Returns & Exchanges Policy

Last updated: 04/04/2026

We hope you love your order from The Charmé Edit ♡

As each piece is handmade and often made to order, please read the following carefully before requesting a return or exchange.


1. How to Request a Return or Exchange

To request a return or exchange, please email support@thecharmeedit.com within 14 days of receiving your order.

Your email must include:

  • 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 (required for faulty or damaged items)

We’ll review your request and respond within 3 business days with next steps.

Please wait for our confirmation before sending anything back. Unapproved returns will not be accepted.


2. Items Eligible for Return or Exchange

DIY Kits: DIY Kits may be returned within 14 days if completely unused, sealed, and in original packaging. All components must be included. Once received and approved, we will issue a replacement, exchange, store credit, or refund.

Please note: Due to temperature changes and transit time, the gel may slightly thicken or partially cure. This is normal and does not affect usability. We provide more than sufficient gel for the intended use.

Standard (Non-Custom) Items: Must be requested within 14 days of delivery. Items must be unused, in original packaging, and in resaleable condition. Once approved and inspected, we will issue a replacement, exchange, store credit, or refund.

Faulty or Damaged Items: If your order arrives faulty or damaged, please contact us within 48 hours of delivery. Include your order number, description, and clear photos. Once reviewed, we will arrange a replacement or exchange free of charge.


3. Items Not Eligible for Return or Exchange

Customised & Made-to-Order Items

All phone cases are made to order and personalised to your selected design and device model.

They are non-returnable and non-exchangeable in the following situations:

  • Change of mind after purchase

  • Incorrect device model selected at checkout

  • Requests to alter or redesign after ordering

  • Personal preference regarding appearance, colour tone, charm selection, layout, or overall aesthetic

  • Expectations differing from listing images or subjective dissatisfaction

  • Natural handmade characteristics, including slight variations in charm placement, gel distribution, or finish

  • Temporary scent from materials or packaging - we recommend leaving your case in a well-ventilated space for a few days after receiving to allow the scent to naturally dissipate

  • Slight yellowing or changes in clarity over time due to usage or exposure to makeup, oils, dirt, or environmental factors

These are considered part of the handmade and made-to-order nature of the product and do not constitute faults.

If your item arrives faulty or damaged, please contact us within 48 hours and we will resolve this for you.

 

Used or Opened Items

  • Items showing signs of use, wear, or damage are not eligible

  • DIY Kits that are opened, partially used, or incomplete cannot be returned

  • Final sale items

  • Items marked as final sale or clearance are non-returnable

  • Gift cards are non-refundable


4. Return Shipping & Costs

All returns must be sent back to our UK address

Original shipping fees are non-refundable

For returns or exchanges without any quality issue: All shipping costs must be fully covered by the Customer. This includes original delivery, return shipping, and any reshipment fees.

We recommend using a tracked service, as we are not responsible for items lost in transit.


5. Processing Time

Once your return is approved and received:

Please allow up to 14 days for inspection and processing

You will be notified once your refund, exchange, or credit is issued


6. Important Notes

Please contact us before returning any items

Returns outside the return window may not be accepted

Slight variations in colour, charm placement, or finish are part of the handmade process

Slight scent, yellowing, or changes in clarity may occur over time due to usage and exposure to makeup, oils, dirt, or environmental factors - this is not considered a fault


The Charmé Edit reserves the right to refuse returns that do not meet the above conditions.


7. Need Help?

If you’re unsure whether your item qualifies, feel free to reach out to support@thecharmeedit.com

We’re always happy to help ♡