We understand the importance of your privacy and are committed to protecting your information. We promise not to share or disclose any of your information to third parties or sites beyond what is outlined in this policy.
If you choose to create an account or make a purchase with CHARLOTTE MERCY, you have the option of being added to our mailing list where we may update you on our latest collections, news, events and exclusive deals. To request your details be removed from our database, please contact us via info(AT)charlottemercy.co
Our database management and online store hosting is kept safe via SSL encrypted third party service websites. Our store is hosted via Wix's secure network utilising linked services with Stripe, Afterpay & PayPal. All of our emails via our contact form are secured via G-suite google hosting business services network. Our website has social integrations with Facebook and Instagram to share our feed and products with you which includes third party links as explained in detail below. If you choose to place an order with us our shipments are made with Shipbob (Including its global service partners), Australia Post (Including its global service partners) and DHL. By placing an order with us you accept the use of these integrated websites accessing your information for us to contact you and ship your order.
THIRD PARTY WEBSITES
TERMS & CONDITIONS
PRODUCTS & CONTENT
All CHARLOTTE MERCY content, products and prices depicted on this Website are subject to change at anytime with out notice. We make all reasonable efforts to accurately display the photos and descriptions of our products, including the applicable colors; however, the actual color you see will depend on your computer system and we cannot guarantee that your computer will accurately display such colors. It is your responsibility to ascertain and obey all applicable local, state, federal and international laws (including minimum age requirements) in regard to the possession, use and sale of any item purchased from this Website. By placing an order, you represent that the products ordered will be used only in a lawful manner.
The lens specifications and level of protection do vary per model listed on our website. Whilst our glasses lens technology provide different categories of UV protection for outdoor use they are designed to be worn purely for fashion purposes and we are not liable for the misuse of our product when used for any form of protection. Our glasses are not designed to be used during leisure, driving/road use, sporting activities or for safety protection purposes. By placing an order, you represent that the products ordered will be used for fashion purposes.
Our fashion cases are designed to protect your glass from damages to the lens and finish of the quality hand polished materials whilst stored. It is not designed to protect the integrity of the glass from impact. We recommend purchasing a hard case if you desire such protection.
When an order is placed, it will be shipped to an address designated by the purchaser as long as that shipping address is compliant with the shipping restrictions contained on this Web Site. All purchases from this Web Site are made pursuant to a shipment contract. As a result, risk of loss and title for items purchased from this Web Site pass to you upon delivery of the items to the carrier. You are responsible for filing any claims with carriers for damaged and/or lost shipments.
We attempt to ensure that information on this Website is complete, accurate and current. Despite our efforts, the information on this Website may occasionally be inaccurate, incomplete or out of date. For example, products included on the Website may be unavailable, may have different attributes than those listed, or may actually carry a different price than that stated on the site. In addition, we may make changes in information about price and availability without notice. We will correct any pricing errors on the Website as and when discovered
PLACING AN ORDER/ ACCEPTING AN ORDER
Please follow the instructions on the Website to place your orders. Your order constitutes an offer to us to buy the products and services. After receiving an order, we will send you an e-mail acknowledging that we have received your order (“Order Confirmation”). While it is our practice to confirm orders by email, the receipt of an email Order Confirmation does not constitute our acceptance of an order or our confirmation of an offer to sell a product or service. All orders are subject to acceptance by us, and we will confirm such acceptance to you by sending you an email confirming the shipment of your order (“Shipping Confirmation”). A contract with us will be formed only when you receive the Shipping Confirmation. The contract will relate only to those products and services whose shipment we have confirmed in the Shipping Confirmation. We will not be obliged to supply any other products or services which may have been part of your order in the same or a separate Order Confirmation. We reserve the right to cancel your order at any time before we have accepted it and we may rescind our acceptance and cancel your order where there has been an obvious error in price or where the products or services are no longer in our inventory. We also reserve the right, without prior notice, to limit the order quantity on any product or service and/or to refuse service to any customer. We may also require verification of information prior to the acceptance and/or shipment of any order.
If your order is requiring further verification by our team and security partners, you will be contacted by us to help verify your order. Once you verify your order, you may not need to go through this process again and your order will be shipped out as soon as verification is confirmed by a team member.
USE OF WEBSITE
The Website design and all text, graphics, information, content, and other material displayed on or that can be downloaded from this Website are either the property of, or used with permission by, CHARLOTTE MERCY and are protected by copyright, trademark and other laws and may not be used except as permitted in these Terms and Conditions or with the prior written permission of the owner of such material.
Should you wish to use any material on this site, please send us an enquiry via our contact form. You may not modify the information or materials located on this Website in any way or reproduce or publicly display, perform, or distribute or otherwise use any such materials for any public or commercial purpose. Any unauthorized use of any such information or materials may violate copyright laws, trademark laws, laws of privacy and publicity, and other laws and regulations. You are responsible for maintaining the confidentiality of your account information and password and for restricting access to such information and to your computer. You agree to accept responsibility for all activities that occur under your account or password.
We understand online shopping is all about being convenient and prompt so we ensure that we have best shipping practices in place. Please ensure you input the best email and contact number with your order so that you can remain updated with the status and delivery of your order.
Domestic AUS & US (Next Day Delivery*)
All our items over $100 are shipped for FREE via a registered method and are dispatched within 24 business hours. We do offer an EXPRESS service for $10 if you wish to receive your order as quickly as possible using Shipbob, UPS and Australia Post's next business day* metro area delivery.
If you place an order on a weekend, US or Australian public holiday, your order will be prioritised to be dispatched the next business day.
We offer a variety of international shipping options. At checkout your options will be calculated from our closest warehouse location to your shipping address. Please contact our team if you have a special request of urgency or require an ETA.
Please note, where an order is placed during a peak promotional period, there is a very small chance there may be a delay on the date of dispatch due to the high volume of orders received.
All orders are tracked by the delivery carrier. You will receive an email with a tracking reference/link once your parcel has been dispatched. It may require a signature upon delivery. If you are not present at the nominated address to accept delivery, a text message, email will be received or a 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).
Please be aware the nomination of a business as your delivery address opens signature authority to any person at that business address. This is due to the nature of deliveries to business addresses whereby receptions or mail rooms often sign for and accept parcels in bulk and on behalf of persons located at that address. If your order is shipped to and signed for, on your behalf, at a business address, we will not accept responsibility for any parcel that is lost or damaged. We strongly suggest nominating a home address should you place a high value order with us. This will ensure only residents of the address will have signature authority.
If your package is returned to us for any reason you will be responsible for paying for costs for the package to be sent again.
All purchases from this Web Site are made pursuant to a shipment contract. As a result, risk of loss and title for items purchased from this Web Site pass to you upon delivery of the items to the carrier. You are responsible for filing any claims with carriers for damaged and/or lost shipments.
CUSTOMS AND IMPORT DUTY
Purchases and items for delivery to countries outside of Australia may be subject to customs duties and taxes levied by the destination country. For any parcel shipped outside of Australia, you as the recipient will be liable for all import duties, customs and local sales taxes levied by the country you are shipping to. If you refuse your delivery, you are responsible for the original delivery charges, any applicable tax and duties charges, and the cost of returning the package. Please note that customs have the rights to inspect all parcels entering the border and inspections can lead to delays that we cannot be held accountable for. If you have any quires regarding this matter please contact us.
Please note new policies have been put in place for the UK since leaving the EU in 2020 which may require additional duties to be paid prior to shipment. Our freight team will contact you prior to shipping your order and reserve the right to collect these duties in full before dispatching your order.
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.
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 for free with your purchase, in which we reserve the right to subtract an $8 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.
All 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.
Please refer to the CHARLOTTE MERCY warranty card with your purchase or contact our team via the contact form for our returns address.
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 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 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);
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.
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 happily refund the cost of returning the item to us. Please ensure you keep your postage receipt so that we can facilitate this refund for you.
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.