Return Policy

Refund & Returns Policy

Returns, Refunds & Repairs

As a UK-based, VAT-registered business, Charms Jewellers London ensures that your purchases are protected under UK Distance Selling and Consumer Protection regulations. This entitles you to return items for a full refund within 30 days of receipt.

For health and hygiene reasons, earrings and body jewellery that have been tried on cannot be returned. Our technology can detect jewellery that has been worn.

When returning items, please package them carefully and ensure correct postage to prevent damage or delays. Charms Jewellers London cannot be held responsible for items that are lost, tampered with, or damaged in transit when being returned for exchange, repair, or refund.

To safeguard your jewellery during return, we recommend using insured shipping and tamper-proof packaging.

Returns & Refunds

Charms Jewellers London guarantees all jewellery against manufacturing defects for 12 months from the date of purchase. This guarantee does not cover jewellery that has been misused, worn improperly, or dented.

We take care to ensure that your jewellery arrives in perfect condition. Please retain your delivery note as proof of purchase.

If you are not completely satisfied with your purchase, we will accept returns for a full refund within 30 days, provided the jewellery is unworn, returned in its original packaging, and accompanied by a copy of your delivery note.

Please note: Postage costs are non-refundable. Any modifications carried out by a third party, such as engraving or repair, will void the guarantee.

Due to their bespoke nature, custom items—including Wedding Rings, Puzzle Rings, Nameplates, or engraved jewellery—cannot be returned.

Exchanges

If you would like to exchange an item for a different size or length, please contact our customer service team, and we will guide you through the process.

Faulty or Damaged Items

If you receive items that are faulty or damaged, please notify us within 7 days of receipt. Your statutory rights will be fully upheld.

Who Covers Return Postage?

  • If the return is due to our error (e.g., wrong product sent), we will reimburse your postage costs.

  • For returns due to a change of mind, the customer is responsible for postage.

Bespoke Jewellery Returns

Charms Jewellers London takes pride in delivering high-quality jewellery designed to be treasured.

For bespoke, personalised, or modified orders, you have a 24-hour cooling-off period before production begins. After this period, returns are only accepted if the item is incorrect or faulty, in line with your statutory rights.

Please double-check your order before submitting. To cancel or amend an order, email info@charmsjewellers.co.uk within 24 hours.

If your bespoke order arrives incorrect, damaged, defective, or with the wrong quantity, notify us via email within 7 working days. At our discretion, we will either:

  • Correct any shortages or errors,

  • Replace damaged or defective items, or

  • Issue a refund for the affected goods.