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.
If you’re looking to return your item, we’re happy to either exchange or refund this if returned within 21 days of receiving your order. Please note this excludes earrings and personalised items.
All items must be returned unworn, in their original packaging with the order note. Please carefully repack your order using the original packaging. There is a handy sticky strip for you to re-seal the box.
Once your return is back with us, please allow 7-10 working days for our team to process this.
Returns and Exchanges
EXCHANGES:
Please return your order, include a note with order number and new item/size required. We will then send the requested item/size, subject to availability, and provide new tracking details. If any additional payment is required, we will contact you.
REFUNDS:
Please return your order, include a note requesting a refund with your order number.
We will refund the amount paid for your products to the original payment method within 7-10 working days.
INTERNATIONAL RETURNS:
If returning from outside the UK, please tick ‘returned goods’ on the customs form as this will avoid custom taxes being levied.
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.
RETURNS ADDRESS:
Charlotte’s Web
14 Parkhurst Fields
Churt
Farnham
Surrey
GU10 2PG
*Return postage will be at the customer’s own expense; please keep a proof of postage receipt. We regret that we cannot take responsibility for items that fail to reach us or are insufficiently wrapped.
If you have any issues, please do not hesitate to email info@charlotteswebuk.com quoting your order number, and we will help you with any questions you might have.
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.
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.
International Returns
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.