Cancelations and Exchanges

CANCELLATION & EXCHANGES

CAN I CANCEL OR CHANGE MY ORDER?

 

We try to start production of all orders as soon as possible. Depending on when your order was placed, cancellation may be possible if production has not yet begun. 

Please contact our support team returns@charmlo.com or 1-(860)-318-7659 to check if changes or cancellation are possible, and give the reason you wish to cancel.

 

MY ITEM IS DAMAGED/INCORRECT, WHAT DO I DO?

Please contact our support team at returns@charmlo.com for any items that arrived damaged, defective, or the wrong item arrived, including a photo of the item.

We'll arrange for a replacement item to be sent to you as soon as possible. Please do not return items to us without authorization from support first.

 

CAN I RETURN MY PURCHASE?

We hope you'll love the item you purchased. If there's any concerns about it or you are thinking of returning it, please contact our support team for assistance, explaining your reasons for wanting to return it. At Charmlo, we want you to be completely satisfied with your order. We've created this return and exchange process to make your experience as effortless as possible!

Merchandise can be returned or exchanged within 60 days of the original order date if accompanied by original packaging.

All online order returns, refunds and exchanges must be made through our returns process through our customer service team via returns@charmlo.com or you can give us a call at 1-(860)-318-7659.

HOW TO RETURN OR EXCHANGE AN ITEM

  1. To begin the returns process, please send an email to our customer service support team at returns@charmlo.com with your Name, Order Number, Picture of the defective product/incorrect item and reason for return/refund. 
  2. As soon as we receive the request, our customer service team will review the order and will provide feedback within the next 24-48 hours.
  3. If the order qualifies as approved for return/refund, our team will be sending you a return label to your email address. 
  4. Package your return using the return label from our customer service team and drop off at a UPS facility. You need to use the return label sent by our customer service team. Do not send returns to the original address.
  5. You will be notified when your return has been received at our warehouse. Once received, we can do one of the following options:
    • We can refund your original form of payment in 3-5 business days.
    • We can send a replacement of the order and have it ready with the next 72 hours

If your tracking number states your order was delivered, but you claim you did not receive it, we have to rely on the tracking number. We would require you to provide a claim id from the local post office and validate it, as soon as the review is complete, we will be sending a replacement.

Have more questions? Reach out to our Customer Support Team at 1-(860)-318-7659 from 9:00AM to 5:00PM Monday to Friday or email info@charmlo.com

 

Please note, personalized items may be subject to a deduction from the refund amount as they cannot be restocked. Shipping and insurance is non-refundable.

 

MY ITEM LOOKS DIFFERENT TO THE ONLINE LISTING

This is a very rare occurrence. We make every effort to accurately represent all designs and products, though some listings make use of life-like renderings instead of photos to show how the item will look.

 

It's possible you may have an item that is showing a defect, please take a few photos and send them to our support team for review, along with your order ID.