ORDERS. SHIPPING. RETURNS.

FAQ

ORDERS

  • How long will it take to receive my order?

    All Charmora pieces are handmade in small batches. Please allow 3–7 business days for your order to be prepared and shipped.
    If an item has a specific production time, it will be listed on the product page.

  • Do you offer express production?

    If you need something urgently (a gift, last-minute event, etc.), please email us at hellocharmora@gmail.com and we’ll do our best to accommodate your request.

  • Can I change or cancel my order?

    We process orders quickly, but if you need to update or cancel your order, please contact us as soon as possible. If it hasn’t been packed yet, we’ll happily adjust it.

  • What payment methods do you accept?

    We accept all major payment methods available through Squarespace Checkout, including:
    Visa, Mastercard, Amex, PayPal, Apple Pay, Google Pay, Shop Pay, and AfterPay (AU only).

  • Do you offer gift cards?

    Yes! Digital gift cards are available in set amounts. You can find them here. They are valid for 3 years from purchase and can be used online.

SHIPPING

  • What are your shipping rates?

    Australia-wide: Flat rate $12

    FREE AU shipping for orders over $150

    International: Flat rate $25

    International customers are responsible for any taxes or duties charged in their country.

  • How long does shipping take?

    Once dispatched, estimated delivery times are:

    Express (AU): 1–3 business days

    Standard (AU): 3–7 business days

    International: 5–20 business days depending on location

    Delivery timeframes are guidelines only and may vary due to carrier delays.

  • Which courier do you use?

    We ship via Australia Post.

  • Where do you ship from?

    All orders are shipped from Sydney, Australia.

  • How can I track my order?

    You’ll receive a confirmation email with a tracking number once your order has been shipped.

RETURNS & EXCHANGES

  • What is your return policy?

    We want you to feel completely delighted with your Charmora pieces. We offer an exchange or credit note on all full-price items within 30 days from the original purchase date, provided the following conditions are met:

    - The item(s) were purchased through our online store

    - The item(s) have not been worn, altered, or damaged

    - The item(s) are in their original condition, including all packaging

    - The item(s) are returned in a protective postal bag to ensure safe transit

    To begin an exchange or request a credit note, please email us at hellocharmora@gmail.com with your order number and the item you’d like to return. We’ll guide you through the next steps.

  • What if my item arrives damaged or faulty?

    Everything is handmade and packed with care, but if something arrives damaged or faulty, please email us immediately with:

    Your order number

    A photo of the issue

    We’ll arrange a replacement or refund as soon as possible.

  • Can I exchange for a different variation?

    Yes—if the item is returned in new condition within 14 days.
    Customers are responsible for return shipping costs.

  • Do you accept returns on sale items?

    All sale items are final and cannot be returned or exchanged.

  • Do you refund shipping fees?

    Shipping costs are non-refundable, unless your item is faulty.

SHIPPING & TERMS & CONDITIONS

  • Order Processing Times

    Orders placed Monday–Friday before 11 AM AEST will begin processing the same day. Orders placed after 11 AM or on weekends/public holidays will begin processing the next business day.

  • Preorders & Made-to-Order Items

    If an item is marked as made-to-order or preorder, the estimated production time will be listed on the product page.

  • Incorrect Address

    Please double-check your shipping details. Charmora is not responsible for orders delivered to an incorrect address provided by the customer.

  • Customs & Duties

    All international shipments are sent DDU (Delivery Duty Unpaid). Import duties, taxes, and fees are the responsibility of the recipient.

  • Lost or Delayed Parcels

    Once handed to Australia Post, delivery timeframes are outside our control.
    If your parcel is delayed or lost, we’ll help where we can, but we are not liable for carrier-related delays.

  • Handmade Nature

    Every Charmora piece is made by hand using recycled beads and materials. This means slight variations between pieces may occur—this is part of the charm and uniqueness.