Refund Policy
Exchanges
The majority of Charms by Emma products are eligible for an exchange within 30 days of purchase a) at the discretion of the store and b) if certain conditions are met / you have contacted through the customer chat or at emma@charmsbyemma.com explaining why you are unhappy with your product (Personalisation services do not always apply). Please read the below information:
For any undamaged product, simply return it with its included accessories (if any) and original packaging where possible within 30 days of the date of purchase. It is understandable that you may not have kept the original packaging, however In cases where undamaged products are returned in insufficient packaging and are therefore received damaged in transit, an exchange may be considered void.
Upon processing an exchange you will then receive details of where to address your return to. Please note that unfortunately, as a small business, Charms by Emma are not yet able to cover the postage costs of returning an item for an exchange but hope that this will change in the near future! However, you will not be recharged for the delivery of your exchanged item(s). It is recommended that you use Charms by Emma preferred method of Tracked 48 services from Royal Mail. You can access their services and create a digital label here.
All Charms by Emma products are handmade and thus unique, therefore you should take into consideration that the product you receive as an exchange may slightly differ in design to the item you originally purchased. Where possible you will be provided with the same design subject to availability. In the circumstances where the design you have purchased is no longer available, you may be offered an alternative product or a customised design where possible. If this still isn't suitable then a refund may be considered.
In addition, please note the following:
(i) Products can be exchanged only in the country in which they were originally purchased
(ii) Exchanges will not be dispatched until the return has been received, unless there are special circumstances agreed prior
(iii) If using a tracked delivery service, Charms by Emma are not liable / responsible for any items lost in transit and this will have to be resolved through the delivery service provider
Refunds
As detailed above (and also in product listing descriptions), refunds will only be considered on a case by case basis. If you have received a faulty, damaged or incorrect item then please get in touch as soon as possible using the customer chat on the website or by contacting emma@charmsbyemma.com. Note that in these circumstances you may have to provide photographic evidence of said item(s).
In cases where a refund has been approved, refunds will be offered based upon the original method of payment only.
Personalisation / Custom Items
Please note that due to the nature of the materials used to personalise the majority of Charms by Emma custom items, it is often not possible to alter the design once it has been made. By purchasing you are agreeing to giving creative control within the theme / colour / personalisation you have chosen unless otherwise stated or discussed and agreed upon prior to purchase. Therefore, custom items will not be eligible for an exchange or refund based on satisfaction of the design alone and must meet the requirements outlined in the policy above.