item is eligible for return, please reach out to our Customer Care team and we'll be happy to help.
We aim to have all orders shipped the same business day if placed before 1pm AEST.
Any orders placed over the weekend or on a public holiday are shipped the following business day.
For international customers, your orders will be dispatched within 24 hours.
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, send us an email at info@charcoalclothing.com.au so we can help.
Once dispatched, you will receive a tracking number via email for your order. You’ll just need to add 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.
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.
We ship to over 150 countries worldwide!
For a full list of countries we deliver to, and to see shipping rates and estimated delivery times for your region, please visit our Shipping & Delivery page.
Please note that for international orders, duties and taxes may be charged upon entry into your country. We recommend checking with your local customs office for more information.
International delivery timeframes vary depending on your location and chosen shipping method. As a general guide:
• New Zealand: 3–7 business days
• USA & Canada: 7–14 business days
• UK & Europe: 7–14 business days
• Rest of World: 10–21 business days
Please note these are estimates only and may be affected by customs processing times in your country. Once your order is dispatched, you'll receive a tracking number so you can follow its journey.
For full shipping details, visit our Shipping & Delivery page.
You can find our size guide here
As we’re an Australian based boutique, all of our styles are in AUS sizing. View our size guide here to convert our AUS sizing to US sizing.
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 as soon as 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 our team know and we can check this for you.
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!
You can find our size guide here
We do restock many of our popular styles - though we can't always guarantee availability, as some pieces are limited edition.
The best way to stay in the loop is to hit the 'Notify Me' button on the sold-out product page. Pop in your email address and we'll send you a message as soon as it's back in stock.
You can also keep an eye on our 'Back in Stock' section and follow us on Instagram @charcoal_clothing for restock announcements.
To help preserve the quality and longevity of your Charcoal pieces, we recommend following the care instructions provided on the garment's care label. You can also find product-specific care details in the Fabric and Care tab on each product page.
As a general guide:
• Wash in cold water on a gentle cycle where possible
• Avoid tumble drying and instead lay flat or hang to dry
• Use a low heat setting when ironing, or steam delicate fabrics
• For tailored pieces, dry cleaning may be recommended - always refer to the care label for the most accurate guidance
If you have any questions about caring for a specific style, our team is always happy to help.
We're unable to alter or cancel orders once they've been placed and are being processed - our team works quickly to get your order on its way!
If you've just placed your order and need to make a change, please reach out to us as soon as possible at info@charcoalclothing.com.au and we'll do our best to help.
We're really sorry to hear that - that's definitely not the experience we want for you! Please get in touch with our Customer Care team at info@charcoalclothing.com.au with your order number and a photo of the item, and we'll get it sorted for you straight away.
Oh no, that's not ideal! Before reaching out, it's worth checking that the item isn't tucked in amongst the tissue paper or packaging - smaller pieces like accessories are sometimes nestled in there.
Still can't find it? Please contact our Customer Care team at info@charcoalclothing.com.au with your order number and we'll look into it for you right away.
If your order has already been shipped, we are unable to make any changes as it is now with our courier. You will need to contact the courier (found on your tracking email) and update your address with them.
However, if you have only just placed the order, please contact our Customer Care team and they will assist with the address change.
Our website displays your local currency to allow you to see the estimated converted rate only as a guide. Since our company and location is Australian, the currency for the transaction will always occur in Australian dollars. Your actual conversion rate charged will depend on your chosen payment method (credit card, Paypal, Afterpay etc), and this is determined by your own merchant without any control from us. Therefore, we can not change the currency your merchant service uses to charge for the order as they must convert your local currency to the currency that our website accepts (Australian Dollars).
We offer Afterpay, ZipPay, PayPal, Google Pay and Shop Pay.
Absolutely. Your privacy and security is really important to us.
Our website uses SSL encryption to protect your personal and payment information. We do not store your full payment details - all transactions are processed securely through our payment providers (Afterpay, Zip, PayPal, Google Pay, and Shop Pay).
For full details on how we collect, use, and protect your information, please see our Privacy Policy.
Got a discount code? Great news! Here's how to use it:
1. Add your items to your bag as usual
2. Proceed to checkout
3. Enter your code in the 'Discount code' field and tap Apply
4. Your discount will be applied to your order total before payment
Please note that discount codes cannot be combined with other offers unless stated. If you're having any trouble with your code, feel free to get in touch with our Customer Care team.
Spend $200 or more in a single transaction and you'll receive a complimentary gift with your order - our way of saying thank you!
Please note that the GWP offer:
• Applies to the order subtotal before shipping
• Cannot be exchanged for cash or store credit
• Is subject to availability
• May change from time to time - check our homepage banner for the current offer
For full terms, visit our Gift with Purchase page.
Yes, we do! Charcoal gift cards are available to purchase online and make a beautiful gift for the fashion lover in your life.
Gift cards are delivered via email and can be used at checkout by entering the unique code in the 'Gift card or discount code' field.
Please note that gift cards are non-refundable and cannot be exchanged for cash. If you paid for an order partially or fully with a gift card and request a refund, the amount will be refunded back to the original gift card.