Refund policy

At Preloved Charlies, we’re committed to creating a thoughtful and enjoyable shopping experience. As a curated vintage and preloved store, we generally do not offer refunds for change of mind. However, we understand that sometimes things don’t go as expected, and we’re here to help where we can.

1. Grossly Misdescribed Items
If you receive an item that significantly differs from its description and this discrepancy was not disclosed, please contact us within 3 days of delivery. We will gladly review the issue and offer a suitable resolution, which may include a return, exchange, or store credit (subject to availability).

2. Vintage Nature & Signs of Wear
All our pieces are vintage or preloved, and may show signs of age or wear. We do our best to clearly describe and photograph any imperfections. These characteristics are part of each item’s story and charm, and for this reason, we do not accept returns based on expected vintage wear.

3. Change of Mind / Personal Preference
We do not offer refunds for change of mind or personal preference. However, if you’re unhappy with your purchase, please reach out—we’re always happy to discuss options and work towards a positive outcome.

4. How to Request a Return
To initiate a return, please contact us at hello@prelovedcharlies.co.nz or via our contact form. Include:

  • Your order number

  • The item(s) in question

  • A clear explanation of the issue

Our team will guide you through the next steps.

5. Return Conditions
Approved returns must meet the following conditions:

  • Item is in original condition

  • Unworn and unwashed

  • All original tags attached

Items must be securely packaged. We reserve the right to decline returns that do not meet these criteria.

6. Return Shipping
Customers are responsible for return shipping costs unless the return is due to a misdescription or error on our part. We strongly recommend using a trackable shipping method, as we cannot process returns lost in transit.

7. Compensation Options
Once your return is received and inspected, we will confirm eligibility. If approved due to misdescription, you may choose:

  • Refund (to original payment method)

  • Exchange (subject to availability)

  • Store credit

Please note: This policy applies only to purchases made directly through Preloved Charlies. Items purchased via third-party platforms are subject to their respective policies.

We truly appreciate your support and understanding of the unique nature of vintage fashion. If you have any questions, don’t hesitate to reach out—we’re always here to help.

Thank you for shopping with Preloved Charlies Xoxo