Returns, Exchanges and Our Warranty
We’re confident that you will love your Charlotte’s Web creation, however if you find that any item you have ordered is unsuitable, then don’t worry, we have a flexible exchange or refund returns policy.
You may exchange, cancel your order or return any full priced product to us within 21 days of the date printed on your dispatch note. Sale items must be returned within 14 days of the date of dispatch. Return postage will be at the customer’s own expense.
Returns and Exchanges
Bespoke / Customised Items
We cannot exchange or refund custom made items, it is also not always possible to re-size, so please ensure sizes are correct before ordering. We'd suggest using our ring sizer gauge before ordering.
How do I return or exchange an item?
When returning any goods, please notify us by email at email@example.com within 7 days of receiving your order. For Christmas orders placed from the 17th of November customers have until the 12th of January 2024 to complete a return.
Please carefully repack your order using the original packaging, there is a handy sticky strip for you to re-seal the box.
You will need to include a note stating your name and order number and whether you require an exchange or a refund.
Please add your name on the back of the box.
Please post the parcel back to us and obtain a free proof of posting receipt. We regret that we cannot take responsibility for items that fail to reach us or are insufficiently wrapped.
We recommend that you take a copy of your dispatch note before returning it with your items.
Please note: For hygiene reasons we regret that earrings for pierced ears are not returnable once opened.
14 Parkhurst Fields
We are more than happy to refund and exchange all products returned to us, provided they are in fully resalable condition.
We will gladly send an exchange on any of our goods to you, free of charge and subject to availability.
If you request a refund, we will refund the amount paid for your products to your original payment method within 14 days of receiving your return.
If we find that the product has not been returned to us in fully resalable condition, we reserve the right to refuse a refund on the item. In this case, you must bear the cost of returning the item to us.
All Charlotte’s Web Jewellery comes with a 1-year warranty for peace of mind; during this period, we will repair or replace any piece of jewellery showing material or manufacturing defects at no cost to you. We will also re-plate any of our gold plated jewellery free of charge. Kindly note that our guarantee does not cover wear and tear, damage caused by incorrect storage, or accidents that result in scratches or damaged settings.
After a year, we will continue to repair (where possible) and re-plate your Charlotte’s Web Jewellery for a nominal fee plus postage. We will advise you of the cost before carrying out any work.
For further information, please do not hesitate to contact us.
When returning goods from outside of the UK please make sure you tick that it's a return on the customs form as this will avoid custom taxes being levied.