Refund and Returns Policy

At Charm Craft Studio, most of what we make is personalised or custom-designed just for you — so our returns policy works a little differently to a standard retailer’s. This page explains exactly what’s covered, for how long, and how to get in touch if something isn’t right.

Personalised & Custom-Made Items

Most of our products — including anything created with our online product designer, uploaded photos or custom text, or made to your specifications — are produced specially for you once your order is placed. Because these items can’t be resold to another customer, personalised and custom-made items are final sale and cannot be returned or refunded for a change of mind, incorrect sizing you selected, or a design choice you’d like to change after ordering.

This does not affect your right to a replacement, repair or refund if your personalised item arrives faulty, damaged or different from what you approved and ordered — see Faulty, Damaged or Incorrect Items below.

Ready-Made (Non-Personalised) Items

A small part of our range — such as our fixed-design graphic tees and novelty keychains — is sold as-is, with no personalisation. For these items, you may request a return or exchange within 14 days of the date you receive your order, provided the item is unused, unwashed, in its original condition, and in its original packaging where possible.

Gift cards, if introduced in future, would not be eligible for return.

Faulty, Damaged or Incorrect Items

Whether your item is personalised or ready-made, we want it right. If your order arrives faulty, damaged in transit, or different from what you ordered (for example, the wrong product, size or design), let us know within 14 days of delivery and we will repair, replace or refund it at no cost to you. Please keep the item, its packaging, and take a few clear photos — this helps us sort things out quickly and, where needed, claim against the courier.

Why 14 Days?

Our shipping times run 3–5 business days for ready-made products and 7–10 business days for personalised products. Every return, refund or exchange window on this page is counted from the day your order actually arrives, not the day you placed it — so you’ll always have the full 14 days in hand once your item is in your possession.

How to Request a Return, Refund or Exchange

1. Get in touch: Message us through our contact form, or call or WhatsApp us on +27 64 153 7156, within 14 days of receiving your order. Please include your order number and, for faulty or incorrect items, a photo of the product.
2. We’ll confirm next steps: We’ll let you know whether your item qualifies for a return, repair, replacement or refund, and where to send it back if a physical return is needed.
3. Send it back (if applicable): Pack the item securely in its original packaging where possible and post it to our studio address below. We recommend a trackable courier service, as we can’t be responsible for items lost in transit back to us.
4. We inspect and process: Once we’ve received and checked the item, we’ll email you to confirm your refund, replacement or repair has been approved and is on its way.

Refunds

Approved refunds are issued to your original payment method via PayFast, and typically reflect within 5–10 business days, depending on your bank. Where a refund relates to a faulty, damaged or incorrect item, we also cover the cost of returning it to us — just let us know before sending anything back so we can arrange this.

For ready-made item returns that are not due to a fault on our part (see Ready-Made (Non-Personalised) Items above), return shipping is the customer’s responsibility.

Exchanges

We’re happy to exchange a ready-made item for a different size or colour, subject to stock availability, under the same 14-day window and condition requirements as a return. Personalised items can only be exchanged if the fault is ours — for example, if we printed the wrong design, text or photo from what you approved at checkout.

Where to Send Returns

Charm Craft Studio
27 Elizabeth Avenue
Sandringham, Johannesburg
2192, South Africa

Please contact us before posting anything back, so we know it’s on the way and can confirm the correct process for your item.

Need Help?

Our team is here to help with any questions about your order. Reach us through our contact page or call/WhatsApp +27 64 153 7156 — we usually respond within one working day.