I am deeply disappointed and frustrated with my recent purchase from by charlotte. In June, I bought a lotus 9k solid gold bracelet, a lotus 9k solid gold necklace, and a travel jewelry case.... See more
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See what reviewers are saying
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
I had such a wonderful experience at the Karrinyup boutique thanks to Catherine. She was incredibly kind, knowledgeable, and genuinely took the time to help me. She was so informative and made the who... See more
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
95 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 72% of negative reviews
Typically replies within 1 week
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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!
The team at bycharlotte are so so…
The team at bycharlotte are so so lovely. I was recently gifted a gold locket from my partner and i am in love with it!
Jewellery is beautiful and everyone is so so helpful. Cant recommend enough! 🩵
4 December 2024
Unprompted review
Reply from by charlotte
Hi Bree,
Thank you so much for your kind words!
We're delighted that we could provide an excellent experience for you and your support to our brand is greatly appreciated!
Our team loved being able to assist you and can't wait to see you back!
Beautifully Unique 🦋
As the title says “Beautifully unique” what a stunning piece!! I just ordered the 14k Gold Vermeil love necklace and it is just chefs kiss 💋 I have been watching this brand for awhile and couldn’t wait to get my first piece from by charlotte. The team and customer service were beautiful and resonate so much with my personal style! I Can’t wait to purchase again soon. Thanks by charlotte 🦋
30 November 2024
Unprompted review
Reply from by charlotte
Hi Shennel,
Thank you so much for your kind words!
We're delighted that we could provide an excellent experience for you and your support to our brand is greatly appreciated!
We love that our pieces resonate with you and look forward to having you back!
Excellent Customer Service & Products
Fiona in customer service was brilliant in helping me get my order redirected (the wrong address had been used via Apple Pay). She was in contact via email quickly and sorted the issue with no problems. With regards to products, I have purchased jewellery from By Charlotte several times and every time the item is just lovely and packaged beautifully. I cannot recommend them highly enough if you are looking for a gift for someone special.
18 November 2024
Unprompted review
Reply from by charlotte
Hi Cate,
Thank you so much for taking the time to leave such a kind and thoughtful review!
We’re so glad to hear that our team was able to assist you in resolving the issue with your order and that the process was seamless.
It’s wonderful to know you’re always pleased with our jewellery! We truly take pride in crafting each piece with care and making sure the packaging is just as special.
Your recommendation means so much to us, and we can’t wait to assist you in the future!
Birthstone Lotus Necklace
Purchased the lotus birthstone necklaces for our sons girlfriends & they are stunning. Presented so beautifully & arrived within 5 days! AMAZING product & service. Thank you
11 November 2024
Unprompted review
Reply from by charlotte
Hi Tracy,
Thank you so much for your lovely review and for taking the time to provide your feedback!
We’re thrilled to hear that you have had a wonderful experience with our brand, and we hope the girls love their pieces!
If you have any further questions or need assistance, don’t hesitate to reach out!
Wishing you an amazing day!
Absolutely exceptional customer service…
Absolutely exceptional customer service from the By Charlotte Team! The team responded to my enquiry almost instantly and Fiona went above and beyond to ensure my order was received on time.
25 October 2024
Unprompted review
Reply from by charlotte
Hi Genna,
Thank you so much for your kind words!
We're so glad to hear that your order arrived on time! It is always important to us to go above and beyond to ensure you feel valued and appreciated.
Looking forward to assisting you again in the future.
Have a lovely rest of your week!
Bad customer service
They're a legitimate company and I've bought from them multiple times in the past, but my most recent experience with their customer service team has left a sour taste in my mouth and I will not be purchasing from them again.
I had purchased a locket piece and wasn't happy with how it turned out so I left a review on their website about how it didn't look very professional. They took down my review and sent me an email dismissing my concerns without an apology.
10 February 2024
Unprompted review
Reply from by charlotte
Hi Rae,
We apologise for the experience you have encountered with your purchase and our customer service team, as a brand we deeply value the feedback you have provided and we regret any disappointment this has caused.
We have tried finding your correspondence to address the situation and cannot see any emails from someone with your information. Are you able to contact our team again so we can review your situation?
Looking forward to helping you resolve this.
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