I ordered from Charcoal to Austria and paid around €285 for my items. Shipping was advertised as free, but on delivery I had to pay an additional €141.90 in customs fees and import tax to DHL. Thi... Vis mer
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Charcoal has become my favourite Australian brand. Items are exceptionally good quality and also reasonably priced. Customer service is excellent and my every purchase is shipped the following day. Th... Vis mer
Absolutely 10/10! New favourite online store for my wardrobe essentials. SO unbelievable soft and INCREDIBLE thick material. I ordered 2 dresses which I fell in love with and will definitely be orderi... Vis mer
Absolutely love my purchase!! The bodysuit i got is stunning & I received so many compliments when I wore it. The sales assistants were so friendly & helpful & have consistently been so with every i... Vis mer
Informasjon om virksomheten
Kontaktopplysninger
PO BOX 397, 4014, Brisbane, Australia
- 0451248787
- info@charcoalclothing.com.au
- www.charcoalclothing.com.au
4,2
Bra
281 anmeldelser
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Se hvordan anmeldelsene og vurderingene deres innhentes, vurderes og modereres.
Ugh!
Ugh. Received the Colden petite pants today and they are just so cheap and nasty. They look dreadful and fit weirdly.
Requested a return for this and another pair of gross fake satin pants that look like Temu- one was denied (final sale), and the return that was approved had $10 taken off for ‘handling’, so not a ‘full refund’ as they say in the description. You’ve been warned.
9. juli 2025
Anmeldelse skrevet uten oppfordring
Svar fra Charcoal Clothing
Hi Bridie,
We're sorry to hear the items didn’t meet your expectations and understand your frustration.
While some items are final sale and our return policy includes a handling fee for refunds, this is clearly outlined in the ‘Refunds’ section of our return policy. That said, we’ll continue reviewing how this information is communicated to ensure it’s as clear as possible.
We appreciate your feedback.
Kindest,
Charcoal Clothing x
Scam alert!
Ordered over a month ago—never received anything. Tracking is not working, no refund, no real support. My post office says nothing was ever received. Charcoal is a scam company. Stay away!
23. juni 2025
Anmeldelse skrevet uten oppfordring
Svar fra Charcoal Clothing
Hi there,
We’re sorry for the delay and understand how frustrating this must be. As this is an international delivery, we lodged an investigation with Australia Post, who confirmed the parcel has reached your country’s postal system. They’ve advised that the receiver should now contact the local postal service for the most accurate updates.
That said, we’re still here to support you – please don’t hesitate to reach out via email if you need any further help from our end.
Kindest,
Charcoal Clothing x
Great and Kind Service!
Great and Kind Service!! And the clothing is truly something special!
23. juni 2025
Anmeldelse skrevet uten oppfordring
Svar fra Charcoal Clothing
Thank you for your 5-star review!
- Charcoal Clothing x
The customer care team is so amazing
The customer care team is so amazing. I had ordered something extra on accident and reached out and they answered right away. Loving this brand so far. Excited for my clothes to arrive!
27. mai 2025
Anmeldelse skrevet uten oppfordring
Svar fra Charcoal Clothing
Hi Frankie,
Thank you so much for your kind words! We're glad to hear our Customer Care team was able to help quickly—we’ll be sure to share your feedback with them.
We’re excited for you to receive your order and hope you love everything.
- Charcoal Clothing x
Bad Customer support and hidden extra fees
Ordered Clothes via express delivery. (Was stated 5-10 business days) Tracking didn’t work. One month later it arrived and they wanted me to pay 70€ extra for customs (for a 140€ purchase). Tried to contact them many many times but I never got an answer. Sadly very bad customer service and not enough transparency on the website.
15. mai 2025
Anmeldelse skrevet uten oppfordring
Svar fra Charcoal Clothing
Hi Leonie,
We're very sorry to hear about your experience. For parcels being shipped internationally, it's possible that you may be subject to duties and taxes upon the items’ arrival into your country. Typically, these charges are determined by your local customs office.
We recommend reaching out to the customs office in your country to verify any additional fees that might apply to your purchase from our store.
We also apologise if you had trouble reaching us—our team strives to respond to all inquiries promptly. Please contact us at info@charcoalclothing.com.au with your order details so we can look into this further and make things right.
Kindest,
Charcoal Clothing x
Best customer service!
I had recently placed an order with the wrong shipping time - Rachel from the customer service team was so helpful and kind. They changed my order from standard shipping to complimentary express.
Huge gratitude and appreciation for the team!
31. mars 2025
Anmeldelse skrevet uten oppfordring
Svar fra Charcoal Clothing
Hi Brailey,
Thank you so much for your kind words! We're thrilled to hear Rachel was able to assist you and provide a smooth experience.
If there's anything else we can help you with, please don't hesitate to reach out. We truly appreciate your support!
- Charcoal Clothing x
Waist size was higher than ordered.
I ordered two 36 inch waist paints, both paints I received one was 39 and other 38, Although the tag on it mentioned its 36. I have to send back at my own expense, then 03 weeks of long follow-up they sent me the paints again. The paints I received were of defiantly not of the standard you see on their stores. These were substandard and once again waist issue was there, it was 37 against 36. Never buy Charcoal online, they are pathetic in shipment, quality, sizes and returns.
1. februar 2025
Anmeldelse skrevet uten oppfordring
Svar fra Charcoal Clothing
Hi Asad,
We're really sorry to hear about your experience. We’ve looked into our system but couldn't find any order details under your name.
To help us investigate this further and resolve the issue, could you please reach out to us at info@charcoalclothing.com.au with your order details. Looking forward to speaking shortly.
Kindest,
Charcoal Clothing x
Great online experience
Being from South Australia and a bit older I had never heard of Charcoal until I saw it mentioned on a Reddit sub. I had a look at the website and saw they had stores in other states. Everything looked incredible! I ordered a jacket and top. They were sent so quickly. Both were beyond expectations. Unfortunately the top didn’t fit which was sad as it was absolutely gorgeous (Davina). The return process was hassle free and refund was processed quickly. Would not hesitate to purchase from again, great experience and look forward to wearing my jacket
11. februar 2025
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Svar fra Charcoal Clothing
Hi Sally,
Thank you for your kind words! We're so glad you had a great experience.
- Charcoal Clothing x
Tough Exchange policy
Bought a top on November 18 for a Christmas gift, but it was too small
Tried to send it back to swap for a larger size, but my exchange fell outside their 30 day policy so i was unable to do anything with a top that doesnt fit. 50 bux down the drain so its a 1 star rating from me.
I understand no refund, but not allowing a size swap is crap as it costs them nothing because the product is still available as a stock item on their website (not clearance or discontinued)....
I purchased the product in November to ensure it arrived without hassle before Christmas.
18. november 2024
Anmeldelse skrevet uten oppfordring
Svar fra Charcoal Clothing
Hi Kathryn,
We’re sorry to hear about your experience. Our return policy allows for exchanges within 30 days of dispatch, and unfortunately, your request fell outside this timeframe.
We appreciate your feedback. If there’s anything further we can assist with, please reach out to our Customer Care team.
Kindest,
Charcoal Clothing x
Amazing shsnsnsnsnsndn really great…
Amazing shsnsnsnsnsndn really great buttery material and very soft
1. januar 2025
Anmeldelse skrevet uten oppfordring
Svar fra Charcoal Clothing
Hi Catherine,
Thank you for your 5-star review.
We are so glad to hear you are loving your new styles!
- Charcoal Clothing x
Never buy from this site!
Never buy from this site!
If you receive your package and don’t want to pay the tax, they simply won’t refund your money or give you the package.
The customer service is extremely rude and won’t help you with anything.
This is the worst site I have ever bought from, and I will never purchase from them again.
1. november 2024
Anmeldelse skrevet uten oppfordring
Svar fra Charcoal Clothing
Hi Sofie,
We’re sorry to hear that your experience with us did not meet your expectations.
Taxes and duties are typically determined by the customs regulations of your country and are outside of our control. As stated on our website, customers are responsible for any applicable import taxes or duties upon delivery. Unfortunately, if these charges are not paid, customs may hold or return the package and this process is governed by their policies, not ours.
We strive to provide clear communication about these responsibilities in advance, and we’re sorry if there was any confusion in this case.
We value your feedback and would like the opportunity to make things right. Please contact our Customer Care team at info@charcoalclothing.com.au with your order details, and we’ll do our best to resolve the issue.
Kindest,
Charcoal Clothing x
My order hasn’t moved since 13…
My order hasn’t moved since 13 november.it is stucked, I think that you have lost it . Really bad support . Order number 10511560377
1. november 2024
Anmeldelse skrevet uten oppfordring
Svar fra Charcoal Clothing
Hi Lika,
We’re truly sorry for the delay and any frustration this has caused.
Our Customer Care team is currently in communication with you via email and is also working closely with the courier to resolve the issue and provide a delivery update on your order (#10511560377).
Thank you for your understanding and patience as we work through this. If you have any additional questions or concerns, please feel free to reply to the ongoing email thread or contact us directly at info@charcoalclothing.com.au.
Kindest,
Charcoal Clothing x
Very good customer service
Very good customer service. Good good quality
18. november 2024
Anmeldelse skrevet uten oppfordring
Svar fra Charcoal Clothing
Hi Bella,
Thank you so much for your 5-star review!
- Charcoal Clothing x
Customer Service
Customer Service
I emailed requesting my shipping address be changed as I had entered my previous address.
Rachel advised generally they are unable to do so but she managed to get the address changed. Highly appreciated!
28. oktober 2024
Anmeldelse skrevet uten oppfordring
Svar fra Charcoal Clothing
Hi Deahna,
Thank you for the 5-star review—it truly means a lot to our team!
- Charcoal Clothing x
Charcoal service team were able to…
Charcoal service team were able to rectify an address issue before dispatch. The team were fast to respond and ensured I would receivemy order. Seriously helpful.
21. oktober 2024
Anmeldelse skrevet uten oppfordring
Svar fra Charcoal Clothing
Hi Jessica,
Thank you for the amazing review!
- Charcoal Clothing x
Fast prompt replies & just extremely…
Fast prompt replies & just extremely helpful. Excellent customer service!
18. oktober 2024
Anmeldelse skrevet uten oppfordring
Svar fra Charcoal Clothing
Hi Samantha,
We're so grateful for your kind words and the 5-star rating!
- Charcoal Clothing x
Prompt Customer Service Help
Accidentally ordered the wrong size for a product and received assistance right after business hours reopened. Very grateful :)
18. oktober 2024
Anmeldelse skrevet uten oppfordring
Svar fra Charcoal Clothing
Hi Hannah,
Thank you for sharing your positive experience with us.
- Charcoal Clothing x
Brilliant customer service when…
Brilliant customer service when incorrect size ordered they were able to amend prior to delivery.
18. oktober 2024
Anmeldelse skrevet uten oppfordring
Svar fra Charcoal Clothing
Hi Lou,
Thank you so much for the fantastic review! We're thrilled to hear you had a great experience.
- Charcoal Clothing x
First purchase - not a new item with stains and smell!!!
First purchase: Ordered 2 dresses. The white one was clearly a dress that was returned by someone else, probably worn, it was covered in stains and smelled like mould. I brought it to the dry cleaners who said the stains were blood!!!! amongst other things... I paid more for it to be dry cleaned than for the actual dress which I needed for an event and didn't have time to get something else. Charcoal said the dress had nothing wrong with it, pretended the stains were the way the fabric is, ignored the extensive photos of stains I sent and refunded me $4. What a joke... Terrible
24. september 2024
Anmeldelse skrevet uten oppfordring
Svar fra Charcoal Clothing
Hi there,
Thank you for sharing your feedback. We're truly sorry that your first experience with us was less than perfect. Upon reviewing the situation, we thoroughly examined the images you provided and confirmed that the stains were not blood, nor did the dress exhibit any signs of prior wear. We hold ourselves to the highest standards, and we would never send out a product that does not meet our strict quality control.
That being said, we understand your frustration and regret that the dress did not meet your expectations. Our goal is to provide excellent service, and we are committed to resolving any issues our customers face. While we issued a partial refund as a gesture of goodwill, we will review this further to ensure our response was appropriate.
Please don't hesitate to reach out directly if you would like to discuss this further.
Kindest,
- Charcoal Clothing x
FAV STORE EVER
I don’t know where this brand came from, but I am honestly in love. I’m 38 and I always struggle to find nice fit good quality clothing especially when most Brands expects you to dress like a grandma at my age. Their clothes are sexy but also sophisticated a casual all rolled into one. I am obsessed with charcoal. I have so many compliments on my long dresses, I have nearly 10. My latest purchase i got the Sasha maxi!!!!! Wowwww!!! Where did this fabric come from and can you please make more items? It is so buttery soft and comfortable. I fit a large. i usually fluctuate between 14 and 16 but this is so sexy on. The stretch is amazing, but also not too stretchy that it looks saggy. I am in love. I also got the white Jacob jeans and the Asher mini demon. 🖤🖤🖤🖤 I have quite a large butt and thighs, but I have never had any issues with any of their denim. 16 actually fits over my butt and comfortably. The jeans are so hot little long as I’m quite short but I will cut the bottom off. The skirt is a PERFECT LENGTH. Thank you so much for making amazing clothing!!!!!! Customer service is awesome. Always get back to me fast. Delivery usually next day. I’m in Brisbane. Everything about this company is 5 star!
4. september 2024
Anmeldelse skrevet uten oppfordring
Svar fra Charcoal Clothing
Hi Bec,
Thank you so much for your incredibly kind review! We're thrilled to hear how much you love our collection, and we couldn’t be happier that you've found the perfect fit with us.
Your feedback truly means the world to us, and we can’t wait to bring you even more pieces that you'll love.
- Charcoal Clothing x
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