Refund policy

We want you to be completely satisfied with your purchase. If for any reason you are not happy with your order, we're here to help! Please read our return policy below:

1. Returns

• We accept returns within 10 days from the date of delivery.
• Items must be in their original condition and unused, with all tags and packaging intact.
• Personalised or custom items cannot be returned unless they arrive damaged or defective.

2. Refunds

• Once your return is received and inspected, we will process a refund to your original payment method within 7-10 business days.
• Shipping costs are non-refundable unless the item is faulty or we made an error with your order.

3. Exchanges

• We do not accept exchanges

4. Damaged or Defective Items

• If your item arrives damaged or defective, please contact us immediately with photos of the damage. We will arrange for a replacement at no additional cost to you..

5. How to Return an Item

• To initiate a return, please email us at Charellagifts@gmail.com with your order number and reason for the return.
• We’ll provide you with a return shipping address and further instructions.
• Please note that return shipping costs are the responsibility of the buyer, unless the return is due to an error on our part.

6. Non-Returnable Items

• Gift cards, clearance, and final sale items are non-returnable.
• Customised or personalised products (unless defective) are not eligible for return.

7. International Returns

• For international orders, the return process is the same as above; however, you will be responsible for return shipping fees. Duties and taxes may also apply.

8. Contact Us

If you have any questions or concerns, please don’t hesitate to reach out to us at Charellagifts@gmail.com  We’re here to help!

Thank you for shopping at Charell