Returns & refunds

Our 14-day change-of-mind policy

Notify us within 14 calendar days after receiving your order if you wish to request a change-of-mind return. For an order delivered in several parcels, the period starts when the last item arrives.

How to return an item

Email contact@au.character-and-charm.com or use our return form, giving your name and order details. We will provide the return address and instructions. Do not send parcels to the registered business address without instructions.

Send the item back within 14 days after notifying us, with its accessories. Keep proof of dispatch. DIGITALE BUSINESS LLP covers return shipping costs; contact us before shipping.

Refunds

We refund approved returns to the original payment method after receiving the goods or evidence of dispatch. Your bank may take additional time to display the refund. A deduction may apply for loss in value caused by handling beyond what is needed to inspect the item.

Personalised items and consumer guarantees

Items made to your specifications or clearly personalised are excluded from change-of-mind returns. This exclusion does not apply where goods fail a consumer guarantee, including when they are faulty, damaged, incorrectly described or not fit for purpose. Remedies required by the Australian Consumer Law remain available.