Refund policy

I want you to love your charm. If something isn't right, I'll put it right.

If something is wrong with your order

If your charm arrives damaged, faulty, or isn't what you ordered, please message me within 30 days of delivery with your order number and a photo. I'll send you a replacement or give you a full refund, whichever you prefer.

Sometimes I may ask you to send the charm back first. If the problem was my mistake, I'll cover the cost of the return postage.

If you change your mind

You can return a charm you no longer want within 14 days of receiving it. Please message me first and I'll send you the return address. The charm must be unworn and in the condition you received it. Return postage is paid by you, and I'd recommend a tracked service.

Once your return arrives, I'll refund the price of the charm within 5 working days.

How refunds are paid

Refunds go back to the original payment method. Depending on your bank, it can take a few extra days to show in your account.

Parcels that don't arrive

If your parcel hasn't arrived within 30 days of being sent, please get in touch. I'll check the tracking with you and, if it's lost, send a replacement or give you a refund.

Need help?

Message me through the contact page or email mary@dearlyheld.com and I'll reply within 1 to 2 working days.

Mary, Dearly Held