What forms of payment do you accept?
We process our payments through Wix's secure payment network with Paypal and also Stripe. These services allows anyone to pay in any way they prefer, including through credit cards, bank accounts, account balances, without sharing financial information with us. Our pricing is listed in AUD and we gladly accept Visa, MasterCard, American Express, or regular account payments all through PayPal. We do not capture or store any credit information through these providers.
CHARLOTTE MERCY has now partnered with Afterpay and Laybuy to allow customers to securely purchase items in four interest free payment instalments.
How secure is this payment?
CHARLOTTE MERCY will never receive or review your personal bank information. PayPal and WIX automatically encrypts your confidential information using the Secure Sockets Layer protocol (SSL) with an encryption key length of 128-bits (the highest level commercially available).
How much is shipping?
You will be allowed to view shipping cost, at checkout, before submitting your order. Our warehouses are based in Australia and US, all local orders over $200 are shipped for FREE via STANDARD SHIPPING method and dispatched within 24 business hours. We also offer PREMIUM and EXPEDITED services at an additional cost if you require your delivery more swiftly. If you place an order on a public holiday or weekend, your order will be prioritised to be dispatched the next business day.
We offer a $25 AUD International flat rate standard shipping method to all cities around the globe*. This service is fully trackable and the delivery time varies from destination (5-20 business days). If you wish to use a premium priority service we offer Express at $40 AUD (2-7* business days). This can be with DHL, UPS or another first class carrier depending on location.
Please contact our team if you have a special request of urgency or require an ETA.
Where is my order?
If you have any questions concerning an already placed order please contact us here with your order number found on your order confirmation email. You will have received a tracking number with your shipping confirmation, please check this first and remember to check your letterbox and emails for any postal notifications of failed delivery due to absent premises during delivery. All our orders require a signature on delivery.
Depending on the volume of orders during high promotional periods and also public holidays in Queensland and Melbourne your order may not be shipped until the following business day.
What if I receive my order and it is damaged?
We ensure our packaging is sufficient to avoid the likelihood of this occurring. However we do understand the nature of the postal industry and its high volume of cargo. Please preserve your postal packaging and all contents, take photographic evidence of any signs of poor caring practices during shipping (damaged satchel/box) so that we can provide this evidence to the carrier and contact us here so we can assist in resolving this matter.
How do I know if the frame will fit me?
All our eyewear's product listings will include a specification in the product details. For example 145.18.53
This is a standardised measuring format in the eyewear industry which consists of the temple length (arm), bridge width (nose piece) and lens diameter measurements in millimetres. We want to make it easy for you so these exact measurements of each frame can be found engraved on the inner temple. Due to the bold fashion nature of our designs, the glasses all have relatively generous inner diameter widths (face) and temple lengths (nose to ear) to allow the glass to be worn in a comfortable position or lower on the nose. If you have any particular questions our team will be happy to assist if you contact us.
What if I receive my order and the glasses don't suit me?
Due to the volume of orders we do not offer a direct exchange policy. However, don't sweat we do have a 14 day return policy for a store credit which can be viewed in detail here. You can then re-purchase another set with your credit code provided via email by our team once your glass has been assessed and your return is processed.
Do your glasses come with a case?
All of our glasses come with a quality case and care cloth to ensure they remain unscathed from your console or handbag clutter. This is included in the price of your purchase. Please note we only support cruelty free vegan leather materials. We highly recommend you used this to avoid damaging the silhouettes finishes and lens.
What is the build of your glasses?
Each model of frame is hand crafted and unique in design materials required to execute the finished product. We use both stainless steel and cellulose acetate which is a plant-based (non-petroleoum) plastic known for its use in high end fashion sunglasses due to its transparency, rich unique colours, strength and light balanced weight.
We individually source and hand pick our acetates for each silhouette to ensure that it is perfectly pared back with the right elements. Our glasses are then fitted with Nylon or CR-39 lenses, known for there superior vision and natural state scratch and abrasion durability.
Each glass goes through multiple steps before it is laser engraved and then hand painted, crafted and polished before being built with stainless steel hinges and teflon coated lock screws to ensure a superior build and longevity.