RETURNS

 

We offer a 14 day store credit and exchange policy. 

 

We want you to be 100% satisfied with your purchase. If you change your mind on any full price item purchased online, given the condition of the item is unworn, in original packaging and as new you can return it to us by requesting a return authorisation via our contact page with your purchase order number. One of our team will then supply you with the return information required to ship the item back to us at your expense (unless in the case of a fault).

If your item is deemed fit, one of our team members will be in touch with a store credit voucher for the value of your purchase.

 

Returns will only be deemed fit and accepted when:

 

• Items are in their original condition

• Items are in their original packaging including cleaning cloth and case. 

• Our returns form is included with your original order number

If you wish to EXCHANGE your purchase, please use the provided store credit voucher provided to re-order your new item or include a self addressed satchel with your return so we can send the alternative set back to you.  

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Please note we do NOT offer shipping and product refunds for change of mind purchases. You will not be reimburse for the cost of shipping if you wish to receive a credit/exchange in this context of return. This includes sales in which our Standard Australia Post shipping fee qualifies to be inclusive with your purchase, in which we reserve the right to subtract an $10 shipping fee from your return value for this service. 

 

We work hard to ensure all returns will be processed with 48HRS of receiving the goods. 

 

Orders require a signature upon delivery. If you are not present at the nominated address to accept delivery, an email, text message or calling card will be left in your letterbox indicating the post office from which you can collect your parcel (you will need to present photo ID and the tracking information to collect your parcel).

RETURNING GOODS PROCESS

 

When returning items to us, you are responsible for the cost of the return. It is also your responsibility to ensure the goods reach our premises and are sufficiently packaged to maintain the products integrity as we cannot be responsible until they reach us. We recommend using a tracked method of postage to ensure your return arrives in our hands safely which can be shared with our team to monitor.

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Please refer to the CHARLOTTE MERCY warranty card with your purchase or contact our team via the contact form for our returns address.

 

FAULTY ITEMS

 

We work hard to ensure all products are of a high standard and go through our own internal quality control processes from the time of manufacturing to the packing of your order. As a consumer there are certain guarantees that are made when goods are sold to you, one of which is that goods are of acceptable quality. A product is considered faulty or not of acceptable quality if it:

 

• Is not safe, lasting or without faults (taking into account what would reasonably be expected for the type of product, its unique handmade nature, your treatment and its cost);

• Does not do all the things you would reasonably expect it to or is not fit for purpose; or

• Does not match the description made by us, on packaging and labels, or via promotions or advertising.

 

If an item is not of acceptable quality you may be entitled to a repair, replacement or refund. For details on acceptable quality and faulty goods, please see here.

 

Our one year manufacturing fault warranty does not include cover of damage caused by general wear, abuse or mishandling. It is important to consider that no matter the build and material quality of a glass, there is no substitute for the right care practices. Avoiding contact with moisture and corrosive substances including salt water, storing in high temperature areas, use only the cleaning cloth provided and always keep the glasses enclosed in a case to avoid damages. 

 

Our fashion cases are designed to protect your glass from damages to the lens and finish of the quality hand polished materials. It is not designed to protect the integrity of the glass from impact. We recommend purchasing a hard sports case if you desire such protection. 

 

Insight of the above, if you believe there is a fault with an item you have received, please let us know as soon as you become aware of the fault by contacting us directly using our contact us page so that we can assist and assess the nature of your product. You must be able to:

 

• Provide the original online receipt (or a copy of) or some other form of proof of purchase as the original owner of the faulty item (where multiple items were purchased in the transaction that includes the faulty item and a credit card/bank statement does not clearly itemise the faulty product, this may not provide sufficient proof of purchase); 

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• Return the product to us (you are responsible for the cost of return postage until the item is assessed by our team in person and deemed faulty).

 

If you are an International customer please contact the customer service team prior to returning the product to us.

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Photographs alone will not be accepted as proof of fault. It is a requirement that the physical product be in our possession prior to the acceptance of your return request. 

 

Please note, where an item is deemed faulty, we will within reason credit the cost of returning the item to us. Please ensure you keep your postage receipt so that we can facilitate this refund for you.

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WARRANTY GUARENTEE

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Our goods come with a guarantee that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fails to be of acceptable quality and the failure does not amount to a major failure.