Refund policy

Refund Policy

We offer a 30-day return policy. You have 30 days after receiving your item to request a return.

To be eligible, your item must be in the same condition you received it: unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.

How to start a return You must contact us first at contact@charmsy.fr, stating your order number and the reason for the return. Once your request is approved, we'll email you the exact return address and the steps to follow.

⚠️ Items sent back without first requesting a return will not be accepted. Any parcel sent to an address we have not provided cannot be processed or refunded.

Return shipping costs are the customer's responsibility, except where the product is faulty or we have made an error.

Your right to cancel (14-day cooling-off period) If you are based in the UK, under the Consumer Contracts Regulations 2013 you have the right to cancel your order within 14 days of receiving it, without giving any reason. To do so, contact us at contact@charmsy.fr. The item must be returned in the same condition (unworn/unused, with tags and original packaging) along with proof of purchase. We'll issue your refund within 14 days of receiving the returned goods.

Faulty or damaged items Please inspect your order on delivery and contact us immediately if the item is faulty, damaged, or if you received the wrong item, so we can assess and put it right. Under the Consumer Rights Act 2015, you are entitled to a repair, replacement, or refund for goods that are faulty or not as described.

Exceptions / non-returnable items Certain items cannot be returned, including custom or personalised products and gift cards. Sale items are non-refundable. Please contact us with any questions about a specific item.

Exchanges The fastest way to get what you want is to return the item you have and, once the return is accepted, place a separate order for the new item.

Refunds We'll notify you once we've received and inspected your return and let you know whether the refund is approved. If approved, you'll be refunded automatically to your original payment method within 10 business days. Your bank or card provider may take additional time to process and post the refund. If more than 15 business days have passed since approval, please contact us at contact@charmsy.fr.