Refund policy

At Charlotte Wrenley Boutique, we aim to provide a transparent and straightforward shopping experience.

Please review this policy carefully before placing an order. By purchasing from our website, you agree to the terms outlined below.

Nothing in this policy is intended to exclude, restrict or modify any rights that cannot legally be excluded under applicable consumer law, including the Australian Consumer Law.

1. RETURN PERIOD

Eligible items may be returned within 30 days of delivery, subject to the conditions below.

Returning is not possible for items specifically marked as Final Sale, except where a return or other remedy is required under applicable consumer law.

2. CONDITIONS FOR RETURNS

An item is eligible for return if:

  • It is unused, unworn and undamaged
  • It is in its original condition
  • All original labels, tags and packaging are intact
  • The return request is submitted within the return period
  • The return is pre-authorised by our customer service team

Trying on items for fit, as you would in a retail store, is permitted.

If there are visible signs of wear, washing, stains, damage or alteration, a reduction in value may be applied where permitted by law.

3. ITEMS EXCLUDED FROM RETURNS

Change-of-mind returns are not accepted for:

  • Items with broken hygiene seals
  • Personalised or custom-made products
  • Items damaged through improper use
  • Underwear, shapewear and bras where the hygiene seal or protective packaging has been removed
  • Items specifically identified as Final Sale

These exclusions do not apply where a customer is entitled to a remedy under applicable consumer law.

4. RETURN SHIPPING & RESTOCKING FEE

All approved returns must be shipped to our designated central return facility or supplier warehouse in Asia, including China.

Customers are responsible for:

  • All return shipping costs
  • Selecting a shipping provider that supports international customs clearance
  • Paying any applicable customs duties, taxes or handling fees associated with a discretionary return
  • Ensuring all customs documentation is accurate
  • Using a tracked shipping service
  • Ensuring the parcel can be delivered without requiring payment or additional customs action from the recipient

Charlotte Wrenley Boutique is not responsible for return parcels that are delayed, rejected, refused or lost due to customs issues, incorrect documentation or unsuitable shipping methods.

RESTOCKING FEE

A 15% restocking fee applies to approved change-of-mind returns where permitted by law.

This fee covers inspection, processing and inventory handling.

The same 15% restocking fee may apply to:

  • Unopened packages returned as a change of mind
  • Parcels refused upon delivery
  • Parcels left unclaimed and automatically returned
  • Unauthorised change-of-mind returns

EXCEPTIONS

The restocking fee will not apply where doing so would conflict with your statutory rights, including where an item is faulty, damaged, incorrectly supplied or otherwise covered by applicable consumer guarantees.

5. RETURN ADDRESS

Returns must be sent only to the return address provided by our customer service team after approval.

Please do not return products to an address shown on the original parcel, shipping label or an address found independently online.

Returns sent to any address other than the approved return address may not be processed.

Because we work with international suppliers and fulfilment partners, the approved return address may be located in China or elsewhere in Asia.

6. HOW TO START A RETURN

To request a return, please email:

info@charlottewrenleyboutique.com

Please include:

  • Your order number
  • The item(s) you wish to return
  • The reason for the return
  • Clear photographs if the item is damaged, faulty or incorrect
  • Your full name
  • Your shipping address

Our customer service team will review your request and provide the appropriate return instructions and return address.

Please do not send your parcel before receiving approval.

7. SALE ITEMS & MULTIPLE SIZE PURCHASES

During promotional periods, clearance events and our Spring Sale, we aim to offer limited-stock items at reduced prices to as many customers as possible.

Purchasing the same product in multiple sizes with the intention of returning unwanted items may not be permitted for sale or limited-stock items.

This practice limits availability for other customers and goes against the purpose of limited-time promotional offers.

As many sale products may form part of final or non-restocked collections, change-of-mind returns may be declined where it is determined that multiple sizes were purchased solely for try-on purposes.

Customers are encouraged to review sizing information carefully before ordering. If you are unsure about sizing, our customer service team is happy to assist before purchase.

Items discounted by 50% or more may be treated as Final Sale and may not be eligible for a discretionary change-of-mind refund or exchange where permitted by law.

In certain circumstances, we may offer store credit at our discretion.

This section does not affect any statutory rights relating to faulty, damaged, misdescribed or incorrectly supplied products.

8. ORDER CANCELLATIONS

Orders may be cancelled within 4 hours of purchase, provided processing has not yet begun.

Due to fast fulfilment, once an order has entered processing, cancellation may no longer be possible.

Once an order has been dispatched, it cannot be cancelled.

After delivery, a return may be requested in accordance with this policy.

Nothing in this section limits any rights available under applicable consumer law.

9. REFUNDS

Once your authorised return has been received and inspected:

  • You will be notified of the outcome
  • Approved refunds will be issued to the original payment method
  • Please allow approximately 5–10 business days for your bank or payment provider to finalise the refund
  • Any applicable 15% restocking fee will be deducted from the refund
  • Original shipping costs and optional shipping upgrades are non-refundable for change-of-mind returns where permitted by law

Refund processing times may vary depending on your bank, card issuer or payment provider.

10. HOW DISCOUNTS WORK WHEN YOU RETURN ITEMS

If your order included a promotional discount, such as:

  • Bundle discounts
  • Buy-more-save-more promotions
  • Multi-buy offers
  • Quantity discounts

and you return part of the order, your refund may be adjusted.

Discounts are recalculated based on the items you keep, rather than the items originally ordered.

EXAMPLE

If returning one or more items means you no longer meet the conditions of the original promotion, the promotional discount may be removed or recalculated and your refund adjusted accordingly.

Refunds are based on the final qualifying order value after returns.

A 15% restocking fee may apply to change-of-mind returns, and return shipping costs remain the customer's responsibility.

11. STORE CREDIT

In certain cases, store credit may be offered at our discretion.

Once store credit has been accepted by the customer as the agreed resolution, it is generally non-refundable and cannot be converted to cash unless required by law.

Store credit may only be issued once per order unless otherwise agreed.

12. FAILED DELIVERY OR INCORRECT ADDRESS

It is the customer's responsibility to provide a complete and accurate delivery address during checkout.

If an order is returned because of:

  • An incomplete address
  • An incorrect address
  • Failure to collect the parcel
  • Refusal of delivery
  • Other delivery circumstances attributable to the customer

we may:

  • Arrange redelivery once the parcel has returned to our fulfilment partner and the correct address has been confirmed
  • Charge reasonable redelivery costs
  • Offer store credit, depending on the circumstances
  • Process a refund where applicable

If returned items are no longer in their original condition, a reduction in value may apply where permitted by law.

13. POLICY UPDATES

Charlotte Wrenley Boutique reserves the right to update or modify this policy from time to time.

Changes take effect upon publication on our website, subject to applicable law.

Any changes will not remove rights that a customer already has under applicable consumer legislation.

14. CONTACT INFORMATION

If you have any questions regarding returns, refunds or cancellations, our customer service team will be happy to assist.

Email: info@charlottewrenleyboutique.com
Phone: +61 480 803 168
Shop Name: Charlotte Wrenley Boutique
Company Name: ELXecom
Company Number (KVK): 42110365
Address: Bleekerseiland 5, 7941 BT Meppel, Drenthe, The Netherlands
Website: charlottewrenleyboutique.com