Returns & Refunds

At Whimsical Charm, we want you to love your purchase. If, for any reason, you're not completely happy, please review the information below.

Changing Your Mind

For most items purchased online, you have 14 days from the day you receive your order to tell us that you wish to cancel and return it. You then have a further 14 days to return the item.

Items should be returned unused and in a resalable condition. You may inspect an item as you reasonably would in a shop, but we may make an appropriate deduction from your refund if handling beyond this has reduced its value.

Certain items are excluded from change-of-mind returns, including personalised or custom-made items and sealed goods that are unsuitable for return for health or hygiene reasons once unsealed. Any relevant exclusions will be clearly stated on the product page.

How to Return an Item

Please get in touch with us at support@whimsicalcharm.co.uk with your order number and details of the item(s) you wish to return. We will provide the appropriate return address and instructions.

Please return Whimsical Charm items directly to us. Supplier-direct items may need to be returned to a different return address, which we will provide.

Customers are normally responsible for return postage for change-of-mind returns. If an item is faulty, damaged or incorrect, we will cover the appropriate return costs.

Refunds

Once your return is received, or you provide evidence that it has been sent back where applicable, we will process your refund in accordance with your statutory rights.

For eligible change-of-mind cancellations, your refund will include the price paid for the item and the cost of our standard delivery service. If you chose a more expensive delivery option, any additional delivery cost above our standard rate is non-refundable.

Refunds will be made to your original payment method. Please allow additional time for your payment provider to process the refund after it has been issued.

Damaged, Faulty or Incorrect Items

If your item arrives damaged, is faulty, is not as described, or you receive an incorrect item, please contact us as soon as possible. Your statutory rights under the Consumer Rights Act 2015 are unaffected.

Depending on the circumstances, you may be entitled to a refund, repair or replacement. We will not charge you for appropriate return costs where goods are faulty or incorrect.

Exchanges

We currently do not offer direct exchanges. If you would like a different item, please return your eligible item for a refund and place a new order.

Last updated: 28 August 2026