Help Centre
Return & Refund Policy
Everything you need to know about returns, damaged items, refunds, and cancellations at Mom's Charm.
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Do you accept returns on personalized products? –
Personalized and customized items (such as name-printed luggage tags, cushions, mugs, and bottles) are made uniquely for you and therefore cannot be returned or exchanged. We are unable to accept returns for personalization errors caused by incorrect details provided at the time of order, so please double-check all spellings and details before approving your design proof.
Do you accept returns on non-personalized products? –
As each of our products is prepared and dispatched with care, we do not offer returns or exchanges on non-personalized products either, except where the item arrives damaged, defective, or incorrect (see below).
What if my order arrives damaged, defective, or wrong? –
If your order arrives damaged, defective, or you received the wrong item, we will arrange a replacement or refund. To process any such claim, we require a
clear, continuous video of the parcel being opened — recorded from the very start of opening the sealed package through to the end, without any breaks, cuts, or pauses.
Claims without a complete, unbroken parcel-opening video cannot be accepted. Please raise the complaint within 48 hours of delivery, along with the video and your order number.
How do I request a return or report an issue? –
Reach out to us on WhatsApp at
7703977966 / 7011205937 or email
momscharm@gmail.com. Please include:
- Your order number
- The reason for the complaint
- The complete, unbroken parcel-opening video (for damaged, defective, or incorrect items)
How are refunds processed? –
For approved claims on broken, damaged, or wrong products, you may request a refund to the card, wallet, or account originally used to make the payment. Once your claim is received and verified, approved refunds are processed within 7–10 business days. Depending on your bank or payment provider, it may take additional time to reflect in your account.
Can I cancel my order? –
Orders can be cancelled before they enter production or dispatch. Since personalized items begin production quickly, please contact us as soon as possible if you wish to cancel. Once a personalized item has entered production, it cannot be cancelled.
When is Mom's Charm not liable for a claim? –
Mom's Charm is not liable to compensate in any form for a couriered order in the following cases:
- If the complaint is made after 48 hours of the delivery date.
- If a complete, unbroken parcel-opening video is not provided for a damage or defect claim.
- If the products are delivered to an incorrect address provided by the sender.
- Unsuccessful delivery due to the recipient not being available at the address provided at the time of delivery.
- If the recipient refuses to accept the product.
We may occasionally send you an invitation by email to review a product you've purchased.