Refund policy
Returns & Refunds
We offer a 14-day return window for eligible non-personalized items. You have 14 days from the date your order is delivered to request a return.
To qualify for a return, your item must be:
- Unworn and unused
- In the same condition in which it was received
- Returned in its original packaging
- Accompanied by proof of purchase
To request a return, contact us at itshookandcharm@gmail.com before sending anything back.
If your return is approved, we’ll provide return instructions and let you know where to send your package. Items sent back without first requesting a return may not be accepted.
Personalized Items
Because personalized earrings are made specifically for you, custom and personalized items are not eligible for return or exchange unless they arrive damaged, defective, or were made incorrectly by Hook & Charm.
Please carefully review all names, numbers, colors, and personalization details before placing your order.
Damaged, Defective, or Incorrect Orders
Please inspect your order when it arrives.
If your item is damaged, defective, or you received the wrong item, contact us as soon as possible at itshookandcharm@gmail.com so we can review the issue and make it right.
Including your order number and photos of the issue will help us assist you faster.
Exchanges
We do not process direct exchanges.
If your eligible item is approved for return, the easiest way to receive a different item is to place a new order after your return has been accepted.
Personalized items are not eligible for exchange unless Hook & Charm made an error with the order.
Sale Items & Gift Cards
Sale items and gift cards are final sale and are not eligible for return.
European Union Customers
If your order is shipped to the European Union, you may have the right to cancel or return your purchase within 14 days as required by applicable law.
Returned merchandise must be unworn, unused, in its original condition and packaging, and accompanied by proof of purchase. Certain customized or personalized products may be exempt from cancellation rights under applicable law.
Refunds
Once we receive and inspect your return, we’ll let you know whether your refund has been approved.
Approved refunds will be issued to your original payment method. Please allow up to 10 business days for the refund to be processed after approval.
Your bank or credit card provider may require additional time to post the refund to your account.
If more than 15 business days have passed since your refund was approved, contact us at itshookandcharm@gmail.com.
Questions
For any return or refund questions, contact us at: