FAQ

Order Issues, Changes AND Cancellations

  • IS CHARLOTTEROSE STOCKED IN ANY RETAIL STORES?

No, not currently. Our products are available exclusively online.

  • I DIDN’T RECEIVE MY CONFIRMATION EMAIL

Please check all folders in your inbox including junk and spam folders. If you still can’t find your confirmation email, please submit a request with our customer support team.

  • MY ORDER STATUS IS ‘UNFULFILLED’, WHAT DOES THIS MEAN?

Don’t stress! This just means your order hasn’t yet been dispatched, but the payment was successful. When your order is dispatched, you’ll receive an email to confirm your order has been fulfilled, and then another providing you with a tracking number.

  • I’M HAVING TROUBLE WITH MY PAYMENT METHOD

CharlotteRose accepts payments from Visa, MasterCard and Afterpay. If you have any issues during checkout, contact us below.

  • THE COMPANY NAME DOES NOT APPEAR ON MY CONFIRMATION EMAIL

It’s most likely that the company name is listed on your order, but it might not show up on your confirmation email. As long as your shipping address details were entered correctly in our system, your package should arrive safe and sound.

  • THE PRODUCT I WANT IS ALL SOLD OUT. WHEN WILL IT BE AVAILABLE AGAIN, AND HOW DO I PURCHASE?

Dont stress, we only have a limited amount of stock for each release. Our products typically get re-stocked monthly. It will not be far away  

 

Payments

WHAT IF MY PAYMENT IS DECLINED?

If your payment is declined, it’s a decision made by your cardholder. It could be due to an incorrect card number, expiry date, account balance or —unfortunately — your spending habits. We encourage you to get in touch with your bank to find out what happened.

HOW CAN I PAY FOR MY ORDER?

We like to give you plenty of payment options, so we accept payments from Visa, Mastercard. You’ll see our name on your invoice and on your transaction history if you pay by credit or debit card. We take security very seriously so your details will be safe with us.

WHAT CURRENCY WILL I BE CHARGED IN?

All Australian customers will have prices displayed and charged in AUD.

AFTERPAY

Customers can relax now and pay later with payment by Afterpay. You get your CharlotteRose order right away and pay in four equal fortnightly instalments.

To choose Afterpay payment, head through to checkout and after entering your address, choose Afterpay when prompted whether you'd like to make payment using Credit Card or Afterpay.

First time Afterpay customers will be charged the first of four instalments at the time of purchase. If you've used Afterpay before, your first instalment will be charged 14 days from the date of purchase. The full payment schedule will be provided to you at the time of purchase.

You'll need an Australian debit/credit card, to be over the age of 18 and located in Australia.

CharlotteRose is not responsible for any overdue payments. All payments after checkout are handled directly by Afterpay. For more information, visit Afterpay's complete terms & conditions.

 

I’D LIKE TO CHANGE MY SHIPPING OPTION

We’re pretty fast at processing and packing your order. So unfortunately, no changes can be made after you’ve placed your order. This includes changes to the delivery option, delivery address, payment method or the products in the order.

However, there might be enough time to cancel your order and create a new one. If you wish to do so, please submit a request with our customer support team below ASAP, and we’ll cancel your order if it hasn’t been processed and packed yet.

I WOULD LIKE TO CHANGE THE SHIPPING ADDRESS FOR MY ORDER

If you’ve made a mistake in your shipping address, please submit a request with our team below and list the specific changes that need to be made.

We have a fast turnaround with our distributors, so it’s possible that your order will be posted before we can request the change in address. If it’s returned to us, we’ll send you out a new order.

I WOULD LIKE TO CHANGE THE EMAIL ADDRESS FOR MY ORDER

Please contact our team below ASAP and provide us with the preferred email address. We’ll resend the confirmation of purchase to your new email address, if it’s required.

I WOULD LIKE TO CHANGE A PRODUCT IN MY ORDER

Because we’re pretty quick at processing and packing your order, unfortunately no changes can be made after you’ve placed your order. This includes changes to the delivery option, delivery address, payment method or the products in the order.

However, there might be enough time to cancel your order and create a new one. If you wish to do so, please submit a request with our customer support team below ASAP, and we’ll cancel your order if it hasn’t been processed and packed yet.

 

I WOULD LIKE TO CANCEL MY ORDER

Because we’re pretty quick at processing and packing your order, unfortunately no changes can be made after you’ve placed your order. This includes changes to the delivery option, delivery address, payment method or the products in the order.

However, there might be enough time to cancel your order and create a new one. If you wish to do so, please submit a request with our customer support team below ASAP, and we’ll cancel your order if it hasn’t been processed and packed yet.

 

Shipping and Tracking

HOW LONG DOES SHIPPING TAKE?

Orders within Australia should arrive within 7 business days of the purchase date. The time it takes for these orders to arrive varies depending on your location, and how quick your local postal service is. If you’d like a more detailed indication of when you can expect your order, submit a request with our team below. You’ll receive a confirmation of shipping email. This will provide you with a link to your tracking information, within 5 business days of placing your order. For more information, visit our shipping information page here.

 

I HAVE NOT RECEIVED MY TRACKING INFORMATION

Orders can take up to 3 business days to be dispatched. Please allow 2-3 business days to receive your shipping confirmation and tracking information.

If you have any issues receiving your tracking information, please don’t hesitate to submit a request with our team below.

For any further information, head to our shipping information page here.

Care and Specifications

I’D LIKE TO KNOW HOW TO BEST TAKE CARE OF MY CHAIR

Your chair comes in Sahara Linen fabric for tips on how to best look after your new statement piece see our tips below.

Vacuum regularly with a soft upholstery attachment. Dirt combined with body moisture can produce a grime discolouration to the fabric. Vacuuming will also remove grit that can also wear away the fabric.

Use arm caps to help the fabric last longer.

Use a professional dry cleaning service at least once a year to keep the fabric looking good. Leave any removable covers on during cleaning to minimise shrinking.

Temporary pilling can happen with some fabrics. This isn’t considered a fault and can be removed using a de-pilling machine.

Don’t place the fabric in direct sunlight or near heaters as they can fade and damage the fabric. Use curtains and blinds to protect your furniture from direct sunlight through windows.

Don’t pull loose threads, cut them instead.

 

 

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