FAQ
If you can't find the answer to your question, please contact us.
Products
Will the jewelry get tarnished?
All our charms are made of copper. They're built to last but can become dull over time. So special care must be taken on a daily basis. Avoid water and chemicals such as make-up or hair products to keep the product in good condition.
Our chains are made of stainless steel and are therefore water-resistant. However, we recommend avoiding water and chemicals to prevent tarnishing.
Please note that the acidity (pH) of certain skins, as well as perspiration, can tarnish and damage your jewelry, leaving marks and sometimes even darkening the skin. We cannot be held responsible.
Can I wear my jewelry underwater?
We recommand removing your jewelry before any contact with water. Limescale, perspiration and perfume may cause them to lose some of their shine over time.
How do I take care of my jewelry?
To keep your jewelry looking its best, gently clean it with a soft toothbrush and water, avoiding the use of any cleaning products. After rinsing, dry it thoroughly with a clean cloth and finish by polishing it with a microfiber cloth for extra shine. Avoid wearing your jewelry in the shower or while sleeping to protect it from moisture and chemicals.
How to assemble my jewelry?
-Grab two flat-nose pliers (shop here)
-Hold the jump ring with one pair of pliers on each side of the opening.
-Open the ring by twisting it sideways (like swinging a door), never by pulling it apart front to back, as this could distort its shape.
-Attach your charm to the charm base, then close the ring the same way.
-Repeat the process until all the charms are attached, and your jewelry looks just the way you want it.
Orders & Tracking
Where do you ship to?
Please consult the complete list of countries we ship to on our Shipping & Returns page.
What are the shipping fees and delivery timeline?
Please consult the approximate shipping times on our Shipping & Returns page.
Can I cancel or update my order? Or change my shipping address?
Order cancellations or adjustments are not possible once the order has been placed. It is also not possible to change the delivery address.
How can I track my order?
To track your order, please refer to the shipping confirmation email you received. It includes a link to follow your package in real-time.
If you haven’t received your confirmation, or if you have any issues, please contact us at charmeezteam@gmail.com.
I think my parcel has been lost. What should I do?
If your parcel has been lost or damaged, please contact charmeezteam@gmail.com so that we can help you.
Payment
What payment methods do you accept?
We accept Visa, Mastercard, and American Express cards, as well as payments via Apple Pay, Google Pay, Paypal and Shop Pay.
Will I be charged duties, taxes and any other fees?
Customs fees might apply when your parcel arrives, depending on the destination. These charges are determined by the customs authorities of the recipient's country and can vary based on local regulations and policies.
Exchanges & Returns
Do you allow for exchanges or returns?
We do not do exchanges. If an item does not suit you, you must return it for a refund and place a new order.
What is the return & exchange policy?
We have a 14-day return policy. Which means you have 14 days from the date of receipt of the parcel to request the return of one or more items.
After this legal deadline, your refund will not be processed.
On receipt of the parcel in our premises, the refund will be made according to the method of payment used for your order, within 3 to 14 days.
Please note that we do not make exchanges.
How much is the return shipping fee?
Returns are free at Charmeez.
When will I receive my refund?
Once your return has been received, it takes 5 to 7 working days for it to be processed. Refunds will then be made within 3 to 14 days, using the original method of payment.
What should I do if I receive defective jewelry?
We apologize for the inconvenience.
If you receive defective or non-compliant jewelry, please contact us via email at charmeezteam@gmail.com. Be sure to include your order number and attach a photo of the item in question.
Claims for defective items must be submitted within 72 hours of delivery.
Once our quality team reviews and approves your claim, we will issue a refund to the original payment method used during purchase.
What should I do if an item is missing/wrong in my order?
If your order is missing a jewel, please send us an e-mail to charmeezteam@gmail.com.