Frequently asked questions
Select a topic to find your answer.
Purchasing Products
How do I find a product ?
Browse our collection and pick the one that matches your style: soft, chic, or nature inspired. Each charm page has photos, materials, and care details to help you decide.
How do I buy a product ?
Simply select your charms and add it to your cart. Payment is processed securely at checkout.
How do I know if a product is in stock?
If a charm is out of stock, it will be clearly marked on the product page. Sold out favorites may return in future collections
How can I be sure your products are authentic ?
Yes. Every charm is hand cut and hand stitched in leather, and no two pieces are ever perfectly identical.
Account & Payment Details
Do I need an account to place an order ?
No, you can check out as a guest. Creating an account is simply more convenient for tracking your orders and saving your details for future purchases.
How do you identify my location ?
We use your IP address to automatically display pricing and currency suited to your country. You can adjust this manually at the top of the page if needed.
What if I forget my password ?
As Charms Me does not currently require an account to place an order, there is no password to manage. If you have any question about a past order, feel free to contact us directly.
Are payments secure ?
We accept Visa, Mastercard, American Express, Apple Pay, Klarna or PayPal may also be available at checkout.
Can I order by phone ?
While ourcheckout is entirelyonline, mobilepayments such as Apple Pay and Paypal are fullysupported, allowingyou to complete yourorder securely fromyour phone in just afew taps.
Adresses
Can I save my addresses for future use ?
As Charms Bag does not currently require an account, addresses are not saved between orders. You will simply enter your delivery details at checkout each time you place an order.
How should I enter my Postal/Zip code ?
Please enter your postal or zip code exactly as it appears on official mail sent to your address, including any spaces or letters where applicable.
Delivery & Shipping
How quickly can I get my order and how much will it cost ?
Orders are dispatched within 1–2 business days and typically arrive within 8–10 business days, depending on your location. Shipping costs are calculated at checkout and are complimentary for orders over £65 / €65.
Which country/region can you deliver to ?
We currently ship across Europe.
Can you ship to multiple addresses ?
Each order can only be shipped to a single address. If you wish to send pieces to different recipients, we kindly ask that you place separate orders.
Can I change the delivery address once my order has been sent ?
Once an order has been dispatched, we are unable to redirect it. If you notice an error shortly after placing your order, please contact us as soon as possible, we will do our best to amend it before it ships, though we cannot guarantee this in every case.
Can I track my order ?
Yes. Once your order has shipped, you will receive a confirmation email with a tracking number to follow its journey to you.
Customer service
How can I contact you ?
If you have any questions or concerns, please feel free to contact our Customer Service team and we will respond as quickly as possible.
Please email us at support@charms-me.com. Our team is available every day from 8:00 to 18:00 (CET), and we aim to respond within 24 hours.
Returns & Exchange
How do I return or exchange an item ?
No, you can check out as a guest. Creating an account is simply more convenient for tracking your orders and saving your details for future purchases.
Can I return or exchange an item in store ?
Charms Me currently operates exclusively online, and we do not have a physical store. All returns and exchanges are handled by post.
How do I return an item I received as a gift ?
If you received a Charms Me piece as a gift, please contact us at support@charms-me.comwith the order details if available, and we will be glad to assist you with a return or exchange.
What are the conditions for a return ?
Items must be unworn, in their original condition, and returned in their original packaging. Return shipping costs are the responsibility of the customer.
Privacy & Security
How do you manage Cookies ?
We use cookies to improve your browsing experience, remember your preferences, and better understand how our site is used. You can manage your cookie preferences at any time through your browser settings.
Will you keep my personal information private ?
We handle your personal information in accordance with our Privacy Policy and take reasonable measures to protect it from unauthorised access, use or disclosure. For further details, please read our full Privacy Policy available in the Legal section of our site.