Refund policy
RETURNS
We want you to adore your Charlotte Penman jewelry! But if for any reason you are unhappy with your purchase, we are happy to offer a refund, credit, or exchange, provided you send it back to us within 7 days of purchase.
We recommend you email us within 7 days informing of any discrepancies. Please include a photo of the item, and any information and images of your execrated item, and we will inform you of a solution.
To be eligible for a return, your item must be in its original and unused condition. It must also be in the original packaging. Damaged, soiled, or altered items will not be accepted and will be returned to the customer.
The item is your responsibility until it reaches us therefore we cannot accept responsibility for any items lost or stolen in transit. Any item returned after the stated time period will only be refunded at our discretion.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package.
You can always contact us for any return question at info@charlottepenman.com.
EXCHANGES
If you wish to exchange an item for another size or style please contact us within 10 working days on info@charlottepenman.com with the size or style you require.
We do not accept exchanges or returns on bespoke/made-to-order items, or pieces that have been resized or altered.
To be eligible for an exchange, your item must be in its original and unused condition. Damaged, soiled, or altered items will not be accepted.
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
All exchanges are based on stock availability, and any difference in price will be payable before the item is dispatched.
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
REFUNDS
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@charlottepenman.com.
Taxes, duties and other customs charged are non-refundable.
EXEMPTIONS
Unfortunately, we cannot accept returns on sale items or gift cards. Additionally, we can not offer returns for purchases made using Afterpay. Only an exchange for another item or store credit will be offered for Afterpay purchases.
Please get in touch if you have questions or concerns about your specific item.
Please send all returns to:
PO Box 32011
18 Clarence Street, Devonport,
Auckland, 0744
New Zealand
All taxes, duties and customs charges incurred on deliveries outside New Zealand will be your responsibility.
