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, 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.

  • UK & EU: free
  • USA: $9.95 return shipping deducted; we cover outbound shipping on the replacement
  • Rest of World: customer pays return shipping; we cover outbound shipping on the replacement

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. Fastest option in all regions.

  • UK & EU: free
  • USA: $9.95 return shipping deducted
  • Rest of World: customer pays return shipping

Refund to original payment — original shipping charges are not refunded. Allow up to 10 working days to appear on your statement.

  • UK: £4.95 return shipping deducted
  • EU: €7.95 return shipping deducted
  • USA: $9.95 return shipping deducted
  • Rest of World: customer pays return shipping; any duties or taxes incurred are non-refundable

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

For USA and Rest of World orders, customers are responsible for return shipping costs. Any import duties or taxes paid on the original order are non-refundable — these are collected by the destination country, not Amélie Charme. Please email info@ameliecharme.com before sending anything back so we can confirm the correct return address and the most cost-effective carrier for your country.

We offer refunds, store credit, and direct size exchanges to customers worldwide on the terms set out above.

Lost in transit

Please use a tracked, insured service. We cannot process returns that do not arrive at our warehouse.

Chargebacks

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.

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.

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.