Refund policy

Faulty items only

We accept returns on defective products only. If your jewellery arrives faulty or damaged, or we have built it differently from your order, we will put it right at our cost.

• We are unable to accept returns for a change of mind, including on pre-made pieces.
• Custom built pieces are personalised and crafted just for you, so they are final sale unless faulty.
• Please note: due to hygiene, earrings cannot be returned unless faulty.
• Gift vouchers are considered final sale and cannot be returned.

Commitment to quality

For all pieces, pre-made and customised, we are committed to providing you with high quality products. However, in the unfortunate event that your jewellery arrives faulty please notify us immediately so we are able to resolve this issue for you. Additionally, if you experience any quality issues please contact us as soon as possible at hello@thecharmlabco.com.

How to make a return

1. Email hello@thecharmlabco.com with your order confirmation number and details of the fault.
2. Package your item. Once you have received confirmation from us, post your item back to the address we provided you with. Ensure your name is clearly written on the package, include the original receipt and keep proof of postage.
3. Once we have received and inspected your returned item we will repair or replace it, or process your refund within 3–5 business days.

Important notes

• We cover all return postage for faulty or damaged items.
• Original shipping costs are non-refundable.
• Unauthorised returns: The Charm Lab is not responsible for any items shipped to us without prior notification and approval.
• Please note that banks and credit card suppliers may take additional time to credit your account once we process your refund.