Refund & Returns Policy

Thank you for shopping with Twice the Charm Boutique. We value your support and want to provide a transparent and fair experience for all customers. Because many of our items are one-of-a-kind or chosen live during our TikTok and Whatnot shows, please review this policy carefully before completing your purchase.

Eligibility for Returns

Custom, Pre-Order & Live-Claimed Items — Not Returnable

The following items are final sale and cannot be returned or refunded:

  • Pre-Order Jewelry Bags

  • Custom jewelry bags or personalized items

  • Live-claimed items purchased during TikTok or Whatnot shows

  • Mystery bags, mixed jewelry lots, and wearable/craft-quality assortments

These products are non-returnable due to the nature of live claiming, mixed lots, and individually curated selections.

Standard Website Items — May Be Eligible

Non-custom items purchased directly from our website may be eligible for return if they meet all of the following requirements:

  • Item is unused, unworn, and in original condition

  • Item is in its original packaging

  • Return request is submitted within 14 days of delivery

  • Product page does not state the item is final sale

Twice the Charm reserves the right to deny any return that does not meet these conditions.

How to Initiate a Return

  1. Email Us:
    Send an email to [email protected] with your order number, item details, and reason for return.

  2. Approval Required:
    We will review your request and reply within 3 business days.

  3. Shipping:
    Once approved, return shipping instructions will be provided.

    • Customer is responsible for all return shipping costs.

    • A trackable shipping method is required.

Refund Process

Refunds will be issued to the original payment method after we receive and inspect the returned item.

  • Processing time is typically 7–10 business days after approval.

  • Items that are used, damaged, missing parts, or improperly packaged may result in a denied or reduced refund.

Damaged or Defective Items

Because many of our items are shown clearly on live video before being claimed, we must limit refunds and replacements to situations that were not within the customer’s control.

What Is Covered

We will gladly review and assist when:

  • The shipping package arrives visibly damaged

  • There is a packing error on our end (missing or incorrect item)

  • A new, handmade, or individually listed item arrives defective in a way not shown during the live claim

To qualify, you must contact us within 48 hours of delivery with:

  • Clear photos of the damaged item

  • Clear photos of the package and shipping label

  • Any visible damage to the box or mailer

If approved, we will refund or replace the eligible item at no extra cost.

What Is Not Covered

The following issues do not qualify for replacements or refunds:

  • Items claimed during a live show that arrive broken without visible carrier damage

  • Any broken items found inside Pre-Order Bags, mystery bags, or mixed lots

  • Items damaged after delivery or from normal wear

  • Items that were shown clearly on live before purchase

  • Items opened, altered, or used before reporting an issue

If shipping damage occurred, the buyer must file a claim with the delivery carrier (USPS/UPS) using the photos of the damaged package.

Why This Policy Exists

Live-claimed items are often one-of-a-kind, and once they’re claimed, they are immediately removed from inventory.
To keep our prices fair and protect our small business, replacements and refunds can only be issued when the mistake or damage is truly out of the customer’s control.

Exchange Policy

We do not offer direct exchanges.
To purchase a different item, please complete a return (if eligible) and then place a new order.

Late or Missing Refunds

If you have not received your refund after 10 business days:

  1. Check your bank or payment account

  2. Contact your card issuer, as processing delays may occur

  3. If you still need help, email us at [email protected]

Contact Us

For assistance with your order or questions about this policy, contact:

📧 [email protected]
Please include your name, order number, and any relevant photos.