Most Frequently Asked Questions
Why can’t I see a preview before placing my order?
For popular names, two-initial or zodiac designs, we offer pre-made previews that you can view while customizing your item.
For unique names or special requests, every design is hand-drawn by a real artist, not a bot.
In these cases, we start after the order to protect their work. You'll get a preview in 24–72h with unlimited free revisions.
We offer unlimited revisions to ensure your design looks exactly the way you want before production begins.
How long is shipping time for orders?
Your order is made-to-order and follows this schedule:
- Design: 4–5 business days
- Production: 5–9 business days
- Packaging: 1 business day
- Shipping: 5–10 business days
Estimated total delivery time: 15–25 business days (2-3 weeks).
Please keep an eye on your inbox for any updates from us and feel free to check your tracking link for the latest information.
Can I cancel or modify my order?
Because each piece is custom-made, we cannot guarantee modifications or cancellations once production begins.
Contact us as soon as possible via our Contact Form if you need assistance.
Please note: if you purchased an item with a preview available before payment, production begins immediately.
For this reason, we cannot stop, modify, or cancel your order once it's placed.
If your order is still "unfulfilled" but you have already approved the design, or if you have purchased an item with a preview available before payment, we cannot guarantee modifications (this includes adding or removing products, changing color or length, updating designs or names, updating shipping address).
What is your return policy?
Due to the custom nature of our products, we do not accept returns.
Because each piece is uniquely crafted just for you with your chosen details, we don't accept returns or exchanges unless there was an error on our part.
We understand that these treasures hold deep sentimental value, and we're committed to ensuring your complete satisfaction.
How is the jewelry packaged?
At Charmlry, we understand that presentation is key to creating a memorable gifting experience. That's why we offer two distinct packaging options to suit your needs:
1. Velvet Pouch
Each piece of jewelry from Charmlry is carefully placed in a lovely velvet pouch. This elegant pouch not only provides protection for your jewelry but also enhances its presentation. The soft, luxurious feel of the velvet adds a touch of sophistication, making it a delightful surprise for the recipient.
2. Premium Gift Box
For those who wish to make a grander gesture, we offer beautifully crafted gift boxes available for purchase.
Our gift boxes are perfect for special occasions where presentation matters as much as the gift itself.
Design Card & Scratch Card
Every item from Charmlry comes with its own design card. This card clearly illustrates where the letters are placed in the design, providing you with all the necessary details about your chosen piece.
The design card adds an informative and personal touch, ensuring that the recipient understands the thought and care that went into selecting their gift.
To make your gift even more memorable, consider adding a scratch card, available for purchase separately. This unique addition allows you to include a personalized message or surprise, adding an element of fun and anticipation to the gift-giving experience.
Why isn't my order status updating?
Track your order on our dedicated tracking page and through the carrier link we provide via email once it becomes available.
Please allow a few days for tracking updates if it appears stuck. Sometimes packages take a bit longer than expected, but they do arrive!
If you ever need help or it seems it is taking too long, please contact us so we can help.
Orders
How many letters or names can I include in a pendant design?
There is no maximum character limit, although we recommend not exceeding 10 characters for the best visual result.
During the design phase, our artists carefully adjust letters or names to ensure a balanced and aesthetically pleasing design.
For example, if a name includes repeated letters, the artist may simplify or stylize them to enhance the final look.
You can always request changes before production begins, whether you’d like to highlight a specific letter or explore a different style.
I entered the wrong shipping address or made a mistake on my order. Can you change it?
If your order hasn’t entered production yet, we can usually make adjustments.
Please contact us as soon as possible, and our team will do their best to update your details.
What materials are these custom jewelry made of?
Our jewelry is crafted from high-quality Stainless Steel, plated with 14K Gold, Silver, Rose Gold, or Black Metal Chromium.
Each piece resists tarnish and maintains its shine over time.
1. Pendant Sizes
- Women: 0.6”
- Men: 0.8”
- Keychains: 0.98”
2. Chain Lengths
16", 18", 20", and 22" lengths for women's necklaces.
18", 20", and 22" for men’s necklaces.
I forgot to use my discount code, what can I do?
No problem! Contact us by clicking here and we’ll be happy to help.
Can I buy a charm/pendant without the chain, or the chain separately?
We do offer the option to purchase the chain separately. Please note that you will need to transfer the charm onto the new chain yourself.
You can find your new chain by clicking here.
We also offer the option to purchase the charm separately.
You can find the necklace charm as well as the bracelet charm by clicking here.
What payment methods do you accept?
We accept Shop Pay, Google Pay, PayPal, and all major credit cards.
Shop Pay and PayPal may also offer installment options at checkout, depending on eligibility.
The charge for the order is under Ebrain LLC and not Charmlry, why?
That's correct! Ebrain LLC is our company name, and Charmlry is our brand.
Don't worry, the charge is legitimate.
You can verify this by comparing the order amount with the charge amount, they'll match.
How can I personalize my pendant?
Personalize your jewelry by choosing your preferred color, chain length, and the names or initials you'd like to include.
Our artists individually design each piece to reflect your personal style.
You can also add birthstones to make your piece even more special.
Can I request revisions or go back to a previous design?
Absolutely! You can request revisions at any point before production begins.If you'd like to return to a previous version, simply select it in your Design Portal.
Can I change the name or initials on my personalized pendant?
If you’re still waiting to receive your design preview, please wait until it’s available and then request the change directly through the preview portal, where you’ll find a dedicated section to ask for revisions.
If the design has already been approved, unfortunately we’re unable to make any further changes to the name or initials.
Can I reorder a jewelry piece with the same design as a previous order?
You can reorder a new piece using the same design we previously created for you by visiting this collection.
There, you can select the jewelry item you’d like to personalize again with your existing design.
Important:Please make sure you have your previous order number ready. You will be asked to enter it during the personalization step before completing your purchase.
You can find your previous order number in your order confirmation emails.
Shipping
My package is marked as “Delivered” but I haven't received it.
If your tracking shows the package as “delivered” but you haven’t received it, here’s what to do:
- Check your surroundings: look around your mailbox, porch, apartment office, or with neighbors.
- Contact your local post office or carrier: sometimes they mark items as delivered a day early. They may be able to provide the exact delivery details.
- Open a claim with the shipping carrier – This is the fastest way to begin an investigation and potentially recover your package.
📌 Please note: Once a package is marked “delivered” by the carrier, it is considered fulfilled and out of our control.
We are not responsible for lost or stolen packages after this point.
That said, if your order cannot be located after these steps, please reach out to us. We're happy to review the situation and offer a solution whenever possible.
How can I track my order?
You can always track your order on our dedicated Tracking Portal.
To login, write your order number (the order number structure is 11111LY) and the email address used to place your order.
When will I receive my order?
Your order is made-to-order and is expected to arrive within 15–25 days (about 2–3 weeks) after you approve the design. For items that do not require a preview, the timeline begins once the order has been confirmed.
Please keep an eye on your inbox for any updates from us, and feel free to check your tracking page anytime for the latest status.
Which shipping carrier do you use?
We primarily ship orders using USPS in the United States, Royal Mail in the United Kingdom, and Canada Post in Canada.
For deliveries to more remote areas or locations not fully covered by these carriers, we may use alternative trusted shipping partners to ensure your order arrives safely.
All orders include tracking. You will receive your tracking details by email as soon as your order ships, so you can follow every step of its journey.
Product Commitment
What is your quality guarantee?
Quality is our top priority. If your piece is less than perfect upon arrival, we want to know! Please send a photo to info@charmlry.com within 3 business days and our Customer Care Team will get back to you with a solution.
Can I receive a replacement for a damaged or defective product?
All Charmlry jewelry is crafted with care and attention to detail.
🔎 If your item arrives damaged or has a manufacturing defect:
Our Lifetime Warranty covers any damage, defects, or product errors.If your item arrives damaged or faulty, we will reship it at no additional cost (expedited shipping included).
To process the claim, please provide a clear photo of the damaged item.
⏳ If your jewelry breaks within 15 days of delivery:
You are entitled to a free reshipment, even if you did not purchase the Lifetime Warranty.
Please provide photographic evidence of the damage.
📅 If your jewelry breaks after 15 days of delivery:
a. If the Lifetime Warranty was purchased:
You are entitled to a free reshipment of:
- The entire product OR
- The chain only
Please provide a photo of the damaged item to proceed.
b. If the Lifetime Warranty was NOT purchased:
Our policy provides free replacements only within 15 days of delivery or with an active Lifetime Warranty.
Since your order falls outside these conditions, we can offer two alternative solutions:
- 30% discount on a new order for the same item
- Replacement chain for $15
If you choose the replacement chain, you can purchase it here.
You may attach your existing charm by carefully opening the loop yourself, or a local jeweler can assist you.