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
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 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
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.
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.
Incredible service as always
Incredible service as always
Fiona and Sarah where so helpful
Every time I order I get the best service they are my favourite brand 💖
24 October 2024
Unprompted review
Reply from by charlotte
Hi Sally,
Thank you for your lovely review!
We're so glad to hear our team was able to help assist you with the support you needed.
Our team always aim to provide excellent customer service and ensure our customers feel supported every step of the way.
Have a lovely rest of your week!
My favourite jewellery brand!
By Charlotte is my favourite meaningful jewellery brand!
They have the best customer service I’ve experienced whether it’s dealing with the team in store or online.
From birthstones, star signs to lab grown diamond jewellery I always find something I love. I own a lot of their jewellery and wear it everyday as well as for special occasions and I can speak on the quality of their craftsmanship.
21 October 2024
Unprompted review
Reply from by charlotte
Hi Mel,
Thank you so much for your kind words and for taking the time to share your experience!
We’re delighted to hear that you were impressed with the customer service from both our online and in-store teams.
We are also thrilled to hear you love so many of our pieces! We love that our jewellery can elevate your everyday wear as well as on special occasions as quality and craftmanship are something we pride ourselves in.
We hope you have a lovely rest of your week!
Simply Stunning and Timeless
I was given a lotus necklace many years ago and I adore it and still wear it regularly. I have also purchased several lotus necklaces for my family and friends for special birthdays over the years and they have absolutey loved them. The quality and the simplicity of neckalce is so gorgeous and the customer service has been oustanding everytime I have ordered. I am ordering one of their meditation spinning rings for my daughter and cant wait for her to receive it.
1 August 2024
Unprompted review
Reply from by charlotte
Hi Tina,
Thank you so much for your wonderful review!
We're thrilled to hear how much you adore your Lotus necklace and that you've shared that joy with your family and friends. It's fantastic to know our pieces have become special gifts for so many special occasions.
Our team appreciate that you had a wonderful experience with our customer service. We can’t wait for your daughter to receive her gift. Thank you for your continued support, and we look forward to serving you again soon!
Shocking
Shocking, such a gorgeous design and lovely peice of jewellery, my necklace chain broke 5 times!! After getting the necklace repaired this many times because i loved it so much ive had enough. Also to add on my bracelet faded to a silver colour and broke 2 months after receiving it. Very upset, such a waste of money considering the prices of the peices, would not recommend !!!!
17 October 2024
Unprompted review
Reply from by charlotte
Hi Steph,
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.
We have tried finding your correspondence to address the situation completely. Are you able to contact our team again so we can review your situation and see if anything else can be done for you?
Looking forward to helping you resolve this.
Save your money
Sadly, the chain I spent a lot of money on was so fine that it got caught on my shirt and broke the very first time I wore it so it was also the last time. Very poor quality. Waste of hard earned money.
15 August 2024
Unprompted review
Reply from by charlotte
Hi Kelly,
Thank you for sharing your feedback, we are truly sorry to hear about your experience with the chain. We understand how disappointing it must be to have such a fine piece break after just one wear.
We would love the opportunity to resolve this situation for you. Please reach out to us directly at customercare@bycharlotte.com.au, and we will do our best to assist you.
Thank you for your understanding, and we hope to make this right.
Just AMAZING
The most beautiful pieces and the most amazing customer service! A precious piece of mine was stolen whilst on holiday and By Charlotte did everything they could to help me recreate such a sentimental piece. Truly amazing work they do! Love all my pieces to death. 🤍
15 October 2024
Unprompted review
Reply from by charlotte
Hi Keely,
Thank you for taking the time to share your experience! We’re so sorry to hear about your stolen piece, but it warms our hearts to know we could assist you.
We're thankful for your kind words about our pieces and service. We’re delighted that you love your collection and appreciate the sentiment they carry.
Please reach out should you require any further assistance.
Have a wonderful day!
I asked a question about the engraving…
I asked a question about the engraving service on a necklace and I received a very helpful, timely and informative response. The person was very friendly to deal with and I can't rate them more highly. Thank you!
11 October 2024
Unprompted review
Reply from by charlotte
Hi Lauren,
Thank you so much for your lovely review!
We're delighted that your experience with our customer service team was helpful and informative. We always aim to answer your issues with care.
Making you feel comfortable reaching out is our biggest priority, and we’re always here to assist with any questions you may have. We look forward to supporting you in the future.
Have a wonderful day!
Excellent customer service
Excellent customer service. Received a response to my query within an hour. Very helpful and polite!
10 October 2024
Unprompted review
Reply from by charlotte
Hi Kathy,
Thank you so much for your kind words!
We're delighted that your experience with our customer service team was helpful and polite. We always aim to answer your issues with care.
Making you feel comfortable reaching out is our biggest priority, and we’re always here to assist with any questions you may have. We look forward to supporting you in the future.
Have a wonderful day!
Wont exchange and charge you a return fee
Don't do exchanges and when I tried to work something out they just couldn't do anything more to assist.
So I have to return the product at a loss and repurchase.
Reason for returning/exchange was the item was too big, so even though I followed their fit instructions on the website I get penalised $10 and they wouldn't help further.
1 star for letting me use a 10% discount code that I already had on the original item as it was my first purchase.
EDIT: the company has contacted me to offer a refund for the fee. Appreciate them getting onto this quickly, hopefully the next person in the same position gets this straight away :)
4 October 2024
Unprompted review
Reply from by charlotte
Hi Rachel,
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.
We have tried finding your correspondence to address the situation completely. Are you able to contact our team again so we can review your situation and see if anything else can be done for you?
Looking forward to helping you resolve this.
Terribly Tarnished
I have numerous pieces from various brands. I know how to maintain my pieces, not wear perfumes, creams etc.... My necklace from By Charlotte is garbage. It was very sentimental to me as my daughter bought it for me for Xmas. I will be contacting the ACCC and lodging a formal complaint as my consumer guarantee has not been satisfied. By Charlotte you ARE responsible for replacing my GOLD platted necklace (I have sent photos via email). The quality is unacceptable. It it NOT within the nature of gold plated jewellery to tarnish occasionally as per your email to me. And direct sunlight also being quoted as a way to tarnish a gold plated item should be under review as well.
I wish I could load a photo. Buyer beware.
1 October 2024
Unprompted review
Reply from by charlotte
Hi Christine,
Thank you for taking the time to share your feedback. We sincerely apologise for the disappointment you’ve experienced with your necklace, especially given its sentimental value.
After reviewing your correspondence with our team, we both acknowledge the emotional value of your piece and have accepted it back for a complimentary cleaning service despite the purchase being made through another company. As your necklace was purchased 2-3 years ago, it is no longer available for a warranty review (our warranty covers the first six months from purchase).
When items are bought through a stockist, any warranty claims should be directed to that business, as they have their own warranty process and can access your order details in their system. Looking at your item, the necklace looks to be tarnished due to incorrect care and storage. It is within the nature of gold-plated pieces to tarnish if not cared for correctly due to various factors, including exposure to moisture, air, and chemicals from everyday products like lotions and perfumes.
Our website mentions that 18k gold vermeil items typically require re-plating every 2-3 years to keep them looking their best, as the layer of gold can wear away over time with regular wear, this is not indicative of a manufacturing fault but rather wear and tear. We encourage you to contact the ACCC regarding your concerns they will be able to clarify your consumer rights and back what we have addressed here. Our team would be more than happy to speak with them as well.
We truly appreciate your understanding and hope to resolve this situation in a way that restores your confidence in our brand. If you have any further questions or need assistance, please feel free to respond to our email correspondence.
Fiona was so helpful
Fiona was so helpful. the process of my return was so easy and quick!
1 October 2024
Unprompted review
Reply from by charlotte
Hi Zoe,
Thank you for your lovely review!
We’re thrilled to hear that our customer care team was able to guide you through our return process and that we could provide you with outstanding service.
Please reach out should you require any further assistance.
Have a wonderful day!
The quality of the products and service…
The quality of the products and service is unmatchable.
I was really impressed with how the customer service team responded to my many queries in a timely manner. They wanted to gain a better understanding on one of my emails and gave me a call. I never receive calls from customer services teams, so it was nice to see that ByCharlotte crew would go that extra mile.
The products I received are in great condition and are absolutely stunning. I’m excited to wear them everyday!
10/10 across the board!!
25 September 2024
Unprompted review
Reply from by charlotte
Hi Chloe,
Thank you so much for your kind words and for taking the time to share your experience!
We’re thrilled to hear that you were impressed with our customer service and that our team could provide the support you needed.
It’s wonderful to know that you’re excited about your new products and that they arrived in great condition. Your satisfaction means the world to us.
Have a lovely day!
Outstanding in every way
Aside from the top notch quality of my necklace I wish to thank the outstanding service I received from the By Charlotte team when I inadvertently left my full address off the order. Their response was immediate. And it was a Sunday!
Love the jewellery. Love the team.
22 September 2024
Unprompted review
Reply from by charlotte
Hi Kristee,
Thank you so much for your lovely review!
We’re thrilled to hear that you love the quality of your necklace and that our team could assist you so quickly, it’s great to know you felt supported during your order!
We truly appreciate your kind words and look forward to helping again in the future.
Have a wonderful day!
Will buy again!
Amazing service. Quick response to enquire. Thank you team by Charlotte 🤍
20 September 2024
Unprompted review
Reply from by charlotte
Hi Thomas,
Thank you so much for your kind words.
We're thrilled to hear that you had a positive experience with our team and that we could assist you quickly.
If you have any further questions or need assistance, don’t hesitate to reach out!
Wishing you a lovely day!
Prompt response to my enquiry online
Prompt response to my enquiry online. Good customer service experience. I wish they opened a physical store in Melbourne
18 September 2024
Unprompted review
Reply from by charlotte
Hi Rea,
Thank you so much for your kind words!
We're thrilled to hear that you had a positive experience with our customer service team.
We appreciate your suggestion about a physical store in Melbourne—it's great to know you're interested! While we don’t have a store there just yet, we’re always looking for new opportunities.
Wishing you a lovely day!
By Charlotte make the most exquisite…
By Charlotte make the most exquisite jewellery and their customer care is absolutely outstanding. They are super responsive and helpful and very customer focused.
I get comments on my pieces all the time. They are just so lovely. I just really love their work and would highly recommend purchasing for a gift for a special person or yourself!
12 September 2024
Unprompted review
Reply from by charlotte
Hi Bridg,
Thank you for your lovely review!
We’re thrilled to hear that you love our jewellery and that our customer care team was able to provide you with outstanding service. It’s wonderful to know that you’re receiving compliments on your pieces.
We’re grateful for your recommendation and look forward to helping you find more special pieces in the future.
Have a wonderful day!
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