Returns and Refund Policy

We want you to feel completely comfortable shopping with us, sister to sister. We know a photo is never quite the same as trying something on, so if a piece is not right for you, we are here to help.

What is the 30 Day Sutherland Sister Guarantee?

Every order comes with our 30 Day Sutherland Sister Guarantee. If something is not quite right, simply contact us within 30 days of receiving your order and we will help you sort it out.

How do I start a return?

Email us at info@charlottesage.com with your full name, your order number, the item you would like to return and the reason why. If your item is damaged, faulty or not what you ordered, please add a few clear photos. We will reply with your next steps, usually within one business day.

Please do not send anything back before you have heard from us. Every return needs to be approved by email first, and we will give you the correct return address at that point. Parcels sent without approval may not reach the right place, and we may not be able to refund them.

Where do I send my return?

Because many of our pieces are sent directly from our suppliers, your return may need to go back to one of them. This can be an address overseas, including in China. We will always tell you the exact address before you send anything, so there are no surprises.

Who pays for return postage?

For change of mind returns, including size changes or pieces you simply no longer want, the cost of return postage is paid by you. This also applies when the return address is overseas.

We recommend using a tracked service and sharing the tracking number with us. We can only complete your refund once your return has arrived, so a tracked parcel protects you if anything goes missing along the way.

What condition should my return be in?

To be accepted, your piece should be unworn, unwashed and in its original condition, with its tags and packaging where possible. Unfortunately we cannot accept items that show signs of wear, washing, perfume, makeup, stains or alterations.

Gift cards, items clearly marked as final sale and items returned without our approval cannot be returned for change of mind. This does not affect your rights if an item is faulty.

What if my piece arrives damaged or faulty?

If your order arrives damaged, faulty or is not what you ordered, we are truly sorry. Please email us as soon as you can with your order number, a short description and clear photos. In that case you will not pay for anything. We will make it right with a replacement or a full refund, whichever you prefer.

When will I receive my refund?

Once your return has arrived and been checked, we will let you know by email. Your refund is sent back to your original payment method. Please allow a few business days for your bank or card provider to show it in your account.

Can I swap for another size or colour?

Need a different size or colour? Email us and we will let you know what is possible. Depending on stock, we may be able to offer an exchange. Often the quickest way is to return your piece for a refund and place a new order.

Can I change or cancel my order?

If you would like to change or cancel your order, please email us as soon as possible. If your order has not been prepared yet, we will do our very best to help. Once it has been sent, we can no longer cancel it, but you can still return it under this policy.

What are my rights under Australian Consumer Law?

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. Nothing in this policy limits those rights.

Charlotte & Sage

Email: info@charlottesage.com

Website: charlottesage.com