Returns & Exchanges
We want you to love every Charcoal piece. If something isn't quite right, we're here to help.
A $9.95 return label fee is deducted from your refund. Prefer to use your own postage? Contact us first and we'll provide the return address.
Final Sale · 50% off or more · Swimwear · Bodysuits · Earrings · Cosmetics · Undergarments · Items without original tags
Full policy details
- Items must be returned within 30 days of dispatch.
- Unworn, unwashed, original condition with all tags attached.
- Shoes must be returned in their box.
- Final Sale items and items at 50%+ discount are not eligible.
- Shipping fees paid at time of purchase are non-refundable.
- Refunds on all eligible purchases.
- $9.95 handling fee deducted from refund for use of return label.
- Refunds processed to original payment method.
- Allow 2–8 business days for refund to appear in your account.
Standard Exchange
- Up to 2 free exchanges per order.
- Once we receive your return, your new item will be shipped via Standard Post.
- $10 bonus credit when shopping via exchange portal (non-refundable, same order).
Instant Exchange
- Item shipped immediately. Card required — if return not received within 14 days, full amount is charged.
- Free store credit returns within 30 days of dispatch.
- Gift Cards valid for 3 years from issue date, non-refundable.
We're so sorry if you've received a faulty or incorrect item. Please contact our Customer Care team at info@charcoalclothing.com.au with your order number and photos, and we'll resolve it as quickly as possible.
AfterPay: Refunds processed via AfterPay shortly after we process your return, creating an adjusted payment schedule or complete refund.
Zip: Refunds processed and communicated via Zip shortly after we receive your returned item/s.
PURCHASING FROM THE UNITED STATES
YOU'RE ON OUR AUSTRALIAN ONLINE STORE
Charcoal has a dedicated US online store at charcoalclothing.com with its own pricing, shipping rates, and returns process. If your order was placed there, please manage your return through the US online store portal.
Postage is at your expense. Please use a tracked service - Charcoal is not responsible for parcels lost in transit on the way back to us.
Exchanges/Instant Exchanges. If your size is out of stock, a refund or store credit will be issued instead.
Items purchased at our DFO store can only be returned at that same location - not at any other Charcoal boutique.
Final Sale · Swimwear · Bodysuits · Earrings · Undergarments · Online purchases
Still have a question?
Email info@charcoalclothing.com.au · Mon–Fri 7am–3pm AEST