FAQs

1. How long does shipping take?

Standard delivery within the UK takes approximately 2-3 working days. If you place your order by Tuesday, you can expect to receive it by Friday at the latest.

2. Do you offer free shipping?
Yes, we offer free standard delivery on orders over £50. For orders over £150, we also provide free next day delivery.

3. What is your return policy?
We have a 14-day return policy. If you wish to return an item, it must be in the same condition as when you received it, unworn or unused, with tags, and in its original packaging. Please contact us at contact@charismalondon.com to initiate a return.

4. Can I exchange an item?
Yes, if you would like to exchange an item, we recommend returning the item you have and making a separate purchase for the new item.

5. What items are not eligible for return?
Perishable goods, custom products, personal care goods, hazardous materials, flammable liquids, gases, sale items, and gift cards are not eligible for return.

6. What do I do if I receive a damaged or defective item?
If you receive a damaged, defective, or incorrect item, please contact us immediately at contact@charismalondon.com. We will evaluate the issue and make it right.

7. How do I request a refund?
Once we receive and inspect your return, we will notify you if the refund is approved. If approved, the refund will be automatically processed to your original payment method. Please note that it may take some time for your bank or credit card company to process and post the refund.

8. Can I return an item purchased on sale?
No, unfortunately, we do not accept returns on sale items.

9. Can I return a gift card?
No, gift cards are not eligible for return.

10. How do I contact customer support?
If you have any further questions or concerns, please don't hesitate to contact us at contact@charismalondon.com. We are here to assist you.

11. What is your pre-order policy?
If your item is marked as a “pre-order,” the estimated dispatch window will be displayed on both the product page and checkout page. We will ship your order within that timeframe. If you're unsure or need your item sooner, feel free to contact us at contact@charismalondon.com — we’ll do our best to assist, though early delivery cannot be guaranteed.