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What is your replacement policy?

Last Updated: Jul 20, 2017 10:52AM EDT
We'll always do our best to offer you a replacement for your damaged and missing items or missing boxes.
* If you receive a damaged item, please send us an email within 14 days of receiving your box with photos of the damage alongside the shipping label on your box. Both items must be photographed together, in the same picture.

Please make sure to send us a picture like the one above. Please don't black out the name and address.
* If you're missing an item from your box, please let us know within 14 days of receiving your box.
Sometimes, we run out of stock of replacement items. When this happens, we'll be sure to provide you with the full value of the product in Charms, instead, so that you do not miss out on its value.


Replacement items ship out the following month from the date they are processed. For example, if your replacement was processed in March, it will ship out in April. If the item fits in your box, it'll be sent in your next box. Otherwise, it'll be shipped out to you in separate packaging and you'll receive an email with your tracking number once it ships.

*If you're missing your box, please send us an email with your best shipping address within 30 days of your box being reported as delivered. You are only allowed one replacement per calendar year for a box marked as delivered. We are unable to offer a replacement for a box when the tracking information is no longer available by FedEx/USPS/DHL/Canada Post.
*If your box was never delivered, please send us an email with your best shipping address so that we may further assist you in receiving your missing box.
Replacement boxes ship out within 5-10 business days from the date they are processed; remember, business days don't include weekends or holidays. You'll receive an email with your tracking number once your box is on its way to you.

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