• Items can be returned within 30 days of dispatch.
• Items must be received in original condition - unworn, unwashed, with all tags still attached.
• Shoes must be returned in their box and in unworn, original condition.
• For hygiene reasons swimwear, bodysuits, cosmetics, earrings and undergarments cannot be returned.
• All items labeled as Final Sale or purchased at a discount of 50% or more are not eligible for return or exchange.
• Shipping fees paid at the time of purchase are non-refundable.
• We are currently experience longer than usual processing times.
• Our items are photographed and professional lighting is used, so item colour may vary slightly though we aim to keep it as accurate as possible. Please refer to the product description, close up shot and video to see true colour. Colour may also look slightly different based on the display screen.

• We offer refunds on all eligible purchases.
• Refunds are processed back to the original payment method used to place the order.
• If a combination of gift card and alternate payment has been used then the gift card will be refunded first followed by the remaining payment method.
• Refunds may take 2-8 business days to reflect back into your account, once your return is processed.

EXCHANGES

• Free exchanges are offered on all eligible purchases.
• Receive up to 2 exchanges per order.
• Exchanges will be shipped with Standard Post.
• Exchange orders will be processed once received by our service provider.
• Item requests that are out of stock will be issued as a refund/store credit.
• Product exchanges allow the customer to shop via the website, make additional payment for items and receive a $10 bonus credit.
• The bonus credit is non-refundable, applicable only on the same exchange order.
• Discount codes cannot be applied within the return portal.

INSTANT EXCHANGES

• Instant Exchanges are offered on eligible purchases.
• Customers can enter their card details to opt for an Instant Exchange which will be shipped immediately.
• If the item/s from an Instant Exchange are not received within 14 days, the full amount is charged to the card.

• Store Credit returns are offered on orders received back to us within 30 days from the dispatch date.
• Gift Cards are valid for 3 years from the date of issue and cannot be extended.
• Gift Cards are non-refundable.

We sincerely apologise for any inconvenience caused by receiving a wrong or faulty item. Please contact our Customer Care team at info@charcoalclothing.com.au with your order number and images of the fault and we will work with you to resolve it as soon as possible.