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
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
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The customer service was amazing
The customer service was amazing! So nice and helpful.
September 11, 2024
Unprompted review
Reply from by charlotte
Hi Brenna,
Thank you for your kind words!
We’re delighted to hear that you had a positive experience with our customer service team. It’s our goal to make sure every customer feels well taken care of, and we’re glad we could assist you.
Have a wonderful day!
by charlotte customer service
The customer service experience at by charlotte is top tier! My enquiry was responded within 24hrs with so much kindness and absolute professionalism! I feel so comfortable emailing the team any of my questions!
September 5, 2024
Unprompted review
Reply from by charlotte
Hi Stephanie,
Thank you so much for your kind words!
We're delighted that your experience with our customer service team was top-notch and that your enquiry was handled with professionalism and care.
Making you feel comfortable reaching out is a top priority for us, and we’re always here to assist with any questions you may have. We look forward to supporting you in the future!
Have a fantastic day!
Great customer service
I recently made a purchase with By Charlotte. The piece was really lovely and Fiona from the customer service team was extremely helpful with my requests.
August 23, 2024
Unprompted review
Reply from by charlotte
Hi Jyhanna,
Thank you for sharing your experience!
We’re so glad to hear that you love your new piece and that our customer service team could assist you with your requests. We always aim to provide excellent customer service and ensure our customers feel supported every step of the way.
We look forward to helping you again in the future.
Have a lovely day!
Best brand ever…
I’ve been a long time By Charlotte customer because their stuff is beyond gorgeous and lasts forever. The customer service experience is flawlessly. Highly recommend this brand!!
September 3, 2024
Unprompted review
Reply from by charlotte
Hi Jacqui,
Thank you so much for being such a loyal by charlotte customer!
We are beyond thrilled to hear that you love our pieces and have had a flawless customer service experience.
Your recommendation means the world to us, and we look forward to helping you continue to build your collection for many more years to come.
Have a beautiful day!
Very helpful and kind customer service…
Very helpful and kind customer service team, the jewellery is stunning and comes nicely packaged. 10/10 would purchase again and recommend to anyone!
August 30, 2024
Unprompted review
Reply from by charlotte
Hi Lani,
Thank you for your lovely review!
We’re so happy to hear that you had a positive experience with our customer service team and that you love your by charlotte jewellery. It’s our goal to provide beautiful pieces in packaging that adds a special touch.
We truly appreciate your recommendation and can’t wait to welcome you back for your next purchase!
Highly recommend for simple, elegant and timeless pieces
Would highly recommend By Charlotte! Not only is the jewellery absolutely stunning, elegant and timeless, but their customer service is exceptional! We had an order delivered to us where the packaging was damaged by Australia Post and the wonderful team sent out a new packaging free of charge and very quickly - thank you Sarah for being so understanding. Definitely use By Charlotte if you are looking for simple and elegant pieces of jewellery!
August 28, 2024
Unprompted review
Reply from by charlotte
Hi Ella,
Thank you for sharing your wonderful experience with us!
We’re dedicated to providing exceptional customer service, and we’re thrilled to hear that we met your expectations. It’s also fantastic to know that you’re enjoying your by charlotte pieces!
Wishing you a beautiful day ahead!
Repair of necklace pendant and sent…
Repair of necklace pendant and sent back to my home- fee waived which was fair and reasonable. Thank you
August 24, 2024
Unprompted review
Reply from by charlotte
Hi LB,
Thank you for sharing your experience!
We’re so pleased to hear that you were happy with the repair of your necklace pendant and that our decision to waive the fee felt fair and reasonable to you.
It’s important to us that you always feel valued and we’re glad we could assist you in this way.
Have a wonderful day!
Amazing customer service!
The customer service team were so helpful with my piercing enquiry. They replied so quickly and answered my questions. They were so kind and welcoming, I’m even more excited to attend my appointment!
August 9, 2024
Unprompted review
Reply from by charlotte
Hi Tiana,
Thank you for your lovely feedback!
We take pride in our customer service, so it's truly rewarding to hear that you had a great experience.
We hope you love your new piercing and by charlotte pieces and we look forward to welcoming you to our studio again soon.
Wishing you a wonderful day!
Absolutely amazing!
I ordered 2 engraved lockets, one for me and my mum, with engravings and photos of her late Dad, my granddad. They were both so beautifully packaged, and truly stunning pieces of jewellery. I think the company as a whole is absolutely wonderful, and should be extremely proud of the quality put into not only the jewellery, but the presentation of them as well! Would absolutely recommend this brand, 100%.
August 8, 2024
Unprompted review
Reply from by charlotte
Hi Zizzy,
We are honoured that you chose our lockets for such a meaningful tribute to your granddad. It brings us joy to know that both you and your mum loved the pieces and that they arrived beautifully packaged.
We take great pride in the quality and presentation of our jewellery, so your kind words mean the world to us.
Thank you for recommending by charlotte, we're truly grateful for your support. We look forward to serving you again in the future.
Wishing you and your mum all the best!
Top notch customer service
Top notch customer service. They could answer all my questions. The piece I ordered online looked how it does in the photo and the gift wrapping was good. Affordable too. My only critique is that they did not offer solid gold.
August 2, 2024
Unprompted review
Reply from by charlotte
Hi Charlie,
Thank you for your kind words about our team!
It’s always our goal to make your experience as pleasant as possible, and we’re so happy to hear that we achieved that.
The specific piece you were after is only available in 18k Gold Vermeil and Sterling Silver, however, we will be sure to pass the feedback along to our merchandise and design team for future review.
We hope you're loving your new by charlotte pieces!
Have an amazing day!
Gorgeous Products and Great Service!
I have been buying beautiful pieces from by charlotte for a couple of years now and treasure them. Recently I got sent a code for a ring in my basket that didn't work. I emailed customer service and it was all sorted promptly and I was able to buy the ring with the discount.
July 23, 2024
Unprompted review
Reply from by charlotte
Hi Jennie,
Thank you for sharing your experience with us!
We’re committed to providing excellent customer service, and it’s fantastic to hear that we delivered. It’s great to know you’re enjoying your by charlotte pieces.
We look forward to assisting you again in the future.
Wishing you a fantastic day!
Excellent Service
I am a long-term customer of By Charlotte and it's become my go to brand for purchasing meaningful and beautiful pieces of jewellery for my family, friends and for myself. My recent dealings with the service staff at By Charlotte have been second to none - I an issue with a faulty piece which By Charlotte were very quick to resolve and I couldn't be happier with the way it was handled. Highly recommend!
July 19, 2024
Unprompted review
Reply from by charlotte
Hi Catherine,
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. Having you as a long-term client brings us joy, your loyalty and continued presence with us are appreciated.
Looking forward to servicing you in the future and can't wait for our next shopping date.
Have a fantastic day!
Excellent customer service
Excellent customer service. I had to return a ring I had received for my birthday as the stone had fallen out of the clasp. After contacting by Charlotte, they were prompt with their reply & made sure I had free returns to send the damaged ring back. Then issued me a full credit refund on their website so I could purchase another item. I recommend buying from them as their service is excellent.
July 1, 2024
Unprompted review
Reply from by charlotte
Hi Mia,
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. Your feedback has been passed directly to the team who have wished to pass along their thanks.
Looking forward to servicing you in the future and can't wait for our next shopping date.
Have a fantastic day!
EXCELLENT SERVICE AND QUAILITY!
I own many pieces from by charlotte and they never fade. I have had my necklace for 3 years i never take it off and it is still in pristine condition! I had a bracelet that snapped and i contacted the team and they were able to help me with a 110% voucher, super helpful and nice ladies. Lovely great quality pieces!
June 27, 2024
Unprompted review
Reply from by charlotte
Hi Amia,
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 also love to hear that you own so much by charlotte.
Looking forward to servicing you in the future and can't wait for our next shopping date.
Have a fantastic day!
Buyer Beware
Buyer Beware - I'm feeling like an idiot.
I was looking for something personal for my 2 girls and saw the 14k Solid Gold Always In My Heart Birthstone Necklace Pendants. They looked so beautifully cut and made, I bought 2. Upon arrival, i needed a magnifying glass to see the stone and even with that it looked flat and pasty. So disappointed, I was moved to write a review. I'm too embarrassed to give them their presents now. Maybe they are suitable for the 4 year old granddaughter instead.
January 4, 2024
Unprompted review
Reply from by charlotte
Hi Sarah,
We apologise for this experience you have encountered with the related situation, as a brand we deeply value the feedback you have provided. Your satisfaction is incredibly important to us, and we regret any inconvenience this has caused.
It's disappointing when a purchase doesn't work out the way you intended it to so we can empathise with how you would have felt. All of our products are photographed by themselves in studio lighting and then on a model to show the reality of the product in person.
Our team also identify on all product pages measurements for these pieces so that you're able to make informed decisions on size and potential look prior to purchase. This style in particular is designed to be dainty and meant to stack with our other pendants which is why they are the size they are.
We would love to turn this experience around for you, if you're able to contact our online customer care team and ask for management they will discuss the next steps for you.
Looking forward to helping you resolve this.
Ask before you have yours done
I booked online to have my ears pierced cost $80 thinking this would be the full cost to have once pierced I was asked which earring I wanted I thought the cost covered a pair though nope had to purchase a pair I picked the earrings $150 little steep though they were tiny 14karats not soo bad.
Once done went to pay to be told it was an extra $340 WHAT THA !!!!
I asked why I was explained that the booking fee covered only the booking and piercing $80
The earring I picked were not for pair in fact $150 each I was under the understanding you buy as a pair, cost $300 later for the pair.
Then charged an extra $40 for the second ear lobe again the booking only covered one ear lobe. REALLY !!!!
Definitely expensive day $420 later If I had known I would of booked elsewhere most $70 with surgical earring
January 3, 2024
Unprompted review
Reply from by charlotte
Hi PA,
We apologise for this experience you have encountered with the related situation, as a brand we deeply value the feedback you have provided. Your satisfaction is incredibly important to us, and we regret any inconvenience this has caused.
Our T&Cs for studio piercing services are available on our website. When choosing to pierce with us you are charged $80 for the first piercing and then a discounted $40 for every piercing after. We do not charge booking fees and we do require you to purchase the jewellery you'd like to have on.
At by charlotte, we believe that curating your dream ear stack should be a fun and personalised experience. Our expert piercers work exclusively with 14k solid gold jewellery and offer tailored styling advice and ear curation for your individual anatomy.
We would love to turn this experience around for you, if you're able to contact our online customer care team and ask for management they will discuss the next steps for you.
Looking forward to helping you resolve this.
Very Poor
Ordered item on a Wednesday and paid for express delivery as it was a Birthday Gift, was not despatched until the following Thursday 8 days later. Contacted them to be advised it was a busy time and 10% Sale was on and basically tough luck! Also, my discount was not applied and full price paid.
Never again very disappointing.
December 5, 2023
Unprompted review
Reply from by charlotte
Hi Denise,
We apologise for this experience you have encountered with the related situation and our customer service team, as a brand we deeply value the feedback you have provided. Your satisfaction is incredibly important to us, and we regret any inconvenience this has caused.
Our team recognise that waiting such a long time for your order is never ideal. We advertise during these periods that additional dispatch time needs to be taken into consideration before purchasing through us, to avoid disappointing situations like this one.
We are constantly looking for ways to improve our service which is why post Christmas last year we upgraded to a newer warehouse system that will allow us to manage the busier periods more efficiently and resolve the delay.
In terms of your discount, if you forget to add your discount when placing the order we are unable to add this discount later as the system doesn't allow for that. What we can do is offer you a new discount code for your next purchase.
If you would ever like to try purchasing through us again please contact our team so we can organise an express service free of charge and an additional discount on us.
Looking forward to helping you resolve this.
Tarnishes like no other brand
I have bought several by Charlotte gold jewellery pieces. Rings, earrings, necklaces…all have tarnished within months. Meanwhile everything else in my jewellery box from other brands hasn’t. Emailed by Charlotte and they were of no help. Will not be purchasing ever again. Don’t fall for the hype of the brand.
March 1, 2023
Unprompted review
Reply from by charlotte
Hi Andrea,
We apologise for this experience you have encountered with the related situation and our customer service team, as a brand we deeply value the feedback you have provided. Your satisfaction is incredibly important to us, and we regret any inconvenience this has caused.
Our 18k vermeil gold is made with sterling silver as a base metal. Since the base metal of gold vermeil is sterling silver, and sterling silver can tarnish, gold vermeil can tarnish if it's left in the open and not sealed in an air-tight bag. You can easily clean off the dark spots with a polishing cloth. Gold vermeil should be treated just like a sterling silver piece.
Compared to other plated brands that may use stainless steel (which doesn't tarnish) our 18k vermeil jewellery is hypoallergenic and a higher quality of jewellery that is meant to last longer. If you use a cleaning solution or polish your jewellery the tarnish will come off.
We strongly recommend storing your jewellery in a safe, dry place—such as an anti-tarnish pouch or case—with the anti-tarnish strip that came with your purchase. This will help to protect your pieces when they are not being worn.
If you still have these pieces and would like them cleaned we would love to offer you this service and organise to get your pieces back.
Looking forward to helping you resolve this.
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