Refund policy

At Charm and Stone we make sure every item is well packed when dispatched.

Once your parcel has left Charm and Stone the goods are the property of our courier. We are not legally responsible for lost, stolen or damaged during shipping goods including parcels left at the nominated address if you are not present at time of delivery.

We suggest you make sure all items are well-received and are not faulty when you receive your packages. We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

We are accepting items for return under the following condition:

  • Wrong item received.
  • Faulty items received.

*Please note that: all stones and crystals are unique, and may have slight variances in color and characteristics from the image shown.

  • Please inspect your order upon reception and contact us immediately if you believe the item is defective, or if you receive the wrong item, so that we can evaluate the issue and make it right.
  • Please email us at info@charmandstone.com and provide a photo and description of the fault along with the order number.
  • All returns must first be approved by our customer service team. If your return is accepted, we’ll send you  instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
  • All customer returns are at the customer's expense and must be returned in their original condition, undamaged, unworn and properly secured in the Charm and Stone box provided. You will also need the receipt or proof of purchase.
  • We recommend you keep a copy of your return tracking number to allow you to track and monitor your return. We do not accept responsibility for items that are lost or damaged by your chosen courier.
  • All shipping fees to return the item, and the original shipping fees, are non-refundable.

Exceptions / non-returnable items

  • For hygiene reasons we do not accept returns for earrings.
  • Unfortunately, we cannot accept returns on SALE items or gift cards.

Refunds

  • We are unable to process refunds until your item is received and has been inspected by us. We reserve the right to adjust returns if original items are not received in new condition.
  • We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. 

In compliance with Australian Consumer law, we are not required to provide a refund or exchange if you have a change of mind, made a wrong selection or don’t like the fit. We do recommend carefully check the item description before placing the order.