Refund policy

Last updated: November 10, 2026

We want you to be happy with your charm. If you are not, here is exactly what happens.

Return window

You have 30 days from the day your order is delivered to request a return. Items must be unused, in their original packaging, and in the same condition you received them.

How to start a return

Email us at rolisozdaymond@gmail.com or use the contact form on our website with your order number and, where relevant, a photo. Do not send anything back before contacting us — returns sent without instructions cannot be tracked to your order and cannot be refunded.

We answer within one business day and will tell you whether anything needs to be posted back. For small items such as charms, we usually do not ask you to return them.

Damaged, faulty or wrong items

If your charm arrives damaged or faulty, or we sent the wrong item, send us a photo within 30 days of delivery. We will send a replacement or refund you in full, including original shipping. You pay nothing and you do not need to post the item back.

Change-of-mind returns

If you simply do not want the item, you may return it within 30 days of delivery. Return shipping is paid by you, and the original shipping charge is not refunded. The refund is issued once we confirm the item has been returned in its original condition.

Non-returnable items

Items returned more than 30 days after delivery.
Items that have been used, worn, or are missing their original packaging.
Sale or clearance items marked as final sale on the product page.
Gift cards.

Cancellations

Contact us as soon as possible if you want to cancel. Orders can usually be cancelled for a full refund within 24 hours of purchase, before they are dispatched. Once an order has shipped it cannot be cancelled, but it can be returned under the terms above.

Orders that never arrive

If your parcel has not arrived 30 business days after dispatch, contact us and we will refund or resend it. See our shipping policy for typical delivery times — most parcels take 10–20 business days, so please check the tracking before assuming a parcel is lost.

Exchanges

The fastest way to exchange a charm is to request a refund for the one you have and place a new order for the one you want. Contact us first and we will make sure the two are handled together.

Refunds

Approved refunds are issued to your original payment method. We process refunds within 2 business days of approval; your bank or card provider may take a further 5–10 business days to post it to your account. We will email you when the refund is sent. If you have not seen it 10 business days after that email, contact us and we will follow it up.

Your legal rights

This policy does not limit any rights you have under applicable consumer protection law, including rights that apply if goods are faulty, not as described, or not delivered within the agreed timeframe.