Shipping & Returns
Shipping
Charmer ships to residential and business addresses throughout Australia and New Zealand. We are unable to deliver to PO Boxes.
Shipping charges and any applicable free-shipping offer will be displayed at checkout before payment.
Most Charmer orders are dispatched from an authorised partner warehouse in New Zealand. Some products may be dispatched from Australia. Where items are supplied from different locations, your order may arrive in separate parcels.
Please allow time for your order to be processed and stock to be confirmed before dispatch. Once your order has been dispatched, we will email you the available tracking information.
Delivery times are estimates and may vary depending on your location, stock availability, courier delays, public holidays and customs processing. Please contact us if your order appears delayed or you have not received a dispatch update.
For shipping assistance, contact customercare@charmerau.com and include your order number.
Change-of-mind returns
We want you to feel confident ordering from Charmer. Eligible items may be returned for a refund within 30 days of confirmed delivery.
To request a return, email customercare@charmerau.com with:
- your full name;
- order number;
- item or items being returned;
- reason for the return.
Please wait for return approval before sending any product. We will provide a return reference and the authorised return address. Returns sent without approval may be delayed.
For a change-of-mind return, products must be:
- unworn, unwashed and unused;
- unaltered;
- in their original condition;
- returned with all original tags attached.
Footwear and accessories must also include any original packaging supplied.
Customers are responsible for tracked return postage for change-of-mind returns. Charmer is not responsible for parcels lost before they are received, so please retain your tracking information.
Original shipping charges are not refundable for change-of-mind returns.
Exchanges
Because stock and sizing availability can change quickly, Charmer does not process direct exchanges.
To change a size or product, please return the original item for a refund and place a new order. Contact us before ordering again if you would like assistance checking availability.
Sale and final-sale products
Products purchased during a promotional offer or using a discount code remain eligible for our standard change-of-mind return policy unless they are clearly marked Final Sale.
Items clearly marked Final Sale cannot be returned for change of mind.
This does not exclude or limit any rights you may have where a product is faulty, incorrectly supplied or otherwise covered by applicable consumer law.
Altered and special-order products
Products altered at your request, made to special measurements or ordered specifically outside the standard stocked range cannot be returned for change of mind.
Your consumer-law rights continue to apply if an item is faulty, incorrectly supplied or does not match the agreed order.
Faulty, damaged or incorrect items
Please contact us promptly if your product arrives faulty, damaged, incorrectly supplied or materially different from its description.
Include your order number, a description of the issue and clear photographs where possible.
Where Charmer is responsible, we will provide an appropriate remedy in accordance with applicable consumer law and will arrange or reimburse reasonable return-postage costs where required.
Australian and New Zealand consumer laws may provide rights to a repair, replacement, refund or other remedy depending on the circumstances. These rights are separate from Charmer’s voluntary 30-day change-of-mind policy.
Refunds
Returns are inspected after receipt.
Once your return is approved, Charmer will issue the refund to the original payment method within five business days. Your bank or payment provider may take additional time to display the funds in your account.
Where only part of an order is returned, only the value of the approved returned items will be refunded.
Contact
For shipping, return or product assistance, email:
Include your order number so we can assist you promptly.