Refund requests, exchanges and order queries
Each seller on Charmskool Marketplace operates as their own entity. Charmskool will only facilitate communication in relation to any inquiries for a return and /or refund in accordance with the below:
- If the seller has first been notified via the 'Message Seller' button on the product page within 7 days of receiving the item
- If the seller has been unresponsive for more than 7 working days from your first contact regarding the refund via the 'Message Seller' function
If an item you have purchased is eligible for return and refund in accordance with the seller’s specific refund policy
- When contacting us, please include your order number, a description of the issue and images of applicable.
If the seller agrees to provide a refund, the item in question must then be shipped back to the seller within 7 days of the email confirming acceptance of the return.
- If the seller is responsive, but a solution cannot be reached after 30 days you can ask us to step in and mediate.
- At our discretion, we may change this agreement in accordance with business developments.
For order updates, changes, exchanges and cancellations, please use the 'Message Seller' button on the product page, as these options are under their jurisdiction solely. If you are unable to reach them after 7 days, please contact us on firstname.lastname@example.org and we'll aim to respond within 5 working days.