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
Company replied
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
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
Company replied
I bought a new set for myself, and I don't regret it. Each earring is beautiful, well made, and the customer service is fantastic. One of the clasps was broken, I posted it back the same day and I ha... See more
Company replied
The team at By Charlotte are so divine. Everyone is friendly, knowledgeable and absolutely so accommodating. I am sure I drove the wonderful Janine (piercer) nuts with my questions, but I can ass... See more
Company replied
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
3.6
Average
99 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 58% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Amazing quality jewellery with great customer service
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 highly recommend this company if you’re looking for a gorgeous piece of jewellery that will last a lifetime
November 28, 2025
Unprompted review
Reply from by charlotte
Hi Kate,
Thank you so much for your kind review. We’re thrilled to hear you love the quality of your pieces and that you’ve had a great experience with our customer service and shipping. Your support truly means so much to us.
I have bought a few pieces from By…Charlotte
I have bought a few pieces from By Charlotte and all are Devine pieces. Well made, the
Service and communications were 100/100, nothing was a problem!
Highly recommend!
December 1, 2025
Unprompted review
Reply from by charlotte
Hi Tracey,
Thank you for your lovely feedback. It's so important to us that we get product and service right. We're very happy that on this occasion we were 100/100 for you!
Until our next shopping date, have a fantastic day!
I provided some constructive feedback…
I provided some constructive feedback to the team at Charlotte few days ago. They investigated and actioned the feedback in very professional manner. This is what every customer will strive for in stores of Charlotte. I truly appreciate you responding to me in such a professional way April- Thank you🌸
December 3, 2025
Unprompted review
Reply from by charlotte
Hi Laxmi,
Thank you for your beautiful feedback. We don't always get things right, and when we fail in our service, product or experience, we will do what we can to resolve it.
We truly appreciate how open you were to offering constructive criticism and contributing to the overall growth of our service experience in-store.
Until our next shopping date, have a fantastic day!
I accidentally bought the wrong…
I accidentally bought the wrong necklace for my daughter and reached out immediately. They responded the next day by asking to immediately reply so that they could stop dispatch, which I did but they didn’t get back to me for 3 days in which case the necklace was already sent!!!! I emailed and they put the blame back on me (which I accept was my initial fault). After emailing them with my disappointment, they did not reply. Poor customer service. Very disappointed and now stuck with something we don’t want.
November 19, 2025
Unprompted review
Reply from by charlotte
Hi Dilek,
Thank you for taking the time to share your feedback. We’re very sorry to hear how disappointed you’ve felt during this experience, as we never want a purchase for someone special to feel anything less than joyful.
We’ve reviewed the timeline of your order to ensure everything was handled correctly. You reached out on Thursday evening; however, the original message did not include an order number or any order details.
Our warehouse processes orders very quickly, especially during peak season, and by the time the correct information was received the next business day, your order had already been dispatched.
Our fulfilment team does not operate on weekends either. We always aim to assist where we can, though, as noted on our website, we’re unable to amend or cancel orders once they’re in motion.
This helps us ensure fast and accurate delivery for all customers, particularly during our busiest periods. As soon as we confirmed the order details, our team provided the next best option.
This was to process a return in line with our policy. This remains available to you, and we would be more than happy to guide you through it or help you choose an alternative piece for your daughter.
You are absolutely not “stuck” with an item you don’t want, and we’re here to support you through whichever next step you’d prefer. Thank you again for your feedback; we truly appreciate it.
We will continue to refine our service wherever possible. Have a wonderful day!
Beautiful jewellery
Beautiful jewellery, gorgeous shop in Paddington and lovely staff.
November 21, 2025
Unprompted review
Reply from by charlotte
Hi Eva,
Thank you for your beautiful message about our Paddington team. We love that our staff could be of service to you, and that the jewellery we love, you also love!
Until our next shopping date, have a great day!
I love my by Charlotte gold jewellery…
I love my by Charlotte gold jewellery so much!! I have every possible type of jewellery from here, Lily is beyond AMAZING!!! Lily helped me so much when ordering from by Charlotte.
November 12, 2025
Unprompted review
Reply from by charlotte
Hi Topaz,
Thank you for your wonderful message about our team.
We love that our staff could be of service to you and that you found Lilly to be of great service. It's moments like these we treasure.
Until our next shopping date, have a great day!
Beautiful jewellery but poor in-store service
Beautiful jewellery and I have purchased many times over the years online.
However, the service at the Melbourne store today was appalling. We were in the store for around 30 mins without acknowledgement or greeting from either of the staff members as they were packaging a box/ serving 1 customer. When I approached we were dismissed for the customers that just walked in.
I will continue to be a customer online but will not be returning to the store.
November 11, 2025
Unprompted review
Reply from by charlotte
Hi Ali,
Thank you for taking the time to share your experience. It’s disheartening to hear this, as we always strive to ensure every interaction with our brand feels positive, kind, and welcoming.
Your feedback has been shared with our Retail Management team so we can investigate this further. We’ve also requested a little more information from you to help us understand what happened.
In the meantime, we’d love the opportunity to turn this around for you. Please reach out to our Online team with the items you were hoping to purchase or any questions you have as our team would be more than happy to assist.
Your continued love and loyalty mean so much to us. We’re truly sorry this experience didn’t meet expectations and appreciate you bringing it to our attention.
Wishing you all the best.
So very disappointed my daughter’s…
So very disappointed my daughter’s favourite ring hardly worn and stone fell out. Unable to wear of her formal or 18th birthday. They’re happy to repair and postage at my cost. Surely you can get more than 6months wear out of a ring.
October 8, 2025
Unprompted review
Reply from by charlotte
Hi Catherine,
Thank you for taking the time to share your experience. It’s disheartening to read this feedback, as we’re confident our support team approached your situation with fairness and care. They thoroughly reviewed your order, return request, and the full correspondence history before reaching their decision. Your history shows this was purchased in October 2022.
As this item has been in your care for 3 years, this damage is not classed as a manufacturing fault but rather consistent with damage caused through wear and tear. While we empathise with your unhappiness, it's the customer's responsibility to maintain and repair items when they have been in your care for several years.
Our team takes great care with every return request. We review each case thoroughly, with the aim of reaching the fairest outcome possible for everyone involved. We regret that you’re unhappy with this decision; however, we respect your choice to share your feedback and would be happy to welcome you back in the future should you decide to return.
Wishing you all the best.
Bycharlotte jewellery,
Bycharlotte jewellery,
Offered to clean my daughter’s necklace.
I am extremely happy with the level of service and the products are of high quality. Thank you for offering to clean my daughter’s necklace. Your quick and thorough service was flawless. Customer for life.
September 9, 2025
Unprompted review
Reply from by charlotte
Hi Naomi,
Thank you for your beautiful feedback about our service. We are so pleased to have been able to bring this back to life, and that it was a quick turnaround for you. Flawless service is what we aim for!
Until our next shopping date, have a great day!
I bought a gold vermeil necklace from…
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 said, I bought a bracelet a year ago, also good vermeil, and it faded even with less use than the necklace.
August 27, 2024
Unprompted review
Reply from by charlotte
Hi Elise,
Thank you for your thoughtful feedback.
We love that you adore our pieces and are saddened to hear that one of our products has begun to fade. If you'd like, you can contact our care team and we would love to review it and offer guidance or support.
Until our next shopping date, have a great day!
I ordered the the 18k Gold Vermeil Soul…
I ordered the the 18k Gold Vermeil Soul Searching Necklace - Ocean Green
Pros:
Nice website
Fast delivery (in Australia)
Detailing on the clips of the chain
Cons:
Cheap packaging
Higher price than market average (for this product)
Necklace quality is lacking.
Overall, I'm pretty underwhelmed. I highly doubt I buy from them again as I feel the value of the necklace isn't equal to the cost. For $260 I expected a little more amazement.
My advice for any consumers would to spend more money and get a better product. Sounds obvious but I feel increasing you're budget to around the $350 to $400 mark will result in a product that is of a much much highly quality.
Having said all this; it still is a visually beautiful necklace but the quality seems cheap. Not trying to bring anyone down just giving my opinion as a consumer.
August 6, 2025
Unprompted review
Reply from by charlotte
Hi Archie,
Thank you for taking the time to share your feedback. We really appreciate the balance and honesty in your review. We’re so pleased to hear you enjoyed the detailing on the chain and experienced a smooth delivery.
That said, we're genuinely sorry to hear that the overall quality and packaging didn’t meet your expectations. We completely understand that when you're investing in a piece like the Soul Searching Necklace, it should feel special in every way.
At by charlotte, our pieces are thoughtfully designed in Sydney using 18k gold vermeil and natural gemstones, with a focus on both meaning and beauty. We recognise that value is personal, and your comments around pricing and presentation have been taken on board.
We’re always looking at ways to improve, and feedback like yours helps us do that. If you’d like to discuss your experience further or share more detail with our team, we’d love to hear from you directly. You can always reach us at customercare@bycharlotte.com.au.
Thank you again for your considered review, and we’re sorry we missed the mark for you this time. Have a great day!
Absolutely gorgeous jewellery for such…
Absolutely gorgeous jewellery for such a great price, quick delivery to my friend in Christchurch and truly lovely customer service. Thank you Fiona!
May 23, 2025
Unprompted review
Reply from by charlotte
Hi Katherine,
Thank you for your gorgeous message about our team.
We love that our staff could be of service to you and that you quickly received your piece. We've also shared your feedback with Fiona directly.
Until our next shopping date, have a great day!
Amazing customer service!
So incredibly impressed with the customer service! Emailed the team regarding my situation; I placed an order for a wonderful birthstone lotus necklace as a gift for my friend celebrating a special occasion, and was worried it wouldn’t arrive in time for the event. Customer service got back to me within 24 hours and upgraded my order to express shipping 🥹 Outstanding service, super helpful and special thanks to Fiona for the support xx
May 9, 2025
Unprompted review
Reply from by charlotte
Hi Nic,
Thank you for your lovely message about our team.
We love that our staff could be of service to you and that every part of your experience was perfect. It's important to us that special celebrations are not missed, and that you receive your piece in time. We've also shared your feedback with Fiona directly.
Until our next shopping date, have a great day!
Such beautiful products and outstanding…
Such beautiful products and outstanding customer service - could not be happier
April 28, 2025
Unprompted review
Reply from by charlotte
Hi Carlie,
Thank you for your kind message about our team.
We love that our staff could be of service to you and that every part of your experience was perfect. Please feel free to contact us at any time should you need support or styling assistance.
Until our next shopping date, have a great day!
Customer service went above and beyond…
Customer service went above and beyond for my query regarding my ring! They were prompt, generous and more than helpful! I love my By Charlotte jewellery. I get so many compliments! I can’t wait to purchase again! Highly recommend!
April 1, 2025
Unprompted review
Reply from by charlotte
Hi Ayesha,
Thank you for your beautiful message about our team.
We love that our staff could be of service to you and that every part of your experience hit the mark. Please feel free to contact us at any time should you need support or styling assistance.
Until our next shopping date, have a great day!
The best customer service & jewellery…
The best customer service & jewellery quality! I lost an earring upon opening and was devastated as this was a big work gift for a project I'd done for two years, and by Charlotte provided the most beautiful gesture of replacing the whole set. I scoured the car for the earring and had no luck finding it, and this made my week and shows their dedication to the customer, the customer experience and their kindness! The heart lock 18K gold earrings are gorgeous and had to purchase before they sold out once again as a bestseller!
April 3, 2025
Unprompted review
Reply from by charlotte
Hi Alana,
Thank you for your kind message about our team.
We love that our staff could be of service to you and that every part of your experience was hitting the mark. As a female-run brand, we celebrate all wins and understand the importance of spoiling yourself.
Until our next shopping date, have a great day!
Terrific communication
Terrific communication. Beautiful jewelry. Speedy delivery
March 16, 2025
Unprompted review
Reply from by charlotte
Hi Karen,
Thank you for your gorgeous message about our team.
We love that our team could be of service to you and that every part of your experience was hitting the mark.
Until our next shopping date, have a perfect day!
Perfection
Absolutely love my recent purchase, beautiful bangle, fast delivery and exceptional service.
Thank you my daughter is thrilled with her 20th birthday present. Love your work 💕
February 1, 2025
Unprompted review
Reply from by charlotte
Hi Robyn,
Thank you for your beautiful message about our team.
We love that our team could be of service to you and that you were able to use our jewellery as a way to represent her special and significant birthday.
It's vital that we go above and beyond for our community and your comments remind us of why we do this in the first place.
Until our next shopping date, have a perfect day!
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.
March 11, 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.
March 5, 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!
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.