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Deliveries & Returns

We’ve extended our Returns Policy for 2017. Orders placed in 2017 can be returned up until 28 days subject to our normal Returns Policy.

At Charm Heaven, we are committed to selling high-quality products that we hope you will enjoy wearing but we also know that, for one reason or another, there may be a time when you need to exchange or return something you've bought.

If you would like to return an item, please view the following instructions:

I’ve changed my mind

Items purchased from Charm Heaven are covered by our 7 day money back guarantee.  If you are not happy with your item you have 7 days to notify us in writing with the following information for a full refund:

    * order number from original confirmation email;

    * your name and address.

Items that are returned must be new and unused, in original boxes and with all paperwork, parts and accessories.

If you would like to return your item/s, please send an email to customercare@charmheaven.co.uk with the following information and we'll provide you with instructions on how to return the item/s –

    * order number from original confirmation email;

    * your name and address;

New and unused means that there are no scratches, marks, blemishes on the item; there are no signs of wear on the product; and the product must not be altered in any way.

We will not refund the cost of gift-wrapping, your costs in returning the item to us and other services provided to you in connection with your purchase.

The item is your responsibility until it has reached us. We recommend that you send the item using a recorded delivery service that insures you for the value of the item. 

I’ve received the wrong item

If you have not received the item that you originally ordered, please contact customercare@charmheaven.co.uk with the following information:

    * order number from original confirmation email;

    * your name and address;

    * details of the item you have received and details of the item you ordered.

We will advise you on how to proceed with the return. Items must be returned in new and unused condition, in the original boxes and with all paperwork, parts and accessories.

The item I have received is faulty

If the item you have received is faulty, please contact customercare@charmheaven.co.uk immediately (within 48 hours of delivery) with the following information

    * order number from original confirmation email;

    * your name and address;

    * details of the item you have received.

We will advise you on how to proceed with the return. Items must be returned in new and unused condition, in the original boxes and with all paperwork, parts and accessories.

Cancellations

Under the Distance Selling Regulations, you have a right to cancel your order for any item(s) purchased from Charm Heaven for a full refund.

To cancel, you must email customercare@charmheaven.co.uk or write to us (see contact us for details) within seven working days* of delivery of your item(s), quoting your order number. If your item is still ‘awaiting dispatch’ (this can be found on our ‘Order Tracking' page) it may be possible to cancel the order before it is shipped. If however the item has already been dispatched, you will need to return the order to us.

If this is the case, please read the “I’ve Changed My Mind” section above.

Delivery 

You will be notified of the delivery costs automatically before you submit your credit card details.

UK 1st Class Recorded:  Aims to delivery within 3 working days – £2.95.

Mainland Europe: – Aims to deliver within 7 working days – £40.

A signature may be required, so please specify an address where someone will be able to sign for your products. We make every effort to deliver goods within the estimated timescales, however delays are occasionally inevitable due to unforeseen factors. Charm Heaven shall be under no liability for any delay or failure to deliver the products within estimated timescales. If the Products are not delivered within the estimated delivery time which we quote, please contact us by telephone or email and we will try and ensure that you receive your order as quickly as possible.

Please note that while items sent by Royal Mail usually arrive within 1-3 days, Royal Mail stipulate that only items still not delivered after 15 working days can be officially classified as lost. 

Please order from Charm Heaven with enough lead-time to prevent any loss or disappointment resulting from the delivery time as Charm Heaven cannot be responsible.

Feedback: If you have any comments, queries or complaints about our Privacy Policy, please do not hesitate to contact us at: customercare@charmheaven.co.uk 

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