Returns

At Charcoal Clothing we want you to love your new items, and even if you don't, we're here to help! 

To begin your returns process, please click HERE 

PLEASE NOTE:

Credit Notes, Gift Cards, Returns and Refunds from purchases online, can only be processed via our eCommerce platform (online purchases can not be returned in-store). 

In-store purchases can be returned to any physical CHARCOAL store only. 


RETURNS INFORMATION
  • Items can be returned within 30 days of fulfilment for an online Credit Note, Refund, or AfterPay/Zip Pay cancellation.
  • We offer Refunds to the original form of payment for returned orders
  • We offer either an Afterpay/ZipPay cancellations, Refund or credit note for returned orders 
  • When returning for a Refund or Afterpay/ZipPay cancellation, we will deduct $6 for the use and cost of our returns facility if you are an Australian based customer.
  • We cannot accept returns from in-store purchases via online, and vice versa.
  • We do not accept returns on Sale items. These are items in the Sale category, not items marked down from discount codes or on flash sales. 
  • Items must be received in original condition - unworn, unwashed, with all tags still attached. Items must be free from stains and scents e.g. makeup, fake tan, perfume. Please take care when trying on to not damage or stain the item/s as if your return does not meet the above criteria it will be sent back to you.
  • Shoes must be returned in their box and in unworn, original condition. 
  • For hygiene reasons cosmetics, earrings and undergarments cannot be returned.
  • All swimwear returns must have their hygiene seal intact.
  • Please email info@charcoalclothing.com.au if you believe your product is damaged or faulty. We will treat this with the highest of priority.

     

    HOW TO RETURN - DOMESTIC (AU)

    To begin your returns process, please click HERE

    All you need to do is:

    • Follow the prompts and fill out the next steps to successfully complete return.
    • Once completed, you will be able to download and print your free Returns Label.
    • If you do not have a printer or you are unable to print, not to worry!
      Simply download your Returns Label and show your barcode at any Post Office location which displays the symbol printer logo, from the list that will be shown below and they will print your label for you.

    If you have any questions or concerns, please do not hesitate to contact our Customer Service Team!

    HOW TO RETURN - INTERNATIONAL

    The cost of all International Returns is the responsibility of the customer as our courier (DHL) cannot generate a Returns Label. 
    However, if you go to your local Post Office, they will be able to assist you with processing and paying for the return. 

    WHEN RETURNING
    1. Place the item/s you‘re returning into the parcel with your filled out Returns Form and seal it up securely!
    2. Take the parcel to your local post office or courier service of your choice and send it to our address (see below). 
    3. Once your parcel has been delivered to our PO Box, it may take additional time to reach our Returns Depot. Upon arriving at our depot, your return should be processed within 1-2 business days.

       

      RETURNS ADDRESS

      CHARCOAL CLOTHING RETURNS
      PO BOX 397
      Virginia, QLD, 4014

       

      CREDIT NOTE (STORE CREDIT)

      • Credit notes can be used to make a future purchase and will be issued as a "Gift Card", they are valid for 3 years from date of issue.
      • Credit notes issued by our eCommerce department can only be used online, and not in store.
      • Your credit note will be emailed to you as a Gift Card once your return has been processed.
      • Credit notes/Gift Cards cannot be refunded.

      CANCELLATION OF AFTERPAY/ZIP PAY

      • We deduct $6.00 for the use of our returns label if you are an Australian based customer (unless your item has been deemed as faulty)
      • If you return your items before your first Afterpay payment is due you, these amounts will be removed from your Afterpay plan and you will not have to pay for them.
      • If the payments have already been made when you return the items, the amounts will be removed from your Afterpay payment plan and/or the initial payments refunded.
      • For more information on terms and conditions, visit Afterpay's website here 
      • For more information regarding Zip Pay, please click here: https://www.charcoalclothing.com.au/pages/about-zip 
          

      REFUND

      • Depending on your payment method, funds can take up to 1-5 business days to come through. 
      • We deduct $6.00 for the use of our returns label if you are an Australian based customer (unless your item has been deemed as faulty)
      • As soon as your refund has been processed, you will receive an email from us confirming the refund.
      • If you have any questions or queries regarding your refund, please send an email to info@charcoalclothing.com.au, and our CS Team will happily assist you. 

      EXCHANGE

      • When returning for an exchange, the order will be automatically processed however, will be held until your parcel has been received by our Returns Department back at our warehouse.
      • If the item becomes out of stock once your return has been processed, we will send you an email to let you know however, our Returns Department will issue you a credit note by default unless stated otherwise.
      • Please Note: The dispatch of your parcel can take approx. 10 business days.

      PRODUCT INFORMATION

      • 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 your display screen. 
      • Our accessories and jewellery are not plated unless stated otherwise. This means they may tarnish if exposed to water, perfume etc. 


      SERVICE

      We want everyone to be able to enjoy and use Charcoal Clothing Australia. To protect the experience of all our customers, Charcoal Clothing Australia reserves the right to refuse service to any person engaging in fraudulent behaviour or abuse of our return policies. 


      STILL HAVE A QUESTION?

      Send us an email at info@charcoalclothing.com.au and our friendly Customer Care team will help you out!