FAQ's
FREQUENTLY ASKED QUESTIONS
REFUNDS & EXCHANGES
DO YOU OFFER REUNDS/ EXCHANGES?
Return and Exchange Policy
Due to the customised nature of our charms and Crocs, which are personally attached by our team, we do not offer refunds, exchanges, or returns at this time. However, if you receive a product that is damaged or faulty, please contact us at info@charmmecreations.com.
To process your request, please provide:
- A video showing the product from all angles
- Your order number
- A brief explanation of why you'd like to return the item
We will review your submission and get back to you promptly.
ORDERS
MY CROCS ARRIVED AND THEY DO NOT FIT ME
As stated in our policy, we do not offer exchanges as crocs are custom made. Please refer to the size guide for reference.
I PLACED AN ORDER CAN I ADD MORE ITEMS?
Once your order is placed, we are unable to add on any items. You will have to place another order.
I PURCHASED TWO SEPARATE ORDERS CAN THEY BE COMBINED?
Depending on the time the second order is placed, we may or may not be able to combine them. If we can combine them, you will not be able to be refunded for the second shipping payment.
CAN I CANCEL MY ORDER?
Due to how quickly we package and process orders, it is not possible to cancel your order.
CAN I CANCEL ITEMS FROM MY ORDER?
Due to how quickly we package and process orders, it is not possible to cancel your order.
THE ITEM I WANT IS OUT OF STOCK
We are aware that an item may not be in stock, we restock items monthly, subscribed to be kept up to date. We do not offer preorders at this moment in time.
MY CHARM BROKE, WHAT SHOULD I DO?
We are not responsible for any broken charms once in your care. Please be careful with your charms as they are jewellery pieces. You can visit our instagram page in our highlights, to show you have to safely remove your charms.
SHIPPING
HOW LONG DOES SHIPPING TAKE?
All orders take a standard of 1-3 business days to process, excluding weekends & holidays.
We only offer First Class Tracked Delivery via Royal Mail
DO YOU SHIP WORLDWIDE?
YES! We now ship worldwide!
HOW MUCH IS SHIPPING?
Charms- First Class Tracked Delivery is calculated at checkout
Crocs- First Class Tracked Delivery is calculated at checkout
DO YOU OFFER SAME DAY DELIVERY?
Unfortunately, we do not offer same day delivery. If you wish to use our same day collection service, please contact us info@charmmecreations.com or send us a dm @charmme_creations
WHAT DO I DO IF I USE THE WRONG ADDRESS?
Due to how quickly we package and process orders, it may not be possible to change your address. If this is the case though, please contact info@charmmecreations.com urgently.
I DID NOT RECEIVE A CONFIRMATION EMAIL/ TRACKING NUMBER WHAT DO I DO?
Before contacting us, please check your spam and junk mail . If you are still unable to locate it, please email us info@charmmecreations.com, with the following information:
Name, Email and Address
MY PACKAGE IS LOST
Each customer is provided with a reference number which can be used to find out the location of your package. Please contact Royal Mail directly.
PAYMENT
WHY CAN I NOT USE APPLE PAY?
At the moment, online payments are taken via Paypal, if this is an issue, please contact us info@charmmecreations.com or send us a dm @charmme_creations for alternative payment methods.
CAN I PAY CASH?
Cash payments are only accepted when an agreed arrangement for collection has been made. Cash payments are also accepted at our Pop Up Shops.
We require payment in full before we start any customisation process
Didn't find what you were looking for? Feel free to contact info@charmmecreations.com