Charlie’s Star Creations
Refund & Returns Policy
At Charlie’s Star Creations, every item is handmade with care and attention. Many of our pieces are personalised or made to order, so we kindly ask you to read our refund and returns policy carefully before purchasing.
Personalised & Custom Resin Orders
Personalised items cannot be refunded or returned unless:
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The item arrives damaged,
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There is a mistake made by us (e.g., incorrect name, colour, or design not as agreed), or
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The item is faulty.
This includes items such as:
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Name pieces
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Memorial items
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Ashes pieces
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Newborn keepsakes
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Photos or hair inside resin
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Custom colours / shapes
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Any bespoke or made-to-order item
If any issue occurs, please contact us within 48 hours of receiving your order and include clear photos so we can make it right.
Non-Personalised Items
For non-custom items (e.g., crystals, flowers, general décor), you may request a return or exchange within:
14 days of receiving your item.
Items must be:
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Unused
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In their original condition
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Returned at the customer’s expense (unless the item is faulty)
A refund will be issued once the item is received and inspected.
Damaged or Faulty Items
If your order arrives damaged or faulty:
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Please contact us within 48 hours of delivery.
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Include clear photos of the issue and packaging.
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We will offer a replacement or refund, depending on your preference.
Additional Notes
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We cannot refund orders where incorrect delivery information was provided at checkout.
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Refunds will be processed back to your original payment method.
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Please allow 5–10 business days for refund processing once approved.