1. How to Request a Return or Exchange

• Your full name
• Your order number
• The item(s) you’d like to return or exchange
• A short reason (e.g. faulty, incorrect model, change of mind)
• Clear photos if your item arrived damaged or faulty

2. Items Eligible for Return or Exchange

• DIY Kits can be returned if they are completely unused and sealed, including all cream gel materials and components.
• You must contact us within 14 days of delivery for approval.
• Once received and confirmed in original condition, we’ll issue an exchange, replacement, store credit, or refund within 14 days.
• You are responsible for return shipping unless the kit is faulty.

• Applies to non-custom accessories and other ready-made products.
• You must contact us within 14 days of delivery.
• Items must be unused, in original packaging, and in resaleable condition.
• After inspection, we’ll arrange an exchange, replacement, store credit, or refund within 14 days.

• Email support@thecharmeedit.com within 48 hours of delivery.
• Include your order number, description of the issue, and photos.
• Once reviewed, we’ll arrange a replacement or exchange free of charge.

3. Items Not Eligible for Return or Exchange

• All phone cases are made to order for your specific device model.
• Because they are customised, they cannot be returned or exchanged if you change your mind or order the wrong model.
• If your case arrives faulty or damaged, contact us within 48 hours of delivery with photos, and we’ll replace or exchange it as soon as possible.

• Items showing signs of use, wear, or damage cannot be returned or exchanged.
• DIY Kits that have been opened, partially used, or are missing parts are not eligible.

Final Sale or Gift Items

• Items marked final sale, clearance, or non-returnable at checkout cannot be returned or exchanged unless faulty.
• Gift cards are non-refundable.

4. Return Shipping & Costs

• Return postage is the customer’s responsibility unless the item is faulty or incorrect.
• Original shipping fees are non-refundable.
• We recommend using a tracked postal service, we can’t be responsible for lost or damaged returns in transit.

5. Processing Time

• Once your return or exchange has been approved and received, please allow up to 14 days for inspection and processing.
• We’ll send you an email once your exchange, replacement, store credit, or refund has been issued.
• If you haven’t heard from us after this timeframe, please contact support@thecharmeedit.com for an update.

6. Important Notes

• Always email us first before sending anything back.
• Items sent without approval or outside of the return window may not be accepted.
• Slight variations in charm colour, placement, or design are part of the handmade process and not considered faults.
• The Charmé Edit reserves the right to refuse returns that do not meet the above conditions.

7. Need Help?