Refund policy

We have a 30-day return policy for all eligible items, which means you have 30 days after receiving your item to request a return.

Customers are responsible for return shipping unless the item is faulty, damaged, incorrect, not as described, or we are required by law to cover or reimburse return shipping.

To be eligible for a return, your item must be in the same condition that you received it: unworn, unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return or request cancellation of an unshipped order, you can request this from your customer account or contact us via email at support@charlieandfox.com.au. For returns, we’ll send through the address of the closest returns location to you. 

You can always contact us for any additional information at support@charlieandfox.com.au.

EU/EEA customers - right of withdrawal
Our 30-day return policy applies to eligible orders worldwide, including orders delivered to customers in the EU/EEA.

If you are located in the EU/EEA, you also have a statutory right to withdraw from most online purchases within 14 days of receiving your order, without giving a reason. Charlie & Fox extends the return request window for eligible items to 30 days from the date you receive your order. If you request a return or exercise your right of withdrawal within this 30-day period, we’ll provide return instructions and the address of the closest returns location to you.

You are responsible for return shipping costs unless the item is faulty, damaged, incorrect, not as described, or we are required by law to cover or reimburse return shipping.

Where required by law, we will refund the amount paid for the returned item and the standard outbound delivery cost paid at checkout. We do not refund additional costs for upgraded or express delivery options unless required by law.

Damages and issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, incorrect, or not as described, so that we can evaluate the issue and make it right for you.

Exceptions / non-returnable items
Some items are not eligible for returns, including custom products such as special orders or personalised items, gift cards, and hygiene-sensitive items that have been opened, used, or worn, where applicable.

Please contact us if you have questions or concerns about a specific item.

Exchanges
Need to exchange? No problem! Please request a return through your customer account or contact us at support@charlieandfox.com.au and we’ll help you with the next steps. Please note exchanges are subject to stock availability.

Refunds
We will notify you once we’ve received and inspected your return, and let you know when this has been processed. Refunds are returned to the original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.