Last updated: August 6, 2026

Comfort footwear and relaxed clothing are difficult to judge from a photograph. If what arrives is not right for you, here is exactly what happens next — written out in full so there are no surprises after you have ordered.

The window

You have 30 days from the day your order is delivered to ask to send something back. The count starts on the carrier's delivery date, not on the day you ordered.

This 30-day window is something Charlotte Sydney offers for change-of-mind returns. It runs alongside — and never instead of — the guarantees you hold under Australian consumer law, which are explained further down and which no policy of ours can reduce.

Changed your mind straight away?

An order can be cancelled at no cost within 24 hours, provided it has not already been dispatched. Send us the order number with the word “cancel” in the subject line. After dispatch we cannot recall it, but the 30-day window opens the moment it arrives.

How to reach us about a return

There are two ways, and both go to the same team:

• email support@charlotte-sydney.com; or
• use the form on our contact page.

Send the order number, tell us what is coming back and why, and add a photograph if there is something wrong with the item. We reply with the correct return address and step-by-step instructions. Once you have posted it, pass us the tracking number.

Do please talk to us before posting anything. We dispatch from more than one location, so the right return address genuinely depends on your order, and a parcel that turns up without warning cannot be matched to a customer.

What condition items need to be in

Unworn and unused, in the state they reached you, with the original tags, accessories and components, in the original packaging, and with the order number or another proof of purchase.

Anything that comes back showing wear, incomplete, or damaged after it was delivered may be declined or refunded only in part. If that happens we tell you why and send photographs so you can see what we saw.

Who covers the postage

Where a return is accepted we send instructions on how and where to post the parcel. Return postage is the customer's responsibility. The exception is an item that arrives defective, damaged, or is not the item you ordered — then the cost is ours.

Please use a tracked service. An untracked parcel that goes astray on the way back cannot be traced by us or by the carrier.

Restocking fee

There is none. It is USD 0 on every return, without exception.

Three things that are always our problem, not yours

Your order did not arrive

Tracking frozen for several days, or a parcel marked delivered that is not with you? Tell us and we will open an investigation with the carrier. If it cannot be located, you choose a replacement or a full refund, and neither costs you anything.

Your order arrived damaged

Look the parcel over when it lands. If an item is damaged, send us the order number and a clear photograph of the item, plus one of the outer packaging if the box itself was crushed. Replacement or full refund, your choice, with the return postage on us.

Letting us know inside 48 hours genuinely helps, because carriers run tight windows for damage claims. It is not a deadline on your rights — a fault reported later is dealt with in exactly the same way.

We sent you the wrong item

Our error and our expense. We pay for the wrong item to come back and either send what you actually ordered or refund you in full.

Exchanges

We accept exchanges for a new item of the same kind. In practice, returning for a refund and ordering the size or colour you want separately is faster, because the new item leaves us immediately rather than waiting on a parcel in transit. Where goods are faulty, a replacement may be available as a remedy under the Australian Consumer Law.

Items outside the change-of-mind window

Some things cannot come back once they have left us: perishable goods, custom-made or personalised items, hygiene and cosmetic products with a broken seal, hazardous materials, flammable liquids, gases, and gift cards.

Where a product falls into one of those groups it is marked as non-returnable on its own product page and not only here. These exclusions apply to change-of-mind returns only — they take nothing away from your rights if goods are faulty, do not match their description, or are not of acceptable quality. Sale and promotional items are returnable on identical terms to full-price items.

Your refund, and the currency it comes back in

All prices on this store are shown and charged in US dollars (USD), and refunds are issued in USD. Where your card or account is held in another currency, the amount you get back can differ slightly from what you paid, because exchange rates move and banks charge their own foreign transaction fees. Those are your bank's charges and we neither set nor refund them.

Approved refunds are processed within 7 days, back to the payment method used for the order. We may hold the refund until the goods reach us or you have shown they were posted.

These amounts are not refunded: any original shipping you paid, the optional Priority & Insured Shipping upgrade at USD 5.95 — that service is performed at dispatch — and the return postage you paid on a change-of-mind return.

Once we have processed it, your bank adds its own delay. If 15 business days have passed since our confirmation and nothing has appeared, check with your bank first, then come back to us and we will follow it up.

Your guarantees under Australian law

If you are a consumer in Australia, the goods we supply carry guarantees under the Australian Consumer Law (Schedule 2 to the Competition and Consumer Act 2010) that cannot be excluded, restricted or modified by anything written on this page. Goods must be of acceptable quality — fit for their ordinary purpose, acceptable in appearance and finish, free from minor defects, safe and durable. They must match their description and any sample shown to you. And they must be reasonably fit for any particular purpose you told us about before buying.

Where goods fail one of those guarantees and the failure can be put right, you may require us to remedy it within a reasonable time. If we fail or refuse, you may have it remedied elsewhere and recover the reasonable cost from us, or reject the goods outright.

Where the failure is of a substantial character, or simply cannot be remedied, you may reject the goods and choose between a refund and a replacement of the same type and similar value — or keep them and claim compensation for the drop in value. In either case you may also claim for any other reasonably foreseeable loss caused by the failure.

The acceptable quality guarantee lasts for a period that is reasonable given the type of goods, their price and what was said about them. It is not capped by our 30-day window. A right to reject must be exercised within a reasonable time.

On top of the statutory position we offer a commercial 30-day warranty against manufacturing defects. It adds to your legal rights and removes none of them.

We also comply with the Australian Consumer Law, which prohibits misleading or deceptive conduct and false or misleading representations about goods, prices and delivery.

If you are not satisfied with our answer

Come to us first. If we cannot settle it between us, free guidance is available from the ACCC at accc.gov.au, your state or territory fair trading office handles Australian Consumer Law complaints, and the relevant civil and administrative tribunal (for example NCAT in New South Wales or VCAT in Victoria) is open to you.

Contact

Charlotte Sydney
DONT SLEEP LLC
Company address: 30 N Gould St Ste R, Sheridan, WY 82801, United States (This is not a returning address)
Returns address: sent to you by email once your return is approved
Email: support@charlotte-sydney.com
Customer service hours: Monday to Friday 09:00–17:00 (AEST) · Saturday and Sunday 10:00–17:00 (AEST)
We aim to reply within 24 hours.