Refund policy

At Family Charms, we want you to shop with confidence. Below you’ll find details of both your statutory rights under UK law and our own 30-day return guarantee.

🔹 Your Statutory Right to Cancel (UK Law)

Under the Consumer Contracts Regulations 2013, you have the right to cancel your online order within 14 days of receiving your items.

If you cancel within this period, you will receive a refund of the item(s) price plus the cost of standard delivery (if delivery was paid).

You are responsible for the cost of returning the goods unless the item is faulty, damaged, or incorrect.

🔹 Our 30-Day Return Guarantee

In addition to your legal rights, we offer a 30-day return policy to give you extra peace of mind.

You may return your item(s) within 30 days of delivery for a refund or exchange.

Items must be unworn, unused, and in their original packaging.

Personalised, engraved, or custom-made charms are non-returnable, unless faulty or incorrect.

🔹 Damaged, Faulty, or Incorrect Items

Please check your order upon arrival.

If your charm is defective, damaged, or the wrong item, contact us immediately at info@familycharms.co.uk  with your order details and photos.

In these cases, we will arrange a replacement or full refund, and we will also cover all postage costs.

🔹 How to Return an Item

Email us at info@familycharms.co.uk with your order number and reason for return.

Once approved, please post your item to:

M ALI
341 Cavendish Road
London
SW12 0PQ

Please note: Customers are responsible for return postage costs unless the item is faulty, damaged, or incorrect. We recommend using a tracked service, as we cannot be held responsible for items lost in transit.

🔹 Refunds

Once we receive and inspect your return, we’ll notify you by email.

If approved, refunds are processed within 5–7 working days to your original payment method.

Please note: shipping costs (beyond the standard delivery option) are non-refundable.

Final Note

Our goal is to ensure you shop with confidence. If you have any questions or need further assistance, please don’t hesitate to reach out — we’re always happy to help!

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.