Refund policy

Refund Policy

Return and Refund Policy

Last updated: July 9, 2025

At Charms, we want you to be fully satisfied with your purchase. If something isn’t right, we’re here to help. Please read our return and refund policy below for full details.

1. Shipping Methods and Delivery Times

• Europe: Delivery within 1–3 business days
• Outside Europe: Delivery within 3–5 business days

Delivery times may vary depending on destination and local carriers.

2. Eligibility for Returns

You may request a return within 30 days of receiving your order.

• Items must be unused, unworn, and in original condition
• Items must be returned in their original packaging, including all charms, accessories, and free gifts
• Final sale items are not eligible for return unless defective or damaged

3. How to Start a Return

To initiate a return, please contact us at contact@charmsoff.com with:

• Your full name and order number
• The item(s) you wish to return
• The reason for the return
• Clear photos if the item is defective or damaged

We will respond within 1–2 business days with return instructions.

Once approved, returns must be sent to:
Orionstraat 227
2516 AS Den Haag
Netherlands

4. Shipping & Return Costs (Important)

• Original shipping fees (€5.99) are non-refundable in all cases
• Even if shipping was offered for free (for example due to a high cart value or a promotion), a fixed amount of €2.99 will be deducted from any refund
• This €2.99 non-refundable fee applies to all orders and represents shipping and handling costs already incurred by Charms
• Return shipping costs are the responsibility of the customer, except in the case of defective, damaged, or incorrect items

We recommend using a trackable shipping service. Charms is not responsible for returns lost in transit.

5. Refunds & Store Credit

• You will be notified once your return has been inspected
• Store credit is issued as a priority for all eligible returns and exchanges
• Refunds to the original payment method are issued only in the case of defective or damaged items
• Approved refunds are processed within 5–10 business days

Store credit has no expiration date and can be used on any future purchase.

6. Exchanges

We do not offer direct exchanges.

To exchange an item, please return it for store credit and place a new order.

7. Damaged or Defective Items

If your order arrives damaged, defective, or incorrect, please contact contact@charmsoff.com within 7 days of delivery with photos and a description of the issue.

We will offer a replacement, store credit, or a full refund to the original payment method at no additional cost.

8. Non-Returnable Items

• Gift cards
• Final sale items
• Items returned after 30 days
• Items showing signs of wear, use, or damage not caused by us

9. Contact

For any questions regarding returns or refunds, contact us at:
contact@charmsoff.com