Returns & Exchanges
Returns
Due to health and hygiene reasons, we do not accept exchanges for any of our hair care items that have been used or opened. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
For all electrical or hair styling equipment, if you believe the item isn't working as intended it's best to call our salon team 02 4225 1329. Our salon team may be able to help guide you about how to use the item correctly.
For all items you’re entitled to a refund, exchange or credit under the following circumstances;
1. The product is faulty.
2. The product is significantly different to how it has been described.
3. The product is not fit for the purpose you made known to us before we supplied it to you.
Our returns policy lasts 30 days. Please note that if 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
We may at times require you to send your purchase back to the manufacturer.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email or contact you to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
We DO NOT refund for change of mind purchases. However if you have accidently purchased the wrong item and it has not been opened and used then we will endeavour to exchange your purchase with another item.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, please contact us and send your item to: Charli & Kate, Shop 115, 200 Crown Street, Wollongong NSW 2500, Australia.
Final Sale Items
Items marked as 'Final Sale' are priced to clear, and are not eligible to be returned unless the product is not of acceptable quality, is not fit for purpose or is different from its description as required by Australian Consumer Law. We kindly ask you to consider this before committing to a purchase.
Please note, sale markdowns cannot be retrospectively applied to previous orders.
If you have any concerns in regards to an order or have received a faulty item, please email help@charliandkate.com.au with your order details and we will get back to you as soon as possible.
Change of Mind Return
Any return postage costs need to be covered by the customer. Once the parcel has been received, you will be offered the option of a full store credit or refund for the returned item if it meets the criteria stated above.
Click & Collect
We are happy to exchange or refund in store subject to meeting all the required conditions specified in these terms.
Our Click & Collect service is free. A minimum of 1 hour is required to fulfill the order from store after the order is placed online.
Shipping
To return your product please mail your product to: Charli & Kate, Shop 115, 200 Crown St, Wollongong NSW 2500, Australia.
You may be responsible for paying for your own shipping costs for exchanging your item if your request is accepted. Shipping costs are non-refundable. If you receive a refund due to a product fault or defect, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.