Returns & refunds

Our 14-day return policy

Notify us within 14 calendar days after receiving your order to request a change-of-mind return. For an order delivered in several parcels, the window starts when the last item arrives. No reason is required.

How to return an item

Email contact@character-and-charm.com or use our return form, giving your name and order details. We will provide the return address and instructions. Do not send parcels to the registered business address without instructions.

Send the item back within 14 days after notifying us, with its accessories. Keep proof of dispatch. DIGITALE BUSINESS LLP covers return shipping costs; contact us for the return arrangements before shipping.

Refunds

Refunds are issued to the original payment method within 14 days of your return notice. We may wait until we receive the goods or evidence of dispatch. A full return includes any original standard delivery charges. Your bank may take additional time to display the refund. A deduction may apply for loss in value caused by handling beyond what is needed to inspect the item.

Personalized, damaged or incorrect items

Items made to your specifications or clearly personalized are excluded from change-of-mind returns. This does not affect claims for defective, damaged or incorrect goods. Contact us with your order reference and a description; photographs can help us resolve the issue. Your applicable consumer rights remain unaffected.