Refund policy
We’ve made the return process simple, just in case you’re not 100% satisfied.
Eligibility & Potential Fees
Returns can be requested within 15 days from the date you have received all items in the same order.
Your return package must be shipped within 7 days from the date we send you the return instructions.
All items must be unused and in their original condition, with the original packaging and all tags attached.
The original shipping fee is non-refundable in most cases. The original shipping fee refers to the actual shipping cost that we pay to the logistics company to ship your order, not necessarily the shipping fee you paid when placing the order.
Unless the return is due to a quality issue or a problem with the order, Charmendo does not cover return shipping costs.
Please also note that Charmendo is not responsible for customs duties on returned package(s).
How to Start a Return?
You can start a return by sending a request email to us at:
Please briefly let us know the reason for the return.
We will get back to you very soon, within 6 hours at most, with detailed return instructions.
Please note that items sent back to us without first requesting a return will not be accepted.
How to Ship the Item(s) Back?
Since the return address may vary depending on the ordered item(s) and the customer’s location, please contact us first to initiate a return request. We will then send you detailed return instructions within 6 hours.
In general, please pack all items you want to return in their original packaging and include a slip with your order number written on it.
You may choose the most affordable shipping method available in your location, but the shipment must include a tracking number.
Please return the package within 7 days of receiving the return address.
Once you have shipped the package, please let us know the tracking number. We will follow up with you once we have received the package at our facility.
Where Is My Refund?
After your return request has been processed and the item(s) have been returned to our facility, please allow up to 7 days for the refund to be issued to your original payment method.
The original shipping fee is non-refundable.
Exchanges
Please contact us at:
to start an exchange request.
We will get back to you very soon, within 6 hours, with detailed instructions.
What Is Not Accepted for Return?
The following items cannot be returned:
- Final sale items.
- Made-to-order items.
- Custom-made items.
- Items marked as non-returnable.
- Free gifts.
Please get in touch if you have any questions or concerns about your specific item.
Additional Important Information
Expedited shipping time cannot be guaranteed during the holiday season, as courier companies such as UPS, FedEx, and DHL may not be able to fulfill or guarantee delivery times.
Please do not send your return package to the sender’s address shown on your package. This is not the address of our return facility and may affect the processing of your return. You should only send your return package to the address provided in the return instructions, even if you are using your own shipping method.
Please make sure you do not accidentally include non-Charmendo items in your return package. Charmendo will not be responsible for sending those items back to you.
Express shipping fees cannot be refunded for returns made for personal reasons.
Charmendo cannot refund holiday-related items due to late arrival, as shipping time is outside of our control. We recommend purchasing all holiday-related items at least 20 days before the holiday.
Charmendo has multiple warehouses worldwide. We cannot guarantee that your order will be shipped from the warehouse closest to your location due to stock availability. Please note that shipping time cannot be guaranteed.
Please request order cancellation as soon as you decide to cancel your order by contacting our customer service. Once the package has been sent out from our warehouse, we will not be able to recall it, and order cancellation will not be granted.
Still Need Help?
If you need additional support, please contact us at: