customer service

PAYMENT OPTIONS

• Direct Deposits

Account Name: Charaust Ltd
Bank: BNZ Mount Maunganui
Account Number: 02-0466-0270811-002

Please use your order number and surname as a reference when direct depositing. Please email us at sales@charlotteandausten.co.nz to confirm your payment. Please note that some banks take 24 to 48 hours to process payments and unfortunately your order cannot be dispatched until these payments have been cleared.

• Phone orders

If for any reason you do not wish to make a purchase online we are more than happy to take orders over the phone. Please contact us on 0273070955 if you prefer this option.

POSTAGE AND DELIVERY

We offer a FLAT SHIPPING RATE OF $5NZD on all orders delivered WITHIN NEW ZEALAND. All purchases made by international customers will be charged an additional fee for delivery outside of New Zealand. See international shipping for details.

Once an order has been placed, your parcel will be dispatched the next business day via Fastway or New Zealand couriers.

Delivery times will vary depending on your location. We endeavour to get your order to you as soon as possible, however some remote and rural areas may take a little longer. Most goods will be delivered in 3 to 5 working days. If you do not receive your order within a reasonable time please contact us and we will track your parcel.

SHIPPING TO AUSTRALIA
We offer a flat shipping rate for all deliveries to Australia of $12 NZD
We are happy to ship orders overseas. Please contact us at info@charlotteandausten.co.nz for a quote before placing an order. International customers will be responsible for paying any duties or taxes relevant to their country of residence.

CURRENCY

All prices are in New Zealand dollars (NZD) and your credit card will be billed in New Zealand dollars. Your credit card provider will convert the amount into your local currency at the current rate plus any applicable fees and charges.

RETURNS/EXCHANGES

If you are not happy with the product you have chosen from Charlotte & Austen we will either give you a full refund or exchange it if the items are returned within 7 days of purchase. Items must be returned unused and in their original packaging in order to recieve a full refund.  We are unable to refund items that have been purchased at a discounted price.

• How do I return an item for exchange or refund?

You will need to contact us within 7 days of the purchase date and we will issue you with a Return Authorisation Number.
Email: sales@charlotteandausten.co.nz
Phone: +64 273070955

Return Address
Charlotte & Austen
54a Paterson Street
Mount Maunganui 3116
New Zealand

Items are returned to Charlotte & Austen at your own expense, and must be returned in the original packaging, as new. If the product is faulty, we will refund or credit the cost of return postage.

PRICING

All pricing is in New Zealand dollars (NZD) and includes GST of 15%. Charlotte & Austen reserves the right to change pricing anytime at our discretion and without prior notice.

CODES & COUPONS

Codes and Coupons cannot be used in conjunction with an existing promotion to receive a further discount on your purchase. If for example you have a code or coupon that entitles you to a 20% discount on a particular product, if that product is already reduced you will not be able to use the code to receive a further reduction in price.

FAULTY ITEMS

Charlotte & Austen check all products thoroughly before they are sent out. If however you do receive an item that is faulty or damaged we will replace it immediately. Please contact us within 7 days of the purchase date in order for us to replace the product.