Returns & Refunds Policy

Effective Date: 14th October 2025
Written by: Charlotte Turner

This Returns & Refunds Policy (“Policy”) sets out your rights and obligations when returning products purchased from Charlie’s Charms (“we”, “us”, “our”) via our website www.charlies-charms.co.uk

By purchasing from us, you agree to this Policy.

1. Eligibility for Returns

1.1. You may return most products within 14 calendar days of delivery for a refund or exchange.

1.2. Products must be:

• Unused and in their original condition;

• Returned in the original packaging (including boxes, bags, or protective wrapping);

• Free from any damage, wear, or alteration.

1.3. Earrings and pierced items cannot be returned or exchanged unless they are faulty, due to hygiene reasons.

1.4. Custom, personalized, engraved, or bespoke items are non-returnable unless faulty.

1.5. No refunds or exchanges will be issued for tarnishing, scratches, or other damage caused by failure to follow the care instructions provided on the care card or website.

• The care card instructions are as followed:

  • Avoid sprays or lotions near jewellery as they can cause tarnishing.

  • Keep jewellery stored separately from other pieces in a cool, dark place using jewellery boxes or pouches.

  • Keep jewellery from getting wet.

  • Remove before bathing or swimming.

  • Remove jewellery before going to bed to prevent accidents in your sleep.

  • Remove jewellery before any rigorous exercise that may cause sweating.

  • If your jewellery looks dull, polish it with a soft, dry cloth.

  • Avoid harsh chemicals around your jewellery such as dish detergent.

  • Put on your jewellery after make-up and clothes are on.

  • Remove jewellery before taking clothes off.

  • Avoid layering overlapping jewellery when wearing or storing.

2. Initiating a Return

2.1. To start a return, contact us at charliescharmsuk@gmail.com within 14 days of delivery.

2.2. Please provide:

• Your order number;

• Product(s) to be returned;

• Reason for return.

2.3. Once approved, we will provide instructions for returning your item(s).

3. Return Shipping

3.1. You are responsible for the cost of returning items unless the goods are faulty or incorrectly supplied.

3.2. We recommend using a tracked and insured delivery method to avoid loss or damage during transit.

4. Refunds

4.1. Refunds will be issued to the original payment method within 14 business days of receipt and inspection of returned items.

4.2. The refund will cover the cost of the product(s) only. Original shipping costs are non-refundable unless the item was faulty or incorrectly supplied.

4.3. If the returned item is not in its original condition, or shows tarnishing or damage caused by not following care instructions, we reserve the right to refuse a refund or offer a partial refund.

5. Exchanges

5.1. If you wish to exchange a product for a different size, color, or style, contact us within 14 days of delivery.

5.2. Exchange requests are subject to product availability.

5.3. You are responsible for the return shipping cost, except where the product is faulty or incorrectly supplied.

6. Faulty or Incorrect Items

6.1. If an item you receive is faulty, damaged, or not as described, contact us immediately at charliescharmsuk@gmail.com or fill out the contact form below.

6.2. We will provide a full refund or replacement at no additional cost, including return shipping.

7. Non-Returnable Items

• Earrings (unless faulty)

• Personalized or engraved items

• Gift cards

• Clearance or sale items (unless faulty)

• Items damaged due to failure to follow care instructions

8. Consumer Rights

This Policy does not affect your statutory rights under UK law. You may still be entitled to a refund, repair, or replacement under the Consumer Rights Act 2015 if the goods are faulty or not as described.

9. Contact Information

For any questions regarding returns or refunds, contact us:

📧 charliescharmsuk@gmail.com
🌐 www.charlies-charms.co.uk