1. Ordering & payment

All prices are listed in Australian Dollars (AUD) and include GST where applicable. Payment is required in full at the time of order via the payment methods displayed at checkout, including credit card, PayPal, Apple Pay, Google Pay, Shop Pay and Afterpay (where available).

Orders are processed once payment is confirmed. We reserve the right to refuse or cancel any order at our discretion, including for reasons relating to product availability, errors in product or pricing information, or suspected fraudulent activity. If we cancel your order, you will be notified by email and refunded in full.

2. Shipping & delivery

Where we ship

We currently ship Australia-wide via Australia Post. International shipping is not available at this time.

Shipping costs

• Standard shipping: $9.95 Australia-wide
• Express Post: $14.95 Australia-wide
• Free standard shipping on all orders over $100

Processing & delivery times

Orders are dispatched within 1–2 business days. Standard delivery typically takes 3–7 business days; Express Post takes 1–3 business days. Delivery times are estimates only and may be affected by factors outside our control, including Australia Post delays.

Tracking

A tracking number will be emailed to you once your order is dispatched.

Lost or damaged in transit

Once an order has been dispatched, ava + charlie is not responsible for delays or damage caused by Australia Post or any third-party courier. If your order is lost or damaged in transit, please contact us within 7 days of expected delivery and we will assist you in lodging a claim with Australia Post.

3. Exchanges

We want you to love what you receive. If your piece isn't quite right, we offer exchanges within 14 days of delivery, subject to the conditions below.

Eligibility

To be eligible for an exchange, items must be:

• Unworn and in original condition
• Returned in original packaging （including the ava + charlie gift box or pleather pouch）
• Free from any signs of wear, damage or alteration
• Accompanied by your order number or proof of purchase

Exchange fee & shipping

How to request an exchange

• Email us at becksawden@gmail.com within 14 days of delivery
• Include your order number, the item you'd like to exchange, and the item you'd like to receive
• Once approved, we'll send return instructions
• Pack and post your item back to us using a tracked service （we recommend Australia Post）
• Once received and inspected, we'll dispatch your replacement piece within 1–2 business days

We recommend using a tracked postage service when returning your item. ava + charlie cannot be held responsible for items lost or damaged in return transit.

4. Refunds

This policy does not apply where an item is faulty or doesn't match its description (see Section 5 — Faulty Goods & Australian Consumer Law).

Store credit

If you'd prefer not to exchange for another piece, we can issue a store credit for the value of your returned item. Store credits are valid for 6 months from the date of issue and can be used on any product on avaandcharlie.com.au.

5. Faulty goods & Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. If your item arrives faulty, damaged, or significantly different from its description, you are entitled to a refund, replacement, or repair.

What constitutes a fault

• The item arrived damaged or broken
• The item is not as described or pictured
• The item has a manufacturing defect

What is not considered a fault

• Damage caused by misuse, accidents, or wear and tear
• Damage caused by exposure to harsh chemicals (perfume, hairspray, household cleaning products)
• Tarnishing or discolouration caused by improper storage or care
• Issues that arise from failure to follow our care instructions

How to lodge a fault claim

• Email becksawden@gmail.com within 7 days of delivery
• Include your order number and clear photos of the fault
• We'll respond ASAP and arrange a return at no cost to you
• Once received and inspected, we'll provide your choice of refund, replacement or repair

For faulty goods, ava + charlie covers all return shipping costs.

6. Items that cannot be returned or exchanged

The following items are also not eligible for return or exchange:

• Earrings (for hygiene reasons)
• Items purchased on sale or with a discount code (unless faulty)
• Gift cards and store credits
• Free promotional gifts and bonus items
• Custom or personalised pieces

7. May mystery gift

From 1 May to 31st of May 2026, every Pony Bangle order includes a complimentary mystery jewellery gift, hand-selected by Beck and valued up to $49.95.

Terms of the offer

• Available with every Pony Bangle purchase until 11:59pm AEST on 31st of May 2026
• Gift selection is at Beck's discretion — she will do her best to select a piece that complements the chosen Pony Bangle
• The mystery gift cannot be exchanged, returned, or substituted
• The mystery gift has no cash value and cannot be redeemed for store credit
• If the Pony Bangle is returned or exchanged, the mystery gift must also be returned in original, unworn condition
• Limit of one mystery gift per Pony Bangle ordered (multiple bangles in one order will receive multiple gifts)
• This offer cannot be combined with other discount codes or promotions unless specified

8. Sizing & fit

We provide detailed sizing information on every product page and on our Bangle Sizing guide. We strongly recommend reviewing these resources before placing your order.

If you're unsure about sizing, please email us before purchasing — Beck is happy to provide guidance based on your measurements.

Sizing-related exchanges are subject to the standard 14-day exchange policy.

9. Product care & warranty

All ava + charlie pieces are made from stirling silver or stainless steel with 18k gold plating. Our products are designed to be worn every day — they are waterproof, tarnish-free, and hypoallergenic.

Care recommendations

• Rinse with fresh water after exposure to chlorine, salt water, or sweat
• Pat dry with a soft cloth
• Avoid prolonged contact with harsh chemicals (perfume, hairspray, household cleaners)
• Store in the original ava + charlie gift box or a soft pouch when not in use

Warranty

Each ava + charlie piece is covered by a 6-month manufacturer's warranty against defects from the date of purchase. This warranty does not cover damage from misuse, accidents, or general wear and tear. To make a warranty claim, please email becksawden@gmail.com with your order number and photos of the issue.

10. Pricing & promotions

All prices are listed in Australian Dollars (AUD) and are inclusive of GST. We reserve the right to change prices at any time without notice. Discount codes and promotional offers are subject to specific terms (including expiry dates and minimum spend requirements) communicated at the time of the offer.

Discounts and promotional codes cannot be applied retrospectively to orders already placed.

11. Privacy

Your personal information is collected and used in accordance with our Privacy Policy. We do not sell or share your information with third parties except as required to fulfil your order (e.g. with Australia Post for delivery).

12. Intellectual property

All content on avaandcharlie.com.au, including logos, product designs, photography, copy, and the ava + charlie name, is the intellectual property of ava + charlie and is protected under Australian copyright and trademark law. You may not reproduce, distribute, or use our content without prior written permission.

13. Limitation of liability

To the maximum extent permitted by law, ava + charlie's liability is limited to the value of the goods purchased. We are not liable for any indirect, consequential, or special losses arising from your use of our products or website. Nothing in these terms is intended to exclude any rights you may have under the Australian Consumer Law.

14. Governing law

These Terms & Conditions are governed by the laws of Queensland, Australia. Any disputes arising from your purchase or use of avaandcharlie.com.au will be resolved in the courts of Queensland.

15. Changes to these terms

We may update these Terms & Conditions from time to time. The latest version will always be available on this page, with the "Last updated" date shown at the top. Your continued use of avaandcharlie.com.au constitutes acceptance of any changes.