We want you to love every charm you order. If something isn’t right, here’s how we’ll put it right.
Changed your mind? You have 30 days
You can return any item within 30 days of delivery, for any reason. To start a return, email us at [email protected] with your order number and the items you’d like to send back. We’ll reply with the return address and simple instructions. Please don’t post anything back before you hear from us, as parcels sent without a return request can’t be traced.
- Items must be unused, undamaged and returned with any original packaging.
- Return postage is paid by you, unless the item was faulty or we made a mistake.
- We can’t accept charms or bracelets that were damaged by forcing links open or closed.
Refunds
Once your return arrives, we’ll check it within 2 business days and email you to confirm. Your refund then goes back to your original payment method, and it usually shows in your account within 5 to 10 business days. If you return your whole order, we’ll also refund the shipping you paid.
We don’t offer direct exchanges. Simply return the unwanted item for a refund and place a new order for the one you’d like.
Faulty, wrong or missing items
If something arrives damaged, broken, or isn’t what you ordered, email us within 30 days of delivery with your order number and a clear photo. We’ll send a free replacement or give you a full refund, whichever you prefer. In most cases you won’t need to send anything back.
1 year warranty
All our charms and bracelets come with a 1 year warranty against manufacturing defects. It doesn’t cover normal wear such as light scratches, damage from forcing links, or discolouration caused by perfume, sunscreen, chlorine or other chemicals. Small colour differences from the photos are normal too, as many charms are finished by hand.
Cancelling an order
Orders are prepared quickly, so please email us as soon as possible if you need to cancel or change anything. We can cancel for a full refund at any point before your order is dispatched. Once it has shipped, you can still return it under the 30 day policy above.
Lost parcels and address problems
If your tracking hasn’t moved for 30 days after the latest estimated delivery date, contact us and we’ll resend your order or refund it. Please double check your address at checkout. We can’t be responsible for parcels lost because of an incorrect or incomplete address, although we’re always happy to help you arrange a resend.
Your legal rights
This policy is in addition to your statutory rights. If you live in the UK or the European Union, you also have the legal right to cancel your order within 14 days of delivery, and our 30 day window already covers this.
Questions? Just email [email protected] and we’ll help.