FAQs
Frequently Asked Questions
Can I return my order if I change my mind?
Because each order is processed and shipped quickly, we’re not able to accept returns or cancellations for change of mind, sizing errors, or unwanted gifts. Please double-check your order details before confirming at checkout!
My order arrived damaged — what do I do?
Oh no! We’re so sorry about that. Please email us within 7 days of delivery at support@shopcharmrush.com with your order number, a brief description, and clear photos or a short video showing the damage. We’ll review it right away and send a replacement or refund if eligible.
See our full return policy here.
I received the wrong item or something is missing. Help!
We’ll fix that for you! Just send us a photo of what you received and your order number. We’ll resend the correct item or the missing piece at no extra cost.
My tracking says “delivered,” but I didn’t get my package.
Sometimes packages get delivered to a neighbor or held at your local post office. Please check with them first. If the package still can’t be found, contact your local postal carrier for a non-delivery certificate. Once you have that, reach out to us and we’ll investigate further. Unfortunately, we can’t refund or replace orders confirmed as delivered by the carrier.
How long will it take for my order to arrive?
Most orders arrive within 7–12 business days depending on your location and the time of year. During holidays or peak seasons, shipping times can take a bit longer. You’ll receive a tracking link as soon as your order ships so you can follow its journey!
My package is delayed. What can I do?
If your order has been in transit for more than 45 days (U.S. orders) without updates, please contact us. We’ll open a dispute with our shipping partner and keep you updated along the way.
What if my order gets returned to sender?
If a package is returned due to an incorrect address, refusal, or unclaimed delivery, we’re unable to issue a refund. Please double-check your shipping details at checkout to make sure everything’s correct before placing your order.
Do you offer exchanges?
We currently don’t offer direct exchanges, but if your item arrives damaged or incorrect, we’ll happily send a replacement or refund you.
How can I reach you for help?
You can always reach us at support@shopcharmrush.com. We do our best to reply within 24–48 hours on business days. We truly appreciate your patience and kindness — we’re a small team doing our best to make sure your order makes you smile!