Refund policy

Returns Policy 

We want you to be completely satisfied with your personalised items from Love Charlie. However, as personalised items are made specifically for you, we have to adhere to certain guidelines when it comes to returns and exchanges.

1. Faulty or Damaged Items:

  • We take every precaution to ensure that items arrive in perfect condition. However, due to the fragile nature of our products, we appreciate that there may be times beyond our control when an item is damaged in transit. If your item arrives damaged, you need to report it within 24 hours of receiving it. After this time we cannot hold the courier service responsible and it may be deemed as damaged in possession. If your item has an issue please get in touch with us at: info@lovecharliexox.com

2. Cancellations:

  • Due to the bespoke nature of personalised items, cancellations are only possible if the production process has not yet begun. Please note production includes designing the files for your product.
  • Please contact us as soon as possible if you wish to cancel your order.

3. Changes to Personalised Orders:

  • Once an order has been placed, changes to personalisation details can only be made if production has not yet begun. Please contact us immediately if you need to make changes to your order.

4. Returns

  • Please note - we do not accept returns on items that have been customised. Customisation includes but is not limited to choosing specific materials, colours, fonts, icons and sizes of an item.

    We have a 30-day return policy, which means you have 30 days after receiving your item to return an item to us.
    To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

    To start a return, you can contact us at info@lovecharliexox.com

    The return will need to be returned at the customer's expense, we recommend sending your item back by recorded delivery.

5. Personalised Item Specifications:

  • Please ensure that all personalisation details provided are accurate before placing your order. We will produce your item exactly as specified in your order. We cannot be held responsible for errors made by the customer.

6. Refunds:

  • We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. You’ll be automatically refunded on your original payment method within 10 business days if approved. Please remember it can take some time for your bank or credit card company to process and post the refund too.
    If more than 15 business days have passed since we approved your return, please get in touch with us at info@lovecharliexox.com