Return & Refund Policy

Last updated: November 26, 2025

At Just Charms, we are committed to providing a transparent, fair, and easy-to-understand return and refund process for our customers. This policy outlines the procedures, eligibility criteria, timelines, and customer responsibilities to ensure clarity and a smooth shopping experience.

1. Overview

Just Charms aims to ensure customer satisfaction through a clear returns and refunds process. Customers can return items for both defective and non-defective reasons within a specified period. We do not charge a restocking fee for returned items, and exchanges are accepted under the conditions described below.

Key Points:

  • Return window: 30 days from delivery date
  • Refund window: 10 business days after receipt of returned item
  • Restocking fee: 0%
  • Returns accepted for both defective and non-defective items
  • Exchanges are allowed

2. Eligibility for Returns

To be eligible for a return:

  • Items must be returned within 30 days of receiving the order.
  • Products must be in their original condition, including packaging, tags, and any accessories.
  • Both defective and non-defective items are eligible for returns.

Note: Items showing signs of wear, damage, or missing components may not be eligible for a full refund.

3. Types of Returns

Defective or Damaged Items

If an item is defective or damaged:

Contact our support team within 48 hours of delivery at info@justcharms.co.uk
or +44 7438 436875.

Provide:

  • Order number
  • Item name
  • Description of the issue
  • Photos of the defect or damage

Our support team will guide you through the return or exchange process. Shipping for defective items remains the customer’s responsibility.

Resolution Options:

  • Full refund to the original payment method
  • Exchange for the same or a similar item

Non-Defective Items

Returns for non-defective reasons are allowed under the following conditions:

  • Item must be unused and in original packaging.
  • Returns must be initiated within 30 days of delivery.

Refunds for non-defective items will be processed after we receive and inspect the item. Customers are responsible for the return shipping cost.

4. Return Process

To return an item, follow these steps:

Contact Customer Support 

  • Email: info@justcharms.co.uk
  • Phone: +44 7438 436875

Provide Return Information

  • Order number
  • Item(s) being returned
  • Reason for return

Receive Return Instructions
Our support team will provide the return address and any necessary shipping instructions.

Ship the Item
Customers are responsible for safely packaging and shipping the item.

Confirmation of Return
Once we receive the returned item, it will be inspected to ensure it meets the return criteria.

Return Shipping & Return Label Responsibility

Change of Mind:
• Customer is responsible for the return shipping cost.
• Customer must print and attach the return label.

Wrong Color/Style Ordered by Customer:
• Customer is responsible for the return shipping cost.
• Customer must print and attach the return label.

Damaged Item Received:
• Just Charms will cover the return shipping cost.
• Customer will print the label; Just Charms will cover the courier fee.

Incorrect Item Sent by Ales Nova:
• Just Charms will cover the return shipping cost.
• Just Charms will provide a return label link; customer only needs to print and attach it.

5. Refunds

Processing Refunds

  • Refunds are issued to the original payment method used during checkout.
  • Refunds are processed within 10 business days of receiving and inspecting the returned item.

Refund Amount

  • The refund will include the purchase price of the returned item(s).
  • Shipping fees paid at checkout are non-refundable unless the item was defective or incorrectly shipped.

Refund Delays

  • Refunds may take additional time depending on the bank or payment provider.
  • Contact our support team for assistance if a refund has not appeared after 10 business days.

6. Exchanges

  • Exchanges are accepted for items of the same type or equal value.
  • The exchange process follows the same procedure as returns.
  • Customers are responsible for shipping costs associated with exchanges.
  • Exchanges are not processed until the returned item is received and inspected.

7. Customer Responsibilities

Customers are responsible for:

  • Providing accurate return shipping information
  • Ensuring returned items are packaged securely to avoid damage
  • Paying for return shipping costs unless otherwise instructed for defective items

Lost Packages: Just Charms is not responsible for items lost in transit due to incorrect addresses or inadequate packaging by the customer.

8. Special Cases

  • Partial Returns: If only part of an order is returned, the refund will correspond to the items returned.
  • Multiple Items: Each item must meet eligibility requirements individually.
  • Peak Season Returns: During high-volume periods (e.g., holidays), processing may take longer.

10. Contact Support

For assistance with returns, refunds, or exchanges:

  • Email: info@justcharms.co.uk
  • Phone: +44 7438 436875

Our support team is available Monday – Friday (9:00 AM – 5:00 PM) (GMT+0).

11. Additional Notes

  • Returns for items that do not meet eligibility criteria may be refused.
  • Customers are encouraged to retain shipping receipts and tracking numbers for all returned items.
  • Just Charms reserves the right to update this policy at any time; updates will be posted on the website.

Business Details

Business Name: Just Charms
Business Hours: Monday – Friday (9:00 AM – 5:00 PM) (GMT+0)
Business Phone: +44 7438 436875
Business Email: info@justcharms.co.uk
Business Address: 200 Church Rd, London E10 7BQ, United Kingdom