Return and Refund Policy

Last updated: 22 September 2026

At Pretty Little Charm, we want your online shopping experience to feel simple and worry free. This policy explains our 30 day money back guarantee, returns, refunds and our additional 3 month replacement promise.

Nothing in this policy excludes, restricts or modifies any rights or remedies that cannot legally be excluded, including your rights under the Australian Consumer Law.

30 Day Money Back Guarantee

We offer a genuine 30 day money back guarantee beginning on the date your order is delivered.

You may request a return if you change your mind, select an incorrect size or decide that an eligible item is not right for you.

To qualify for a change of mind return, the item must be unworn, unused and in its original condition. Any original tags and packaging must also be included.

Please contact us at Support@prettylittlecharm.com.au within 30 days of delivery before returning an item. We will provide the correct return instructions and the address of our Australian returns location.

Do not send returns to an international warehouse or another address, as they may not be received or processed.

Change of Mind Return Postage

For change of mind, incorrect sizing or another circumstance outside our control, the customer is responsible for the cost and risk of returning the item to our Australian returns location.

We strongly recommend using a tracked postal service. Pretty Little Charm cannot accept responsibility for a return parcel that is lost before reaching us.

Once the eligible return has been received and inspected, we will refund the amount paid for the returned item.

If you paid an original shipping charge when placing the order, that shipping charge will also be refunded. If your order qualified for free shipping, there will be no original shipping charge to refund.

Sale and Clearance Items

Sale and clearance items are final sale and cannot be returned or exchanged because of change of mind, incorrect sizing or personal preference.

This does not affect any rights you may have if a sale or clearance item is faulty, damaged, unsafe, incorrectly described or otherwise fails to meet a guarantee under applicable consumer law.

Earrings

Earrings cannot be returned or exchanged for change of mind after they have been worn due to hygiene requirements.

Unworn earrings may be returned within the 30 day money back guarantee period, provided they remain unused and in their original condition and packaging.

This hygiene exclusion does not affect your rights if the earrings are faulty or otherwise fail to meet a consumer guarantee.

Gift Cards

Gift cards are non-refundable and cannot be exchanged for cash, except where a refund is required by law.

If an eligible refund relates to an item purchased using a gift card, the applicable amount will normally be returned to the original gift card or original payment method.

Faulty or Damaged Items

If an item arrives faulty or damaged, or develops a fault, please contact us with your order number and clear photographs or video showing the problem.

You will not normally be required to send a faulty or damaged item back. Clear photographic or video evidence will generally be sufficient for us to assess the claim.

The remedy available will depend on the nature of the problem and your rights under applicable law. Where required, this may include a repair, replacement, refund or another appropriate remedy.

Your consumer rights may continue after any stated warranty or replacement period has ended.

3 Month Worry Free Replacement Promise

In addition to your legal rights, Pretty Little Charm provides a 3 month worry free replacement promise beginning on the date your order is delivered.

If your jewellery becomes faulty or is accidentally damaged during this period, we will provide a free replacement of the exact same charm, or the exact same bracelet and size.

Please contact us with your order number and clear photographs or video showing the item and the damage. You will not normally be required to send the damaged item back.

This additional promise provides a replacement rather than a refund after the 30 day money back guarantee has ended. However, it does not limit any right to a refund or another remedy that may apply under the Australian Consumer Law or another applicable law.

Replacements are subject to the exact item being available. If the item is temporarily unavailable, we will contact you regarding its expected restock date and any other remedy required by law.

Incorrect Items

If we send you an incorrect item, please contact us with your order number and a photograph of what you received.

You will not be required to return the incorrectly supplied item. You may keep it, and we will send the correct item to you at no additional cost.

Missing Items

If an item is missing from your parcel, please contact us promptly with your order number and photographs of:

• The parcel as it arrived

• The shipping label

• The packaging

• All items received inside the parcel

Once the claim has been verified, we will refund the amount paid and allocated to the missing item. We will not automatically send the missing item because it may have been intended for a time sensitive occasion or gift and may no longer be required.

Promotional and Buy One Get One Free Orders

When a discount or promotion applies across multiple items, the total discount will be allocated proportionately across all qualifying items when calculating a refund.

For example, if two charms normally cost $40 each and are purchased through a buy one get one free promotion, the total amount paid is $40. This amount is allocated equally as $20 to each charm.

If one of those charms qualifies for a refund, the refund would be $20 rather than its undiscounted display price of $40.

The maximum refund for any item is the amount paid and allocated to that item after discounts and promotions have been applied.

Order Cancellations and Changes

Requests to cancel an order, change an item, select a different size or correct a delivery address must be submitted within 12 hours after placing the order.

Please email Support@prettylittlecharm.com.au as soon as possible.

Submitting a request within 12 hours gives us the best opportunity to make the change, but it does not guarantee that the request can be completed if processing or dispatch has already begun.

In some cases, tracking information is received after a parcel has physically left the warehouse. An order cannot be cancelled or changed after it has been dispatched.

If an order can no longer be cancelled, you may request a return after delivery under our 30 day money back guarantee, subject to the eligibility and return postage requirements in this policy.

Refund Method and Processing Time

Approved refunds will be issued to the original payment method used when placing the order.

We will process an eligible return after it has been received and inspected. Where an item does not need to be returned, the refund will be processed after the claim and supporting evidence have been approved.

After we issue the refund, your bank or payment provider may take approximately 3 to 10 business days to display the funds in your account. This processing time is controlled by the payment provider and may vary.

International Consumer Rights

Customers outside Australia may have additional mandatory rights under the laws applying in their location.

Where statutory cancellation, withdrawal, refund or consumer protection rights apply, this policy does not restrict those rights.

Contact Us

To request a return, report a faulty or damaged item, or ask a question about a refund, 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