If you have a Charm & Lace account, simply log in and select “Orders” in the drop-down menu under your name. There, you can find the order number! If you haven't created an account, no worries! You can create one anytime with the same email address used to place the order.

Also note that with every order, we send an order confirmation email, which is sent to the same email used to make the purchase. Be sure to check all inboxes as it can make its way to junk/spam folder!

If you need to cancel or make a change to your order, please reach out within 24 hours of placing the order. Kindly note that as our team works hard to get your order dispatched as quickly as possible, we may not be able to cancel or update your order upon request.

For engraved pieces, once the order is placed, we are not able to cancel or update the order.

Feel free to reach out to us within an hour of placing your order and we will try our best to accommodate the change before the order is processed. Kindly note that as our team works hard to get your order dispatched as quickly as possible, we are unable to guarantee the change. Once the order is shipped, Charm & Lace cannot change the address on our end but you can follow below steps to submit special delivery instructions to the shipping carrier.

DHL US and International Follow this link here, choose your country and input your waybill (10-digit tracking number). You'll then have the option of changing your delivery.

FedEx US and CAN You’ll receive an email directly from FedEx with the tracking information once the parcel is scanned into their system. Please follow the 'Manage My Delivery' portal link which allows you to request a pickup from a FedEx pickup point or a vacation hold for a longer period of time!

Canada Post Canada Post is not able to accommodate any requested changes to shipment once dispatched.

Fleet Optics Once dispatched, Fleet Optics is unable to change shipping address.

Please refer to our Shipping Policy.

We offer store credit for gifted orders returning within the 60-days of purchase. Please check our return policy to make sure the item is eligible for a return and send us an email at contact@charmnlace.com requesting your return label. Don’t forget to include the following:

The order number (Don’t worry if you don’t have one).

The original purchaser’s full name and email address also help us track down the order).

The address where the jewelry will be shipped from.

The email address associated with your Charm & Lace account so we can apply the credit once processed.

If you haven’t created one yet, you can create one now by clicking the little user icon on the top right corner of our page.

Due to the impact of COVID-19 and protecting our team’s safety, we’re temporarily experiencing longer processing times for returns. We’re working to accelerate this timeline but for now, please note your return will be processed within 7 business days from the time we receive it in our warehouse. Once processed, we will send you a confirmation via email! For more details, please check our Payments FAQs!

Kindly note that Canada Post is experiencing ongoing delays and your return package may not make in time for your return cut-off date. But no worries, we’d be happy to accept them as long as the parcel is handed over to the carrier before the date.

This is likely because they are requesting a commercial invoice. However, our courier's commercial invoices are paperless and/or can be retrieved on their end. This goes for both US and international return shipments. Should you have any trouble with returning your item, feel free to reach out to us at contact@charmnlace.com. We'll be happy to help!

Please ensure to send back the correct and complete item(s) for your return. Due to logistics and customs restrictions, Charm & Lace cannot reship or store non-Charm & Lace items mistakenly sent as returns.

Please refer to our Shipping Policy.

DUTIES AND TAXES

1. United States and Canada Duties are included. Taxes are applied at check-out according to the state/province of the shipping address.

2. Australia, United Kingdom and Germany Import taxes and duties are included in the price of the products and there are no additional charges upon delivery.

3. Other international shipments There may be duties and taxes incurred on your shipment that you will be responsible for. Please note that Charm & Lace does not have any control over these fees and we cannot advise as to what the costs will be, as they vary by country. For more information, please contact your local customs office. Keep in mind that we’re not able to reimburse you for duties and taxes paid upon delivery.

FOREIGN TRANSACTION FEES

Charm & Lace does not charge any additional fees other than the total amount owed for the order. Other fees would have been applied by your bank and are not under the control of Charm & Lace. As we're based out of Canada, banks in other countries may consider us a "foreign company" and charge additional international fees on their own. We are not able to provide a refund for any foreign transaction fees.

Should you have confirmed that the charge was made on Charm & Lace’s end, please reach out to our customer happiness team at contact@charmnlace.com with the details on the charges!

Should you decide to deny the shipment due to duties and other fees, the package will be returned back to us and you will be refunded for the order after deducting the return shipping fee.

We ship to the following countries! Kindly note that we do not ship to PO boxes, parcel lockers, APO or FPO addresses at this time.

North America Canada, Puerto Rico, United States of America

Oceania Australia, New Zealand

Europe Austria, Belgium, Czech Republic, Denmark, Finland, France, Germany, Hungary, Ireland, Italy, Netherlands, Norway, Poland, Slovakia, Spain, Sweden, United Kingdom

Asia Hong Kong, Indonesia, Japan, Malaysia, Philippines, Singapore, South Korea, Taiwan, Thailand

Middle East Qatar, Saudi Arabia, United Arab Emirates

Due to the safety of the team, couriers have suspended the signature requirement and may leave the parcel at the final destination should it be deemed to be a safe area. You can arrange to have the parcel directed to a pickup location by following the below steps.

FedEx Once your package has been picked up from our facility and scanned into their system, you will receive an email from FedEx. You can click through this email to have it picked up from the nearest FedEx location or arrange a vacation hold!

DHL DHL offers various delivery options - once your package has been picked up and scanned into their system, you can visit https://delivery.dhl.com/or call 1-800-225-5345 to coordinate a new delivery date or pickup location!

Fleet Optics Deliveres to GTA, Vancouver, Edmonton, and Calgary are shipped via Fleet Optics and parcels may be left at the doorstep should it be deemed to be a safe area. Alternatively, you have the option to request “do not safe drop” and also add special delivery instructions by following the link provided in the 'Charm & Lace - Out for Delivery' Email.

Note: If your order shows as delivered but is nowhere to be found, please email contact@charmnlace.com within 7 business days of the delivered date. Any items reported as lost past this period will be denied for replacement or refund.

You can pay for your order using a variety of payment methods! Your payment method is charged at the time the order is placed, including for those items that are shipping later and/or made-to-order. This will ensure that your order is placed in the queue to be fulfilled and shipped as soon as possible.

Please note that once the order has been placed, we are unable to change the method of payment and/or currency.

Credit card or Debit Visa Card If you have a Charm & Lace account, your default billing information will appear at checkout. Otherwise, you can manually enter the payment details at the time you place the order. Kindly note that depending on the restrictions on your card, the transaction may be declined by the bank. We do not accept prepaid credit cards, Visa/Mastercard gift cards, or Discover cards at this time. Charm & Lace reserves the right to detect and check the validity of the card used and may decline transactions depending on the result of these checks.

Paypal Simply click the PayPal option during checkout where you will be asked to log into your PayPal account. Once the order is completed, you will be redirected to the Charm & Lace site.

Store Credit To use store credit, simply sign in using your Charm & Lace account before placing the order and the amount will automatically deduct from the total. Charm & Lace store credit does not expire and can be used at any time!

In case you have store credits issued in more than one currency, separate orders must be placed in each corresponding currency. To change the currency setting, simply toggle the dropdown located on the top right corner of the page.

Store credits are issued in the same currency as the original purchase and we are unable to combine them into one currency.

Please refer to our Returns Policy.

DUTIES AND TAXES

United States and Canada Duties are included. Taxes are applied at check-out according to the state/province of the shipping address.

Australia, United Kingdom and Germany Import taxes and duties are included in the product price and there are no additional charges upon delivery.

Other international shipments There may be duties and taxes incurred on your shipment that you will be responsible for. Please note that Charm & Lace does not have any control over these fees and we cannot advise as to what the costs will be, as they vary by country. For more information, please contact your local customs office. Keep in mind that we’re not able to reimburse you for duties and taxes paid upon delivery.

FOREIGN TRANSACTION FEES

Charm & Lace does not charge any additional fees other than the total amount owed for the order. Other fees would have been applied by your bank and are not under the control of Charm & Lace. We are not able to provide a refund for any foreign transaction fees. Should you have confirmed that the charge was made on Charm & Lace’s end, please reach out to our customer happiness team at contact@charmnlace.com with the details on the charges!

Simply enter the discount code by using the Discount code button found at checkout! A limit of one (1) discount may be applied to each order. If a second discount code is applied, our system will automatically select the better deal and the other discount will not be applied. Discount codes cannot be used in conjunction with free shipping discount codes, referral credit, referral codes or any other type of discount. Charm & Lace has the right to hold and or cancel orders that use more than one discount code.

Kindly note that Charm & Lace gift cards and Bundle Sets are excluded from all discounts.