FAQ

Unfortunately we cannot alter or cancel orders once they have been placed or processed! If you're having troubles with your order however, you can always email us and we're happy to try and help: info@charcoalclothing.com.au

As we’re an Australian based boutique, all of our styles are in AUS sizing. View our size guide here to convert our AUS sizing to US sizing.

If your order has already been shipped, we are unable to make any changes as it is now with our courier. You will need to contact the courier (found on your tracking email) and update your address with them.

However, if you have only just placed the order, please contact our Customer Service team ASAP and they will assist with the address change.

We aim to have all orders shipped the same business day if placed before 10am AEST. 

Any orders placed over the weekend or on a public holiday are shipped the following business day. 

For international customers, your orders will be dispatched within 24 hours.

We're more than happy to accept your return! For more information, please view our Return Policy here

We're more than happy to accept your return! For more information, please view our Return Policy here

Your credit note will be emailed to you as soon as your return is successfully processed by our Returns Department back at Charcoal HQ.

Please check your junk/spam folder just in case it was sent there.

Once your refund has been processed, it can take 2-8 business days for the funds to come through. 

All refunds are processed back onto the original payment method, 

We aim to process your return within 1-3 business days of them being received. (During Sale Periods, please add an additional 2 business days).

At this stage we don’t currently accept in store returns. Credit Notes, Gift Cards, Returns and Refunds from purchases online, can only be processed via our eCommerce platform. Please see our returns policy here for more information.

If you utilise a Gift Card to pay for your order and opted for a refund, the amount is refunded back onto this Gift Card.

The return label may present an error if the original shipping address cannot be validated. 

To fix this select 'Update Address' on the Return Status Page. If you aren't sure what needs to be fixed, check the following: 

- Enter the Suburb instead of the City and ensure this matches the Post Code provided 

- Check for any spelling mistakes 

- Address Line 1 should only include the unit number, street number & street name 

- Address Line 2 should include any applicable Parcel Locker, PO Box and Business Name 

No luck? Reach out to our team here for assistance.

We aim to have all orders shipped the same business day if placed before 1pm AEST. 

Any orders placed over the weekend or on a public holiday are shipped the following business day. 

For international customers, your orders will be dispatched within 24 hours.

Make sure you’ve scoped out your junk and spam folders in case the automatic notification has been sent there. Still no luck? Not to worry, send us an email at info@charcoalclothing.com.au so we can help!

Once dispatched, you will receive a tracking number via email for your order. You’ll just need to add this number into the link provided to track the progress of the parcel to you. It can take a few hours, sometimes 24 hours to show any kind of an update which is common for eParcels. Any concerns about your tracking not updating after three business days, just let us know!

For parcels heading out of Australia, you may be charged duties and taxes upon entry into your country. Check with your local customs office to make sure!

You can find our size guide here

XXS - 4

XS - 6

S - 8

M - 10

L - 12

XL - 14

XXL - 16

As we’re an Australian based boutique, all of our styles are in AUS sizing. View our size guide here to convert our AUS sizing to US sizing.

Simply use the search tool to find what you’re looking for - you'll see it on the top-right side of our web page (the magnifying glass icon). Our search our brands section in our drop down navigation.

Not a worry, if you click onto the item you're after and enter your email under "Notify me when this product is available" we will contact you as soon as  it's back in stock. We’re constantly replenishing our most popular items, as well as adding new arrivals throughout the week! If you need an item by a certain date let us know the style name so we can check for you

We provide an Australian standard size chart as a guide for you to compare measurements to and see what size you best fall under. Here you’ll also be able to convert your International sizing to Australian sizes. Each product also includes a detailed description where we include as much info about the garment, as well as any fit/style suggestions that we have!

You can find our size guide here

Unfortunately we cannot alter or cancel orders once they have been placed or processed! If you're having troubles with your order however, you can always email us and we're happy to try and help: info@charcoalclothing.com.au

First of all we are so sorry! Not to worry though, just get in touch with us via email and our Customer Service team will be able to help get this sorted for you right away.

Firstly make sure the item isn’t lost amongst the wrapping or stuck to the inside of the parcel. Smaller items such as accessories and cosmetics are usually wrapped up in bubble wrap or in amongst other items of clothing or shoe boxes within your parcel. If you don’t have any luck here don’t stress! Just get in touch with our Customer Service team via email.

If your order has already been shipped, we are unable to make any changes as it is now with our courier. You will need to contact the courier (found on your tracking email) and update your address with them.

However, if you have only just placed the order, please contact our Customer Care team and they will assist with the address change.

Our website displays your local currency to allow you to see the estimated converted rate only as a guide. Since our company and location is Australian, the currency for the transaction will always occur in Australian dollars. Your actual conversion rate charged will depend on your chosen payment method (credit card, Paypal, Afterpay etc), and this is determined by your own merchant without any control from us. Therefore, we can not change the currency your merchant service uses to charge for the order as they must convert your local currency to the currency that our website accepts (Australian Dollars).

We offer Afterpay, ZipPay, PayPal, Google Pay and Shop Pay.