Return & Refund Policy

By placing an order, you confirm that you have read, understood, and accepted the following policy.

We stand behind the quality of our products and guarantee our workmanship 100%. Any defects or errors on our part will result in a replacement at no charge. We typically do not accept returns due to user error such as incorrect selection of sizes, designs, colors, etc.

The return policy will only apply to damaged items or products that have any manufacturing problems. We will not make any refunds or changes once the product has been successfully delivered in normal condition.

 

1. Return:

We accept the return on products that were shipped out by us and if the item is faulty due to an error on our end (e.g. wrong item or damaged item). Item(s) must be returned together with proof of purchase.

*Note: We recommend customers check the items immediately after receiving them. Our policy may last 15 days from the arrival date, especially for fragile products. If 15 days have gone by since you received the item, unfortunately, we will not accept your request.

IMPORTANT: Any unauthorized returns or returns of washed, worn, or damaged items will not be eligible for a refund or replacement, and the item will be forfeited.

To complete the return request, there will be required actions below:

– All of the receipts or proof of purchase need to be available.

– Contact our Customer Support team at [email protected] to notify us about your return request. A specific return address will be provided. Please DO NOT send your purchase back to the manufacturer.

Kindly be informed that we do not refund shipping cost. Return shipping is to be paid by the Buyer.

2. Exchange:

Please email us with a photo of the product you received along with proof of purchase to our support mail: [email protected]

We will use this information to look into a replacement and prevent future errors. Our customer service team will review your claim.

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at [email protected]

 

 

What is the return process? / How do I return an online purchase?

You can get in touch with our Customer Service by email: [email protected] and include the following details in your enquiry:

– Order Number.

– Name of the Item.

– Reason for return.

 

What if my item was missing, incorrect, damaged, or faulty?

We’re sorry you received a parcel with damaged, incorrect, or missing items/rewards! Let us know by contacting our Customer Service Team: [email protected] with subject ‘Missing Item’, ‘Wrong Item’, or ‘Damaged / Expired Item’.

Please also include the following details in your form:

– Image of the Item/Parcel(s) received

– Name of Item

– Order Number

Please do not dispose of or throw away any of the items you’re writing in about! MaryCharm may arrange to collect the product.

3. Cancellations or changes:

In most cases, orders are automatically processed within 6 hours from when they are placed.

We strictly adhere to the following policy:

  1. You can only cancel your order within 6 hours from purchasing time of the same day. Please be informed that a management, processing and transaction fee (30% of your total order value) will be applied for the cancellation.
  2. You can only change order information (size, color, address) WITHIN 12 hours from purchasing time of the same day.