Refund policy
Last updated on November 1st 2026
At Charms, we want you to be fully satisfied with your purchase. If something is not right, we are here to help.
Delivery times
Estimated delivery times are listed in our Shipping Policy.
Returns within 14 days
You may return your order within 14 days of receiving it. Please return items in the condition you received them, with all charms, accessories and free gifts included, and in their original packaging where possible. Gift cards cannot be returned.
How to start a return
Email contact@charmsoff.com with your full name, order number, the items you wish to return and the reason. If an item is damaged or defective, please add clear photos. We reply within 1 to 2 business days with return instructions. Please do not send items back before you receive them.
Costs
| Situation | Return postage | Outcome |
|---|---|---|
| Change of mind | Paid by the customer | Store credit for the value of the returned items |
| Damaged, defective or incorrect item | Paid by Charms | Replacement, store credit or a full refund to your original payment method |
We recommend a trackable service, as returns lost in transit are the sender’s responsibility.
Store credit and refunds
We notify you once your return has been inspected. Store credit is issued for all eligible returns and is available as soon as the return is approved. Refunds to the original payment method are issued for damaged, defective or incorrect items and are processed within 5 to 10 business days. Store credit never expires and can be used on any future purchase.
Exchanges
We do not offer direct exchanges. To exchange an item, return it for store credit and place a new order.
Damaged or defective items
If your order arrives damaged, defective or incorrect, contact contact@charmsoff.com as soon as you notice, with photos and a short description. This is in addition to your legal rights.
Contact
Questions about returns or refunds? Email contact@charmsoff.com.