Refund policy

Here at Keepsake Charm Cottage we want to make sure that you are happy with your unique order!

If your order has arrived damaged please contact us as soon as possible (within 30days of receiving your order) so we can put this right! Please include a photo & order id when you get in-touch. After 30days we can no longer offer a replacement or refund. 

If your order has arrived with an error please contact us as soon as possible (within 30days of receiving your order)! Please include a photo & order id when you get in-touch.
We will compare to your original order details. If this is our error we will replace the item, if we printed the order as per the original order details we will not send a free replacement. 

If your order hasnt arrived at all, please contact us & we will check the tracking details. If your order has got lost in the post we will send a replacement. If incorrect shipping details were supplied to us at time of order we will not be able to send a free replacement. 

As your order was custom made just for you, we do not require you to send the item back. Please keep and 

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@keepsakecharmcottage.com.