Refund policy
We want you to feel confident shopping with Swiss Charms. If you change your mind about an eligible item, you may request a return within the window below.
If something arrived damaged, defective, incorrect, or incomplete, please contact us so we can make it right.
Return Window
You may request a return within 30 days of delivery.
Return Eligibility
To qualify for a standard return, an item must generally be:
- Unused and unworn
- In its original condition
- Returned with its original packaging when reasonably possible
- Associated with a valid Swiss Charms purchase that we can locate
Your order number or the email address used for your order is usually enough for us to identify your purchase.
Please contact us before sending anything back. If your return is approved, our support team will provide the correct return instructions and return address.
Please do not mail a return to an address that has not been provided or approved by Swiss Charms. Items sent to an incorrect or unauthorized address may not be received or processed.
Items That Are Not Eligible for Change-of-Mind Returns
The following items are generally not eligible for a standard change-of-mind return:
- Personalized, engraved, photo, or other custom-made products
- Gift cards
- Items specifically marked Final Sale
- Items that have been worn, used, altered, or damaged after delivery
An item being discounted, on sale, or part of a promotion does not automatically make it Final Sale unless the product or offer specifically states otherwise.
These exclusions do not prevent us from helping if an item arrives damaged, defective, incorrect, or materially different from what was ordered.
Damaged, Defective, Incorrect, or Missing Items
If your order arrives damaged, defective, incorrect, or incomplete, please contact us as soon as possible.
Examples include:
- A charm arriving broken or defective
- Receiving the wrong charm, color, style, or variation
- Missing items from your shipment
- A promotional item you qualified for being omitted
- A personalized or custom item being materially incorrect, unreadable, or defective
We may ask for one clear photo when it helps us verify the issue or document a quality-control problem, but our goal is to keep the process simple.
Depending on the situation, Swiss Charms may offer an appropriate:
- Replacement
- Remake
- Refund
- Other reasonable resolution
You will not be required to place another order in order to receive an item that was missing from an order you already paid for or qualified to receive.
Return Shipping
For standard change-of-mind returns, the customer is responsible for return shipping costs.
If a return or replacement is necessary because of a Swiss Charms error, such as receiving a damaged, defective, or incorrect item, we will provide the appropriate resolution and will not require you to pay return shipping simply to correct our mistake.
Please wait for return instructions from our support team before mailing anything back.
For information about original shipment delivery times, tracking, and carrier-related issues, please review our Shipping Policy.
Refunds
Once an approved return has been received and reviewed, we will notify you of the refund status.
Approved refunds will be issued to the original payment method.
After Swiss Charms issues a refund, your bank, card issuer, or payment provider may require additional time for the funds to appear in your account.
Please allow up to 10 business days after the refund is issued for normal payment processing.
If more than 15 business days have passed since we confirmed that your refund was issued and you still do not see it, please contact our support team.
A refund is not considered issued until Swiss Charms has actually processed it.
Additional purchase terms can be found in our Terms of Service.
Order Cancellations and Changes
If you need to cancel or modify an order, please contact us as quickly as possible.
We will make a reasonable effort to help if the order has not yet been fulfilled, but changes and cancellations cannot be guaranteed once processing or fulfillment has begun.
If an order has already shipped, the standard return rules in this policy may apply.
Personalized and Custom Products
Because personalized and custom products are made specifically for you, they are generally not eligible for a standard change-of-mind return.
This includes products such as our Custom Image Charm and other personalized items.
However, if the customization is:
- Incorrect
- Materially defective
- Unreadable
- Significantly different from what was ordered
please contact us.
Depending on the circumstances, we may offer a remake or refund.
Manufacturing Defects
Swiss Charmswill review manufacturing defects reported within 30 days of delivery.
Manufacturing defects may include products that arrive:
- Broken
- Materially defective
- Incorrectly manufactured
- Unusable due to a production issue
Normal wear and tear, accidental damage, misuse, or damage caused by excessive force are not considered manufacturing defects.
If you believe your item has a manufacturing defect, contact us with your order information and a description of the issue. We may request one clear photo when useful.
If the issue qualifies, we may replace or refund the affected item at no additional cost.
Optional Lifetime Warranty
Swiss Charms may offer an optional Lifetime Warranty for eligible purchases.
The optional Lifetime Warranty is separate from the standard return and defect protections described in this policy and is subject to its own terms and coverage.
Purchasing a Swiss Charms product does not automatically mean that the optional Lifetime Warranty was included unless it was specifically purchased or provided with the order.
If you purchased Lifetime Warranty coverage and need assistance, please contact our support team.
Exchanges
We do not currently offer a standard direct-exchange program for ordinary change-of-mind returns.
If you simply want a different product, you may return an eligible item for a refund and place a new order separately.
This does not apply when Swiss Charms is correcting:
- A wrong item
- A damaged or defective item
- A missing item
- Another fulfillment error
In those situations, our support team will provide the appropriate resolution.
Membership Purchases
This policy primarily governs physical products purchased through Swiss Charms.shop.
Charm Club subscription charges, membership cancellations, and membership-related refunds are governed separately from standard physical-product returns.
If you need help with your Charm Club membership, please contact our support team.
Shipping and Delivery Issues
Shipping delays, lost packages, tracking issues, packages marked delivered but not received, and other carrier-related situations are covered in greater detail in our Shipping Policy.
You can also check the latest available tracking information through our Order Tracking Page.
If you have an active delivery problem, you do not need to resolve the issue directly with the carrier before contacting Swiss Charms.
Questions or Support
For returns, refunds, damaged items, missing items, warranty questions, or other order-related concerns, please contact our customer support team.
Email: infoswisscharms@gmail.com
When possible, please include your order number and the email address associated with your order so our team can locate it quickly.
You can also review our Frequently Asked Questions for answers to common product and order questions.