Delivery & Return Policy

Delivery Information

We are delighted to bring the perfect charm to your door! Here is what you need to know about how we process and ship your order.

  • Shipping Process: Once your order is placed, our team takes up to 3 business days to prepare, package, and quality-check your charms. Business days are Monday to Saturday, excluding UAE public holidays.
  • Delivery Timeframe: After the preparation period, all orders are delivered within 2 business days for local delivery within the UAE. Currently, we only offer delivery within the United Arab Emirates (all seven Emirates).
  • Delivery Fees: * Free Delivery on orders of AED 180 and above.
    • A flat delivery fee of AED 18 applies to orders below AED 180.
  • Proof of Delivery: For all deliveries, a proof of delivery receipt must be signed or confirmed by the registered customer at the delivery address.
  • Tracking: All orders are shipped with tracking. You will receive a link to track your order once it leaves our facility.

Payment Confirmation

Upon successful payment through our website, you will receive a Payment Confirmation via email immediately (typically within 5 minutes). This serves as your receipt and confirmation that your order has been received.

Cancellation Policy

  • Customer Cancellation: An order may be cancelled by the customer within 2 hours of placing the order, provided the order has not yet entered the "Preparation" stage.

  • Conditions: To request a cancellation, please email askthecharmers@thecharmerie.co immediately. If approved, a refund will be processed to the original mode of payment.

  • Merchant Cancellation: The Charmerie reserves the right to cancel orders due to stock unavailability, payment authorization issues, or suspected fraudulent activity.

Returns Policy

We want you to be absolutely thrilled with your new charms. If something isn't quite right, here's how we can help.

Eligibility for Returns

  • Timeframe: You have up to 7 days from the date you received your order to initiate a return.

  • Condition: Items must be returned in their original condition, unworn, unused, and in their original packaging.

  • Sale Items: No returns or exchanges are permitted on items purchased during a sale or marked as final sale.

  • Exclusions: Due to hygiene reasons, we do not accept returns on earrings or personalized items unless they are faulty.

How to Initiate a Return

  • Contact Us: Please email us at askthecharmers@thecharmerie.co with your Order Number and the reason for the return or exchange.

  • Return Approval: We will review your request and provide you with instructions on how and where to send your package.

  • Shipping: Customers are responsible for the return shipping costs of AED 18, unless the item arrived damaged or incorrect.

Refunds

Once we receive and inspect your returned item:

  • If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment.

  • Processing Time: Refund amounts will be processed and credited back to your account within 10 to 45 business days, depending on the issuing bank of the credit/debit card.

 

For any questions regarding your delivery or to initiate a return, please contact us at askthecharmers@thecharmerie.co.