I bought a gold vermeil necklace from here about 2 years ago and it is still going strong! It hasn’t tarnished or faded - quality is as it was. I now shower and swim in it and it’s still fine! That... See more
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
What a pleasant experience it was shopping at By Charlotte in Castle Towers! Firstly, the brand new store is stunning, so elegant and inviting. I love that there are no cash registers or desks for sta... See more
Company replied
Love the quality & attention to detail, have gotten a few items for myself & friends. I'm not the best at looking after my jewellery so I have had my necklace in the shower, beach, chlorine & it has... See more
Company replied
I’m really impressed with the quality of the by charlotte jewellery that I’ve purchased. It never tarnishes or loses its sparkle. The customer service is always helpful and shipping is super quick! I... See more
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Company details
Written by the company
We are an Australian brand based in Sydney. Founded in 2012 by former makeup artist Charlotte Blakeney, by charlotte was created to inspire and share the magic of love, peace, and joy through our meaningful jewellery. Known and loved for our iconic Lotus necklace, each collection is beautifully crafted with intention. Our signature pieces feature meaningful symbols, precious gemstones, and mindful mantras. Live in light and celebrate every moment and milestone with meaningful jewellery.
Contact info
43 William St, Paddington, 2021, Australia
- +61 2 8030 7095
- customercare@bycharlotte.com.au
- bycharlotte.com.au
3.7
Average
101 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 66% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Outstanding customer service
When customer service informed me that they sadly could not fix my ring they kindly offered a 110% refund on the ring as store credit for me to buy a replacement. This was so unexpected for me as the ring was out of the warranty period and I could not believe their generosity. Their customer service team knows exactly how to keep a returning customer and are examples for any other retailer.
11 March 2025
Unprompted review
Reply from by charlotte
Hi Gabriel,
Thank you for your thoughtful message about our team.
We love that on this occasion, we were able to provide you with a resolution, as you were just outside of our policy date. Where possible, we would like to make exceptions as we understand that different situations require a tailored response.
Until our next shopping date, have a perfect day!
First time ordering
I’ve ordered for the first time and received my beautiful necklace today. Looks even prettier and unique in person than in pics. Lovely quality. Beautifully packaged, fast postage and lovely customer service. Will definitely be ordering more pieces in the future.
5 March 2025
Unprompted review
Reply from by charlotte
Hi RM,
Thank you for your beautiful message about our team.
We love that this was your first impression of our brand and are excited that your necklace was everything you wanted. Quality is a priority for us here, as well as excellent service to our community.
Until our next shopping date, have a perfect day!
Excellent Service!
I ordered the wrong item by error and the efficient and helpful service I received in exchanging the item was excellent.
Very appreciative 🙏
27 February 2025
Unprompted review
Reply from by charlotte
Hi Liz,
Thank you for your touching message about our team.
We enjoyed interacting with you and are grateful we were able to resolve the error for you quickly. High levels of customer service are at the core of everything we do here.
Until our next shopping date, have a perfect day!
Product as is in photo, prompt response and delivery
The delivery was prompt, the product was as is in the photo. The second purchase I made, a question arose, the by Charlotte team was quick in resolving the question in regards to the order and everything was right with the purchase on delivery.
20 February 2025
Unprompted review
Reply from by charlotte
Hi Iva,
Thank you for your touching message about our team.
We enjoy speaking to our community and resolving any questions that come through. Prompt service and delivery are a priority for our brand, we are glad you received this purchase quickly.
Until our next shopping date, have a perfect day!
I couldn’t recommend them more
I have a few pieces from By Charlotte now, and I have been in love with the quality and style that they’ve provided.
Recently, in having a faulty product, the experience they provided in replacing the product was seamless and incredibly supportive. Its great to know a brand is as passionate about style and quality as By Charlotte is. I will definitely continue to invest in their pieces
20 February 2025
Unprompted review
Reply from by charlotte
Hi Natalie,
Thank you for your kind message about our team.
Customer service is a priority for our brand, ensuring that you're covered when a product doesn't work out or suit is vital for our team.
We are so happy to have had the opportunity to assist you and can't wait for our next shopping date.
Have an excellent day!
I accidentally double ordered an item…
I accidentally double ordered an item and so I emailed and rang and the accident was quickly fixed and the customer service was absolutely amazing and the lady was helpful.
I will be shopping with again in the future.
21 February 2025
Unprompted review
Reply from by charlotte
Hi Kylie,
Thank you for your wonderful message about our team.
Customer service is a priority for our brand so ensuring your experience is kind, helpful and positive is something we value.
You were so pleasant to interact with and we appreciate you being a part of our community. We can't wait for our next shopping date.
Have a fantastic day!
The purchase process was a breeze
The purchase process was a breeze, and the necklace is even more beautiful than I imagined.
20 February 2025
Unprompted review
Reply from by charlotte
Hello!
Thank you for your kind message about our team.
Customer service is a priority for our brand so ensuring your experience is kind, helpful and positive is something we value.
Looking forward to servicing you in the future and can't wait for our next shopping date.
Have a fantastic day!
Great customer service
Great customer service. Easy to get through and talk directly. Had issue with delivery address and it was resolved quickly. Very happy with gorgeous Lotus necklace , purchased 2 for gifs
4 February 2025
Unprompted review
Reply from by charlotte
Hi Sarah,
Thank you for your kind message about our team.
Customer service is a priority for our brand so ensuring your experience is kind, helpful and positive is something we value. Our team enjoys talking to our community and assisting where possible.
Looking forward to servicing you in the future and can't wait for our next shopping date.
Have a fantastic day!
Amazing service!
So happy with the service I received from By Charlotte. I received my jewellery item by courier to NZ but unfortunately the courier bag had been tampered with and I was delivered an empty bag 😢 while discussions were ongoing with the courier company, By Charlotte did not hesitate to send me a replacement item, even packaging it differently to how they normally would to avoid the issue happening again. They had every right to wait until the investigation with the courier company was complete but they didn’t want me to lose out so graciously sent the item, keeping me updated at all times. I cannot fault the service I received and am very grateful. Oh and the jewellery itself is beautiful too. So very happy 😊
14 February 2025
Unprompted review
Reply from by charlotte
Hello!
Thank you for your kind message about our team.
Customer service is a priority for our brand so ensuring your experience is kind, helpful and positive is something we value. We are glad that on this occasion, our team were able to replace this for you.
Looking forward to servicing you in the future and can't wait for our next shopping date.
Have a fantastic day!
I was very impressed with their responsiveness
I was very impressed with their responsiveness to my email inquiries. They took the time to assist me and helped me find the exact item I had been searching for. Excellent customer service!
14 February 2025
Unprompted review
Reply from by charlotte
Hi Tonie,
Thank you for your kind message about our team.
Customer service is a priority for our brand so ensuring your experience is kind, helpful and positive is something we value.
Looking forward to servicing you in the future and can't wait for our next shopping date.
Have a fantastic day!
Wonderfully helpful
Fiona was wonderful with the help she offered me - always a pleasure dealing with the team.
21 January 2025
Unprompted review
Reply from by charlotte
Hi Suzi,
Thank you for your kind message about our team.
Customer service is a priority for our brand so ensuring your experience is kind, helpful and positive is something we value. We will pass this along to Fiona as well.
Looking forward to servicing you in the future and can't wait for our next shopping date.
Have a fantastic day!
I have been purchasing by Charlotte…
I have been purchasing by Charlotte jewellery for a while. I love that it is an Australian business, their quality is great, and their commitment to the environment is taken seriously.
In my experience their customer service is exceptional.
31 January 2025
Unprompted review
Reply from by charlotte
Hi Adriana,
Thank you for your amazing review! We're thrilled to hear that you found our service and product quality unmatched.
We truly appreciate your support!
Good customer service!!!
They responded to my email in a timely manner in a kind way with the information I was asking. I will buy from them again
30 January 2025
Unprompted review
Reply from by charlotte
Hi Nicole,
Thank you for your fantastic review!
It's great to hear you had such a positive experience with our customer care team. We are committed to ensuring you always receive the best care and attention.
We look forward to our next interaction!
I spent $400 on a ring and two gems…
I spent $400 on a ring and two gems fell out within a month of having it. By charlotte replaced the ring however refused to give me a new warranty despite a replacement due to their faulty product. Additionally when I initially went in to get the ring replaced the staff were unhelpful and unwelcoming. I went in a few weeeks later and the new staff was very helpful and able to do what the previous people were not.
21 January 2025
Unprompted review
Reply from by charlotte
Hi Immy,
We sincerely apologise for the disappointing experience you had in-store and deeply value the feedback you have provided.
Please know that all replacement pieces hold a new six-month warranty period, we apologise that this was not clearly communicated to you. We're glad to hear that your second visit was more positive, and we will take your feedback into account to improve our in-store experience moving forward.
We'd love the opportunity to turn this around for you, please contact us at customercare@bycharlotte.com.au with your order number and details so that we can review your situation and assist further.
Outstanding customer service
I emailed regarding a bracelet of mine that snapped, it was out of warranty however I got a quote from a local jeweller to fix and they reimbursed me the cost. Sarah’s customer service was outstanding and made the whole issue so seamless! I will definitely order again
21 January 2025
Unprompted review
Reply from by charlotte
Hi Maia,
Thank you so much for your kind words and positive feedback! We're so pleased to hear that Sarah’s customer service made your experience seamless and that we were able to resolve the issue for you.
We look forward to assisting you again in the future and appreciate your continued trust in our brand!
Great customer service
I've emailed them about asking restoking items, and got reply in like 10hours, with a really good explanation, which is rare to expect nowadays! And their jewelleries are all stunning. Can't wait to shop with them more :)
13 January 2025
Unprompted review
Reply from by charlotte
Hi Mai,
Thank you so much for your kind words!
We're thrilled to hear that our response time and customer service exceeded your expectations. We always aim to provide clear and helpful communication. We're also so glad you love our jewellery!
We can't wait to have you shop with us again soon. If you ever need anything else, don't hesitate to reach out!
Great customer service
8 January 2025
Unprompted review
Reply from by charlotte
Hi Adam,
Thank you for your positive review!
We are so happy to hear that you had a positive experience with our customer service team. Your support of our brand is greatly appreciated and we look forward to having you shop with us in the future.
We hope you have a lovely week!
really great customer service and…
really great customer service and lovely products :)
8 January 2025
Unprompted review
Reply from by charlotte
Hi Pierre,
Thank you so much for your kind words!
We're thrilled to hear that you had a positive experience with our customer service team and love our pieces. Your support of our brand is greatly appreciated!
We look forward to serving you again soon.
Jewellery Discolouration
I love the jewellery style of By Charlotte but am very disappointed by the discolouration of their jewellery. I bought a ring and have never swam or showered with it - I just keep it on when I wash my hands and in only a year it went from gold to silver. I reached out to the customer service team and unfortunately it was out of warranty so I decided to proceed with a repair service for $30. I have had the ring back for a few months and it is back to silver! I have been really careful not to gym or shower or swim with it, but feel like the repair service was a waste of money. I don’t think I’ll be shopping with By Charlotte again.
1 January 2025
Unprompted review
Reply from by charlotte
Hi Antonia,
We apologise for your recent experience and as a brand, deeply value the feedback you have provided. Your satisfaction is incredibly important to us, and we regret any inconvenience this has caused!
Our 18k Gold Vermeil is a high-quality method of gold-plating, whereby Sterling Silver is coated with a thick layer of 18k Solid Gold. While it's a higher quality of plating, these items are still plated and may wear over time. We can see based on your conversation with our team, that after a year of wearing your ring every day, it was showing signs of the fading on the gold which can happen due to several factors.
When this jewellery comes into contact with water and sweat, chemical reactions can occur. The moisture, salts, and acids present in sweat and water can interact with the base metal beneath the gold plating, leading to either tarnishing or fading over time. We appreciate that you have followed our care instructions to ensure this piece has not been worn during exercise or swimming, however, if you are still wearing this piece when washing your hands you may experience the same issue.
After noting the wear we offered you a discounted replating service which was processed back in December of last year. The durability of the replating can depend on factors such as the thickness of the new layer, the quality of the plating process, and how often the item is worn. If you have a piece that you wear frequently, looking at our care tips (available on our website) can help prolong the life of this new plating.
We would love the opportunity to resolve this situation for you. Please reach out to us directly at customercare@bycharlotte.com.au if you'd like us to review this situation a second time we would be happy to see if anything else can be done. Thank you for your understanding, and we hope to make this right.
Amazing customer service
I've been a bycharlotte customer for a few years and have always loved my pieces. There was a time where I had an issue with one of the pieces and Fiona made sure it was resolved promptly. Recently, Sarah helped ensure that a really special locket included an extra image that holds so much meaning for me. So grateful to the team and the quality pieces I've continued to receive!
31 December 2024
Unprompted review
Reply from by charlotte
Hi Jessica,
Thank you so much for your review!
We're so happy to hear you had such a positive experience with our team! We are constantly committed to ensuring you always receive the best care and attention.
We will be sure to pass this feedback along to Fiona & Sarah!
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