Refund policy

Return & Refund Policy

We hope you love your purchase from Charmed Ivy Gifts. If you change your mind, we offer a 30-day return policy, meaning you have 30 days after receiving your item to request a return.

Returns

To request a return, please contact us at hello@charmedivygifts.co.uk before sending your item anywhere.

If your return is accepted, we will provide you with the appropriate return instructions and return address. Please do not return an item to the sender's address or any other address without contacting us first, as this may delay or prevent your return from being processed.

For a change-of-mind return under our voluntary 30-day policy, the item should be returned in the condition in which it was received, with any tags and original packaging where applicable. We may ask for proof of purchase.

Unless the item is faulty, damaged, incorrect, or otherwise required by law, the customer is responsible for the cost of returning the item.

UK Cancellation Rights

If you are a UK consumer purchasing online, you generally have the legal right to cancel your order within 14 days of receiving your goods, without giving a reason. After notifying us that you wish to cancel, you generally have a further 14 days to return the goods.

Where applicable, we will refund the price paid and the cost of our standard delivery option. If you selected a more expensive delivery method, any additional delivery cost above our standard option may not be refundable.

Your statutory rights are not affected by our voluntary 30-day returns policy.

Damaged, Faulty or Incorrect Items

Please inspect your order when it arrives and contact us as soon as possible if your item is damaged, faulty, not as described, or if you receive the wrong item.

Please email hello@charmedivygifts.co.uk with your order details and, where appropriate, photographs showing the problem. We will review the issue and provide instructions on the next steps.

Nothing in this policy limits your rights under UK consumer law.

Exceptions

Certain products may be excluded from change-of-mind returns where permitted by law, including personalised or custom-made goods, perishable goods, and sealed goods that are not suitable for return for health or hygiene reasons once unsealed.

This does not affect your statutory rights where an item is faulty, damaged, not as described or otherwise does not conform to your contract.

Exchanges

If you would like a different item, please contact us. Where appropriate, the simplest option may be to return the original item and place a separate order for the replacement.

Refunds

Once your return has been received and assessed, we will let you know whether your refund has been approved.

Approved refunds will be issued to your original payment method. Please allow additional time for your bank or payment provider to process the refund.

Where UK law requires a refund within a particular timeframe, we will process the refund in accordance with those requirements.