We would love to hear from you. Whether you have a question about a product, need help with an order that is on its way, want to start a return or simply have feedback to share, the Charlotte Sydney team is here to help.

Contact us

Email: support@charlotte-sydney.com
Monday to Friday: 09:00 – 17:00 (AEST)
Saturday and Sunday: 10:00 – 17:00 (AEST)

We aim to respond to every enquiry within 24 hours on business days. Messages that arrive outside our hours are answered on the next business day, in the order they were received. During busy periods such as sale events and the holiday season replies may take a little longer, but every message is answered.

To help us resolve your enquiry quickly, please include your order number and your full name, along with a clear description of what you need. If your enquiry relates to a damaged or faulty item, attaching a clear photo lets us act on it immediately without a second round of emails.

If you have not heard back after 24 business hours, please check your spam or promotions folder before sending a follow-up, as automated filters occasionally divert our replies.

Company details

Registered company: DONT SLEEP LLC
Trading as: Charlotte Sydney
A limited liability company registered in Wyoming, United States
Registered office: 30 N Gould St Ste R, Sheridan, WY 82801, United States
Email: support@charlotte-sydney.com
Website: https://charlotte-sydney.com

All prices on this store are shown and charged in US dollars (USD).

Returns

The address above is our registered office, not a returns address. We operate through more than one fulfilment location, so the correct return address depends on your order. Email us first and we will send you the right address together with return instructions. Full details are in our Refund Policy.

Common enquiries

• Where is my order? Tracking numbers are emailed once your order is dispatched, normally 1 to 2 business days after you order, and parcels are carried by Australia Post. See our Shipping Policy for processing and delivery times.
• I would like to return something. You have 30 days from the day your order is delivered, on the same terms throughout — no shorter window and no extra conditions after day 14. See our Refund Policy.
• My item arrived damaged. Email us with your order number and a clear photo and we will arrange a replacement or a full refund at no cost to you.
• How is my data handled? See our Privacy Policy, which explains your rights under the Privacy Act 1988 (Cth).
• What are the terms of sale? See our General Terms & Conditions.

Your consumer rights

If you are a consumer in Australia, your purchase is protected by the Australian Consumer Law (Schedule 2 to the Competition and Consumer Act 2010), and those guarantees cannot be excluded. Free guidance is available from the ACCC at accc.gov.au. We are always happy to discuss any concern with you directly first.