Shipping policy


Shipping & Returns Policy

Order processing
We are a small team of two, and aim to process all orders within 5 business days of purchase. 

Once your order has been shipped, you’ll receive a confirmation email with tracking details.

Domestic (Australia)

  • Standard Shipping: 5–10 business days
  • Express Shipping: 3–5 business days

Delivery timeframes begin once your order has been dispatched and are estimates only. Shipping times may vary depending on location, peak periods, and carrier delays.

Once a parcel has been dispatched and is in the care of the carrier, we are not responsible for delays, lost parcels, or parcels held by customs.

International

  • We offer international shipping to New Zealand. 

If you are interested in purchasing from a country outside of Australia and New Zealand, please email hello@charleyalan.com. 

 

 

Changing or Cancelling an Order

Unfortunately, we’re unable to make any changes or cancel an order once it has been processed by our team. We will do our best to assist you if there has been a mistake.

 

 

Returns Policy

We are a small, limited-run label and at this stage, we do not offer refunds for change-of-mind purchases. We accept returns for exchange or store credit at 100% of the purchase value within 14 days of receiving your order, subject to the conditions below. 

Exchange and store credit conditions:

  • Requests must be submitted via email within 14 days of delivery.
  • Once approved, items must be returned within 14 days of approval.
  • A valid order number must be provided as proof of purchase.
  • Items must be returned unworn, unwashed, unaltered, and in original condition, with all tags intact.

Items returned without appropriate care may be declined or subject to a restocking fee.

Please note:

  •  Full-price items purchased are eligible for exchange or store credit.
  • Sale or promotional items are eligible for store credit only.
  • Exchanges are limited to size or colour changes for Australian orders, subject to availability. If your size is unavailable, you’ll receive a store credit. 

 

How to Return

To initiate an exchange, please email hello@charleyalan.com with your order number, item(s), and reason. Once approved, you’ll receive instructions on how to send your item(s) back.

Return shipping costs are the responsibility of the customer.

Once your return is received, please allow up to 8 business days for processing. You’ll be notified via email once your return has been finalised.

We recommend using a trackable shipping service for returns, as we are not responsible for parcels lost in transit.

 

 

Final Sale Items

Items purchased during limited-time sales or promotional events are final sale and are not eligible for return or exchange.

 

 

FAULTY ITEMS:

If your item is faulty or incorrect, email us within 48 hours of delivery with images.

 

 

Need Help?

If you have any questions about shipping, returns, or your order, please contact us at hello@charleyalan.com and our team will be happy to assist.