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FAQ

SHIPPING
WE OFFER EXCHANGES FOR THE SAME PRODUCT ONLY
We have a 3-day exchange policy, which means you have 3 days after receiving your item to request an exchange for the same item. We offer exchanges in the case your charm(s) have been received and they have visible damage.
WE DO NOT OFFER REFUNDS.

To be eligible for an exchange, your item must be in the same condition that you received it, unworn or unused and have visible damage. You’ll also need proof of purchase (your order number) name and shipping address.

To start an exchange, you can contact us at shop.soprettycharms@gmail.com If your exchange is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting an exchange will not be accepted. Your replacement charm will be shipped to you as soon as the damaged product is received.

You can always contact us for any exchange question at shop.soprettycharms@gmail.com
 

Returnable Items
Please inspect your order upon reception and contact us immediately (within 3 days of arrival) if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Damaged Items and wrongly received items are the only items that can be exchanged. You will not be able to pick a different charm if yours is received damaged, it will be replaced with the same charm. If the item is not reported as received damaged or the wrong item within 3 days, it will not be able to be replaced. The only case in which another item would be able to be chosen is if the original item bought had since gone out of stock and you would be offered an exchange of a same priced product or a refund. 
 
Exceptions / non-returnable items
All items besides those that are damaged or the wrong received items are NOT exchangeable. 

Unfortunately, we cannot accept exchanges on sale items or gift cards.
 

  Exchange Protocol
We will notify you once we’ve received and inspected your exchange request, and let you know if the exchange was approved or not via email. If approved, you’ll automatically be shipped your replacement item one we receive the damaged item. 

 

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