General info

Refund & Warranty Policy

Can I request a refund?

Due to the custom nature of our products, we cannot offer returns or refunds once your order has gone into production.

The only circumstances in which we may issue a refund are:

If you receive a broken or damaged product, we will either reship the product free of charge or, if explicitly requested, issue a refund.

Refunds cannot be issued for the following reasons:

You will receive your first draft by email within 24 to 72 hours of placing your order.
Nothing goes into metal until you approve it. You can ask for changes as many times as you need, at no extra cost.
If, after revisions, you are still unsatisfied, you may request a full refund before the design is approved.

If your date is close and we haven't heard back, we email you twice before the cut-off, and only then do we proceed with your design as drawn.
Check your spam and promotions folders so you don't miss your draft or our emails.
Once your design is in production it can no longer be refunded. If you'd like a new piece with changes, contact us and we'll do our best to help.

Our lifetime warranty provides coverage for any damage, defects, or errors related to the product.

If your item arrives damaged or faulty, we will reship the product at no additional cost, with expedited shipping included.
To process your warranty claim, simply send us a photo of the damaged item at your convenience, and we’ll take care of the rest.

If the chain or pendant breaks within 15 days of receiving your order: you are entitled to a free reshipment of the entire product or just the chain. Please provide photographic evidence of the damaged product.
If the chain or pendant breaks after 15 days of receiving your order:
- If you have purchased our lifetime warranty, you are entitled to a free reshipment of the entire product or just the chain. Please provide photographic evidence of the damage.
- If you have not purchased the lifetime warranty, please contact us at info@charmlry.com, and we will assist you in finding a solution.

Our lifetime warranty applies per order, not per item.
One warranty covers all products in the same order for life: there is no need to purchase multiple warranties.

If you have any concerns or questions about your order, feel free to contact us at info@charmlry.com. We’re here to help!