Terms of service
These General Terms & Conditions govern the use of the website, products and services provided by Charlotte Wrenley Boutique, a trading name of ELXecom.
By accessing our website or placing an order, you acknowledge that you have read, understood and agreed to these General Terms & Conditions, together with our Returns & Refunds Policy, Shipping Policy and Privacy Policy.
Nothing in these Terms is intended to exclude, restrict or modify any consumer right or guarantee that cannot lawfully be excluded.
ARTICLE 1 – DEFINITIONS
For the purposes of these General Terms & Conditions:
Customer: the person purchasing products through our website.
Company / We / Us: ELXecom, trading as Charlotte Wrenley Boutique.
Website: charlottewrenleyboutique.com.
Order: a purchase submitted through our website and accepted by us.
Return period: the period during which an eligible change-of-mind return may be requested under our Returns & Refunds Policy.
Change-of-mind return: a discretionary return where the product is not faulty or incorrectly supplied, but the customer no longer wishes to keep it.
Final Sale: an item or promotion specifically identified as Final Sale where change-of-mind returns may be restricted, subject always to applicable consumer law.
Fulfilment partner: a third-party supplier, warehouse or logistics provider that assists us with processing, shipping or receiving products.
Business day: a weekday excluding applicable public holidays.
ARTICLE 2 – IDENTITY & CONTACT DETAILS
Shop Name: Charlotte Wrenley Boutique
Company Name: ELXecom
Company Number (KVK): 42110365
Address: Bleekerseiland 5, 7941 BT Meppel, Drenthe, The Netherlands
Website: charlottewrenleyboutique.com
Customer service email: info@charlottewrenleyboutique.com
Phone: +61 480 803 168
For questions regarding an order, return, delivery or product, please contact our customer service team using the details above.
ARTICLE 3 – APPLICABILITY
These General Terms & Conditions apply to the use of our website and to orders placed through Charlotte Wrenley Boutique.
By placing an order, you acknowledge that you have reviewed and accepted these Terms and the policies referred to within them.
Where a provision of these Terms conflicts with a mandatory right provided by applicable consumer law, the mandatory consumer right will prevail.
If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions will continue to apply to the extent permitted by law.
ARTICLE 4 – PRODUCT OFFERS & INFORMATION
We make reasonable efforts to ensure product descriptions, photographs, colours, sizing information, prices and other information on our website are accurate.
However, minor differences may occur due to:
- Screen and display settings
- Lighting
- Photography
- Manufacturing variations
- Manual measurements
- Product batches
Images are intended to represent products as accurately as reasonably possible but may not always reproduce the exact colour or appearance of an item.
Where sizing information is provided, customers are encouraged to review the relevant size chart before ordering.
If you are unsure about sizing, you may contact our customer service team before placing your order.
We reserve the right to correct typographical errors, pricing errors, product descriptions or other inaccuracies where legally permitted.
ARTICLE 5 – ORDERS & FORMATION OF THE AGREEMENT
An order is submitted when the customer completes checkout and payment.
Receipt of an automated order confirmation does not necessarily mean that an order has been finally accepted or dispatched.
Orders remain subject to:
- Successful payment
- Product availability
- Fraud and security checks
- Accurate delivery information
- Acceptance by Charlotte Wrenley Boutique
We reserve the right to refuse or cancel an order where reasonably necessary, including in cases of suspected fraud, unauthorised transactions, pricing errors or product unavailability.
If we cancel an order after payment has been received, any amount due to the customer will be refunded in accordance with applicable law.
ARTICLE 6 – PRICES & PAYMENT
Prices are displayed in the currency shown on the website at the time of purchase.
For our Australian storefront, prices are generally displayed in Australian Dollars (AUD) unless otherwise stated.
Payment must be successfully completed before an order can be processed.
Available payment methods may vary according to the customer's location, device or payment provider.
We reserve the right to correct genuine pricing errors where permitted by law.
ARTICLE 7 – ORDER CANCELLATIONS
If you wish to cancel an order, please contact us as soon as possible.
Because orders may enter processing shortly after purchase, cancellation cannot be guaranteed once fulfilment has begun.
Once an order has been dispatched, it cannot ordinarily be cancelled. After delivery, an eligible return may instead be requested in accordance with our Returns & Refunds Policy.
Nothing in this Article limits any cancellation or refund right required by applicable consumer law.
ARTICLE 8 – SHIPPING & INTERNATIONAL FULFILMENT
Charlotte Wrenley Boutique works with third-party logistics providers, fulfilment centres and suppliers located internationally, including in Asia and China.
As a result, some orders may be processed and shipped directly from an overseas fulfilment partner, including from China.
By ordering from our website, you acknowledge that your parcel may originate from an international fulfilment centre.
Tracking information will be provided when available.
Estimated delivery times shown on our website, at checkout or in our Shipping Policy are estimates rather than guaranteed delivery dates.
International delivery may occasionally be affected by factors including:
- Carrier delays
- Customs procedures
- Public holidays
- Weather
- High order volumes
- Local delivery disruptions
- Other circumstances outside our reasonable control
We will make reasonable efforts to assist where a shipment experiences an unusual delay.
ARTICLE 9 – DELIVERY ADDRESS
Customers are responsible for providing a complete and accurate delivery address at checkout.
This includes, where applicable:
- Full name
- Street name
- House or building number
- Apartment or unit number
- City or suburb
- State or region
- Postal code
- Country
Please review your delivery details carefully before submitting your order.
If you notice an error, contact us as soon as possible. We cannot guarantee that an address can be changed after an order has entered fulfilment.
If a carrier reports an address problem, we may attempt to contact you using the email address or telephone number provided with your order.
Where a parcel is returned because the customer supplied an incomplete or incorrect address, or failed to collect the parcel, reasonable redelivery or return-related costs may be payable by the customer where permitted by law.
ARTICLE 10 – RETURNS & RIGHT OF RETURN
Eligible change-of-mind returns may be requested within 30 days of delivery, subject to our Returns & Refunds Policy.
Unless otherwise stated, returned products must generally be:
- Unused
- Unworn
- Unwashed
- Undamaged
- In their original condition
- Returned with original tags and packaging where applicable
All returns require prior approval from our customer service team.
Customers should not send a return before receiving return instructions and the approved return address.
Change-of-mind conditions do not apply to statutory claims concerning faulty, damaged, misdescribed or incorrectly supplied products.
Australian consumer guarantees cannot be removed by a store return policy.
ARTICLE 11 – RETURN SHIPPING & RETURN LOCATION
Because Charlotte Wrenley Boutique works with international suppliers and logistics partners, approved returns may need to be sent to our designated return facility or supplier warehouse in Asia, including China.
The applicable return address will be provided after the return request has been reviewed and approved.
For approved change-of-mind, sizing or other discretionary returns, the customer is responsible for:
- Arranging the return shipment
- Paying return shipping costs
- Selecting a carrier suitable for international returns
- Completing customs documentation correctly
- Applicable customs, duties or handling fees relating to the return
- Providing tracking information when requested
Where international customs clearance is required, customers must use a shipping method that does not require the receiving warehouse to make an unexpected customs payment or take additional customs action upon delivery.
Returns sent to an address other than the approved return address may not be able to be processed.
Where a product is confirmed to have a problem covered by Australian Consumer Law, the customer's rights regarding reasonable return costs will apply. The ACCC states that when a business confirms a product has a problem, reasonable return costs already paid by the consumer must generally be reimbursed.
ARTICLE 12 – FINAL SALE, SALE ITEMS & CHANGE OF MIND
Charlotte Wrenley Boutique may periodically offer clearance events, promotional sales and a Spring Sale.
Products specifically marked as Final Sale may be excluded from our discretionary change-of-mind return program where permitted by law.
Purchasing multiple sizes of the same item solely to try them and return unwanted sizes may also be restricted under our discretionary change-of-mind policy.
However, sale, clearance and Final Sale status does not remove a customer's statutory consumer rights where a product is faulty, unsafe, incorrectly described or otherwise fails to meet a consumer guarantee.
Please refer to our Returns & Refunds Policy for the full conditions.
ARTICLE 13 – REFUNDS & STORE CREDIT
Approved refunds will generally be processed to the original payment method.
Processing times depend partly on the relevant bank, credit card issuer or payment provider.
Where permitted under our Returns & Refunds Policy, a change-of-mind return may be subject to applicable return costs or a disclosed restocking fee.
In certain circumstances, we may also offer store credit as an alternative resolution.
Store credit is only considered the final resolution where the customer agrees to accept it, subject to any rights that cannot legally be waived.
ARTICLE 14 – PROMOTIONAL & BUNDLE DISCOUNTS
Charlotte Wrenley Boutique may offer promotions such as:
- Bundle discounts
- Quantity discounts
- Buy-more-save-more offers
- Promotional discount codes
Where part of an order is returned under our discretionary change-of-mind policy, the promotional discount may be recalculated based on the items ultimately retained by the customer.
For example, if the remaining items no longer meet the qualifying conditions of a bundle promotion, the refund may be adjusted accordingly.
This does not affect remedies required under applicable consumer law.
ARTICLE 15 – PRODUCT QUALITY & CONSUMER GUARANTEES
We expect products supplied by Charlotte Wrenley Boutique to comply with applicable consumer guarantees.
For Australian customers, Australian Consumer Law provides automatic guarantees, including that goods must be of acceptable quality, reasonably fit for their intended purpose and match their description. These guarantees cannot be excluded by our Terms or policies.
If you believe an item is faulty, damaged, unsafe, incorrectly supplied or significantly different from its description, please contact us at:
info@charlottewrenleyboutique.com
Please include your order number, a description of the problem and photographs where appropriate.
ARTICLE 16 – CUSTOMS DUTIES & IMPORT CHARGES
International shipments may occasionally be subject to customs duties, taxes, import charges or other government fees depending on the destination and applicable regulations.
Where such charges lawfully apply to the recipient, they are generally the customer's responsibility unless otherwise stated at checkout or required by applicable law.
Customs charges associated solely with a discretionary international return are generally the responsibility of the customer.
Nothing in this Article removes any refund, reimbursement or other remedy to which the customer is legally entitled.
ARTICLE 17 – INTELLECTUAL PROPERTY
Unless otherwise stated, website content including our:
- Business name
- Logos
- Product descriptions
- Written content
- Graphics
- Website layout
- Photographs and other media
is owned by, licensed to or otherwise lawfully used by Charlotte Wrenley Boutique.
Such material may not be reproduced, distributed or used commercially without permission where legally required.
ARTICLE 18 – PRIVACY & PERSONAL INFORMATION
We respect the privacy of our customers.
Personal information submitted through our website will be handled in accordance with our Privacy Policy and applicable privacy requirements.
Information may be shared with service providers where reasonably necessary to process payments, fulfil orders, provide customer support or deliver products.
ARTICLE 19 – COMPLAINTS
If you have a complaint regarding your order, product or experience with Charlotte Wrenley Boutique, please contact us:
Email: info@charlottewrenleyboutique.com
Phone: +61 480 803 168
Please provide your order number and sufficient information for us to review the matter.
We will make reasonable efforts to investigate and resolve complaints fairly and promptly.
ARTICLE 20 – LIMITATION OF LIABILITY
To the maximum extent permitted by law, Charlotte Wrenley Boutique will not be responsible for indirect or consequential losses arising solely from circumstances outside our reasonable control.
Nothing in these Terms excludes, restricts or modifies any liability, consumer guarantee, right or remedy that cannot legally be excluded.
ARTICLE 21 – APPLICABLE LAW & CONSUMER RIGHTS
These Terms are intended to operate alongside all mandatory consumer protection laws that apply to the transaction.
For customers in Australia, the Australian Consumer Law applies where applicable, including its consumer guarantees.
The ACCC confirms that overseas businesses selling products directly to Australian consumers must comply with Australian Consumer Law.
Nothing in these Terms is intended to limit statutory rights available to customers under applicable legislation.
ARTICLE 22 – CHANGES TO THESE TERMS
Charlotte Wrenley Boutique may update these General Terms & Conditions from time to time.
Updated Terms will apply from the date they are published on our website, subject to applicable law.
Changes will not retrospectively remove rights that a customer already has in relation to an existing transaction.
ARTICLE 23 – CONTACT
For questions regarding these Terms, orders, shipping, returns or customer service, please contact:
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