Shipping Policy

Last updated: 22 September 2026

At Pretty Little Charm, we aim to make ordering and receiving your jewellery as simple and worry free as possible.

This policy explains our processing times, fulfilment locations, estimated delivery times, tracking, customs charges and the steps taken when a parcel is delayed, lost, returned or marked as delivered.

Order Processing Times

Orders are normally processed and dispatched within 1 to 3 business days.

Business days do not include weekends or public holidays.

During major promotions, new product launches, public holidays or unusually busy periods, processing may take slightly longer. If a significant delay affects your order, we will contact you using the email address provided at checkout.

If an item is found to be unavailable or damaged before dispatch, we will contact you as soon as reasonably possible to arrange an appropriate solution.

Fulfilment Locations

Orders being delivered within Australia and New Zealand are normally processed and dispatched from our Australian warehouse.

Orders being delivered outside Australia and New Zealand are normally processed and dispatched from our international warehouse.

International orders may be transferred to a local delivery company after arriving in the destination country.

The final delivery provider may include:

• Australia Post in Australia

• New Zealand Post in New Zealand

• USPS in the United States

• Evri or another local carrier in the United Kingdom

• Canada Post in Canada

The carrier used can vary depending on the destination, shipping service and availability.

All approved returns must be sent to the Australian return address provided by our support team. Our international warehouses do not accept customer returns.

Free Shipping

Orders containing 6 or more items qualify for free standard shipping.

Free shipping is based on the number of qualifying items in the order rather than the order’s total monetary value.

Available shipping methods and any paid express options will be displayed at checkout.

Shipping Charges

Shipping charges are calculated and displayed at checkout before payment is completed.

The amount shown at checkout is the shipping charge that applies to the order.

Shipping costs may vary depending on:

• The delivery country

• The number of products ordered

• The selected shipping method

• Whether the order qualifies for free shipping

• Available carrier services

Estimated Delivery Times

The following delivery estimates begin after the order has been dispatched.

Australia

Standard shipping: Approximately 3 to 5 business days

Express shipping: Approximately 1 to 2 business days

New Zealand

Standard shipping: Approximately 5 to 7 business days

Express shipping: Approximately 2 to 3 business days

United States

Standard shipping: Approximately 7 to 10 business days

United Kingdom

Standard shipping: Approximately 7 to 10 business days

Canada

Standard shipping: Approximately 7 to 10 business days

Rest of the World

Standard shipping: Approximately 2 to 4 weeks

These timeframes are estimates rather than guaranteed delivery dates.

Delivery may take longer because of:

• Carrier delays

• Customs processing

• Severe weather

• Public holidays

• Peak shopping periods

• Incorrect or incomplete addresses

• Failed delivery attempts

• Events outside our reasonable control

Processing time is separate from the estimated delivery time.

Tracking Information

Tracking is included with shipped orders.

Once tracking information becomes available, it will be sent to the email address provided at checkout.

Please check your junk or spam folder if you cannot locate the dispatch email.

Tracking may not update immediately after dispatch. International tracking can take additional time to activate while the parcel travels between countries or waits for its first scan from the destination carrier.

A tracking number may also change when a parcel enters the destination country and is transferred to a local delivery provider.

A temporary lack of tracking updates does not necessarily mean that the parcel has been lost.

Split Shipments

In some circumstances, products from the same order may be sent in separate parcels.

This may occur because of product availability, fulfilment location or operational requirements.

If an order is divided into separate parcels, additional tracking information may be provided for each shipment. You will not be charged extra shipping solely because we divide an order into multiple parcels.

Customs Duties Taxes and Import Charges

Customers receiving orders outside Australia are responsible for any customs duties, import taxes, handling charges or other fees imposed by their country.

These charges are not included in the product price or shipping charge unless checkout expressly states otherwise.

Pretty Little Charm does not control customs charges and cannot predict the amount that may be applied.

Customers are responsible for providing any information requested by their local customs authority or delivery company.

Customs processing may delay delivery. Delays caused by customs are outside our direct control.

Delayed Parcels

If your estimated delivery window has passed or tracking has not updated for an unusual period, please contact us at Support@prettylittlecharm.com.au.

Include your order number so we can review the tracking information and assist with an investigation.

International tracking can sometimes pause while a parcel:

• Travels between countries

• Waits for customs clearance

• Is transferred to the local carrier

• Waits for its first destination country scan

We may ask you to allow the carrier a reasonable investigation period before the parcel is classified as lost.

Parcels Confirmed Lost in Transit

A parcel is considered lost when the carrier confirms that it has been lost, or when the available tracking and investigation evidence reasonably establishes that it has been lost.

Once a parcel is confirmed lost in transit, you may choose:

• A replacement order at no additional cost, or

• A refund to the original payment method

If you choose a refund, the refund will include the amount paid for the lost products and any original shipping charge paid for that parcel.

Parcels Marked Delivered but Not Received

If tracking shows that your parcel has been delivered but you cannot locate it, please first check:

• Around the delivery address

• Any safe place used by the carrier

• With members of your household

• With neighbours

• With reception, building management or a mailroom

• For a delivery card, photograph or carrier message

Please contact us promptly if the parcel still cannot be found.

We will review the available tracking and delivery evidence and may open or assist with an investigation through the carrier.

A parcel marked as delivered is not automatically treated as lost. Each claim will be assessed using the tracking history, delivery confirmation, address information and any evidence supplied by the carrier or customer.

Where appropriate, we may provide one goodwill replacement after the investigation. For delivered parcel claims, the normal resolution will be a replacement rather than an automatic refund.

Address for a Replacement Parcel

If a parcel is marked as delivered but cannot be located, we strongly recommend sending any approved replacement to a different secure address.

This may be:

• A trusted family member’s address

• A workplace that accepts personal deliveries

• Another secure residential address

• A parcel collection location where available

Using a different secure address helps prevent the same delivery issue from occurring again.

If you choose to use the same delivery address despite our recommendation and the replacement is also confirmed as delivered, the second delivery issue will normally be considered outside our reasonable control.

Replacement Parcel Also Marked Delivered

If we send a free replacement and that replacement is also confirmed as delivered by the carrier, we will not normally provide another replacement or a refund.

This applies when:

• The replacement was sent to the different secure address agreed with the customer, or

• The customer chose to use the original address after being advised to use another secure address

This safeguard helps us prevent repeated claims involving parcels that the carrier has confirmed as delivered.

It does not exclude any remedy that must be provided under applicable law. We will consider the carrier evidence and individual circumstances before making a final decision.

If a replacement parcel is successfully received and the customer later requests a return or refund, the received products must be returned according to our Return and Refund Policy before an eligible refund can be issued.

Incorrect or Incomplete Delivery Addresses

Customers are responsible for entering a complete and accurate delivery address at checkout.

Requests to correct an address must be submitted within 12 hours after placing the order.

Please contact Support@prettylittlecharm.com.au as soon as possible if you notice an error.

Submitting an address change within 12 hours does not guarantee that it can be completed if processing or dispatch has already begun.

An address cannot be changed after the parcel has been dispatched.

If a parcel is delayed, delivered incorrectly, lost or returned because the customer supplied an incorrect or incomplete address, the customer is responsible for the cost of sending it again.

A free replacement or refund will not normally be provided when tracking confirms delivery to the address entered by the customer at checkout, unless required by law.

Unclaimed Refused or Returned Parcels

If a parcel is returned because it was:

• Not collected

• Refused by the recipient

• Sent to an incomplete or incorrect address

• Unable to be delivered after carrier attempts

The customer must pay the new shipping charge before the parcel can be sent again.

We will contact you using the email address provided with the order after the returned parcel has been received and identified.

Returned parcels will not be sent again until any required reshipping charge has been paid and the delivery address has been confirmed.

Order Changes and Cancellations

Requests to cancel an order, change a product or correct a delivery address must be submitted within 12 hours after the order is placed.

Tracking information may be received after a parcel has physically left the warehouse.

Orders cannot be changed or cancelled after dispatch.

If an order can no longer be cancelled, you may request a return after delivery under our Return and Refund Policy.

Preorders and Backorders

We do not routinely sell preorder or backorder products.

If we offer a preorder or backorder in the future, it will be clearly identified in the product name and product description. This information will also appear on the customer’s order confirmation or receipt.

The estimated dispatch period displayed for that product will apply instead of our usual processing timeframe.

Missing Incorrect or Damaged Items

If your parcel arrives with an item missing, an incorrect item or a damaged product, please contact us promptly.

Claims involving missing, incorrect, faulty or damaged products are handled according to our Return and Refund Policy.

Please retain the parcel, shipping label and packaging until your claim has been assessed, as photographs may be required.

Contact Us

For assistance with shipping, tracking or delivery, please contact:

Pretty Little Charm

Email: Support@prettylittlecharm.com.au

Postal address: PO Box 88, Macarthur Square NSW 2560, Australia

Support hours: Monday to Friday, 9 am to 6 pm AEDT

Please include your order number when contacting us about a delivery.