Refund Policy

Return Policy

Important: Please read our returns policy carefully. By placing an order, you automatically agree to our terms and conditions. No exceptions will be made.

Marie & Charles is a HK-registered online jewellery retailer operating exclusively online. We work with international fulfilment partners and do not currently operate a physical retail store.

Cancellations

Would you like to cancel your order? This can be done free of charge as long as your order has not yet been processed or dispatched (we process orders on average within 4 hours).

In that case, please contact us as soon as possible at info@marieandcharles.com with your order number and cancellation request.

Please note: Orders can no longer be cancelled once they have been processed or dispatched, due to our automated system.

Returns

Please note: Returns sent to us without prior request and approval will not be accepted. In such cases, you will forfeit the right to a refund.

Timeframe

You can return a product within 30 days of receipt. After this period, unfortunately, we cannot offer a refund or exchange.

Conditions

The product must be returned unused, undamaged and in its original packaging.

For hygiene-sensitive jewellery items (such as earrings, body jewellery and certain personalised or engraved pieces), items must not have been worn and may in some cases be excluded from return for hygiene reasons.

How to return an item

Would you like to return an item? Please contact us first at info@marieandcharles.com.

Include the following details:

  • Your order number

  • The reason for return

  • (If applicable) a photo of the product in case of damage

  • Your contact details

To ensure a smooth return process, we kindly ask customers to contact us first before sending a return.

Once your return request has been approved, you will receive further instructions and may return the package to the following address:

Please note: our returns are processed through our international warehouse. As a result, return shipments are sent to our logistics facility in China.

Return address

Company name: Liu Changxing
Street address: No. 2 freight elevator on the west side of the 3rd floor, upstairs, Yuantong Express, No. 409, Suxi Yiwu Town
Zip code: 310000
Province: Zhejiang
State: Zhejiang
Country: China

Important: Return shipping costs are your own responsibility, unless the product is damaged or incorrectly delivered due to our mistake. The exact return costs depend on the courier company you choose. Always use a shipping method with tracking.

Shipping Risk & Tracking

Returns are entirely at your own risk. We are not liable for lost or delayed parcels, for example due to customs delays.

Always include a track & trace number with your return shipment. Without tracking, we cannot verify your return and you will lose the right to a refund.

Refunds

Once we have received and inspected your return, you will receive an email confirming the approval or rejection of your refund.

If approved, we will automatically refund the amount to your original payment method within a maximum of 30 days.

Have you not received your refund after 30 days? First check your bank account. If the refund is still missing, please contact us at info@marieandcharles.com.

Costs & Responsibility

Return costs: If the return is caused by the consumer (for example, ordering the wrong size or style), the consumer is responsible for the return shipping costs. The exact costs depend on the courier company you choose. We strongly recommend always sending your return with tracking.

Damaged or incorrect item received? If the return is the result of an error on our part (for example, a damaged or incorrect jewellery item), we will fully cover the return shipping costs and send you a replacement item free of charge.

No hidden costs

No additional fees will be charged for refunds – including no customs duties or administration fees.