Returns, Exchanges and Our Warranty
Need to return an item? We're happy to help.
Eligible items can be returned within 21 days of receiving your order for a refund or exchange.
Please allow 7–10 working days for your return or exchange to be processed once it has been received by our team.
Please note: Personalised items cannot be returned. Sample Sale and Last Chance items may not be eligible for return or exchange. Please see our Terms & Conditions for full details.
Returns and Exchanges
RETURN ADDRESS:
Please send your return to:
Charlotte's Web
14 Parkhurst Fields
Churt
Farnham
Surrey
GU10 2PG
Before you send your return:
- Return postage is the customer's responsibility.
- Please keep your proof of postage until your return has been processed.
- Items must be returned in a fully resalable condition. We reserve the right to refuse a refund if an item has been worn, damaged or returned in an unsuitable condition.
- We cannot accept responsibility for items that are lost in transit or damaged due to insufficient packaging.
EXCHANGES:
Need a different size or another item?
- Return your item within 21 days of receiving your order.
- Include a note with your order number and the item or size you'd like instead.
- We'll send your replacement (subject to availability).
- If there's a price difference, we'll contact you before processing your exchange.
REFUNDS:
- Return your item within 21 days of receiving your order.
- Include a note with your order number and let us know you would like a refund.
- Refunds will be made to your original payment method.
INTERNATIONAL RETURNS:
If you're returning an order from outside the UK, please mark your customs declaration as "Returned Goods". This helps avoid customs charges being applied to your return.
BESPOKE / PERSONALISED ITEMS:
We cannot exchange/refund personalised items, and it is not always possible to re-size spinning rings, so please use a ring sizer before ordering and double check all personalisations.
NEED HELP?
If you have any questions about your return, please email info@charlotteswebuk.com and include your order number. Our team will be happy to help.
Our Warranty
All Charlotte’s Web Jewellery comes with a 1-year warranty for peace of mind. Wherever possible, we will repair your jewellery free of charge within 1 year of purchase. If a repair isn’t possible, we’ll be happy to offer a replacement or store credit. 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.
For further information, please do not hesitate to contact us.