Return and refund policy
Returns & Exchanges
We hope you love your Amélie Charme piece. If you don't, you have 14 days from delivery to return or exchange it.
At a glance
- 14 days from delivery to return or exchange
- Items must be unworn, unwashed, with tags attached, in original packaging
- Exchanges and store credit: free (UK & EU)
- Refund to original payment: return shipping cost deducted
- Refunds processed within 10 working days of receipt
How to return
Email info@ameliecharme.com with your order number (AC-), the item(s) you'd like to return, and whether you'd like a refund, store credit, or a direct size exchange. We'll reply with return instructions and, where applicable, a prepaid label.
We're a small team and we reply to every email personally. We aim to respond within 24 hours, Monday to Friday — occasionally it may take a little longer during launches and busy periods. Thank you for your patience.
Your options
Direct size exchange — same product, different size. Free in UK & EU. For a different product, please return your original item and place a new order.
Store credit — issued the moment your return is approved at our warehouse. Never expires. Free in UK & EU. Fastest option.
Refund to original payment — return shipping cost (£4.95 UK / €7.95 EU) deducted from refund. Original shipping charges are not refunded. Allow up to 10 working days to appear on your statement.
Product condition
We accept returns only on items that are:
- Unworn, unwashed, and free of fragrance, makeup, or scent
- Returned with all original tags attached
- In original packaging and resellable condition
It is at our discretion whether an item meets these conditions. Items that fail inspection will be returned to you.
Faulty, damaged, or incorrect items
If your order arrives faulty, damaged, or incorrect, email info@ameliecharme.com within 14 days of delivery with your order number and clear photographs of the item and its packaging. We will cover return shipping and arrange a replacement or full refund.
Items not eligible for return
- Items hand finished or made to a customer's specification (custom embroidery, monogramming, made-to-measure)
- Final Sale, Archive, and private drop items
- Gift cards
International returns
Outside the UK and EU, customers are responsible for return shipping costs and any duties incurred. We offer refunds, store credit, and direct size exchanges on the same terms as UK and EU orders. Please email us before sending anything back so we can confirm the correct return address.
Lost in transit
Please use a tracked, insured service. We cannot process returns that do not arrive at our warehouse.
Chargebacks
Please come to us first. If you have any issue with your order — late delivery, wrong item, damage, fit, anything — email info@ameliecharme.com and we will resolve it. We have never refused a legitimate complaint.
Filing a chargeback with your bank before contacting us removes our ability to help you directly. Once a chargeback is opened, we are required to defend it as a formal dispute, with full evidence including order records, delivery confirmation, IP and device data, communication history, and signed terms of sale. As a small independent brand, we contest every chargeback to protect the business from fraud and abuse.
If you have a problem, talk to us. We are real people, we read every email, and we want to make it right.
Contact
info@ameliecharme.com — we aim to reply within 24 hours, Monday to Friday.