FREQUENTLY Asked Questions

Frequently Asked Questions

We hope we can answer all of your questions! If not then get in touch with us and we will be more than happy to help!  

How do I know these are genuine?

We work with many different suppliers to ensure that our charms are of the best quality, each charm is checked by us before we issue them to our customers. You will also note a S925 mark on each of our charms.

What if I don’t receive my item?
Please allow up to 7 working days for all orders within the UK. For International standard please allow up to 14 days, as this is not tracked. Should you have any problems please contact us at hello@totallycharming.co.uk
Can I return my item?

We do accept returns, Please get in touch with us at hello@totallycharming.co.uk if there is an issue with your order. We would be more than happy to help!

When do you ship?

We aim to ship your item within 1 working day of you placing your order. If there has been a delay we will let you know.

I haven't received an order confirmation?

If you haven’t received an order confirmation by the next working day, let us know at hello@totallycharming.co.uk and we’ll be happy to help.

How does backorder work?

Sometimes we will run out of a product and you’ll be able to order the product on a backorder basis. This means that when we get the item back into the storeroom we will ship it to you straight away. You’ll see on the order page the date that we expect to have it back in stock, You’ll also receive an email as soon as we have dispatched it. Yes, It really is that simple

How does pre-order work?

Sometimes you’ll see items on our store that we have lovingly sourced but haven’t arrived with us yet, You will however still be able to order them though! We’ve probably put them on the store because they are due any day now. You’ll see the date that we expect to have it in the stockroom and you’ll receive an email off us when we pop it in the post box! Pre orders are fullfilled on a first come first serve basis.

What payment methods do you accept?

We accept all major payment methods on our site with Stripe being our payment processing partner, so you know your payments are 100% secure and safe. We also accept PayPal payments as well as Apple and Google payments. 

Will i have to pay customs or duty charges?
Customs and duty may be applicable upon entering your country, these charges are the responsibilty of the customer. We will provide accurate customs information on any package delivered outside of the UK to ensure the correct rates are charged.
My Item(s) arrived damaged!
Nooo! This is not something we like to hear, apologies that this has happened. Get in touch with us at hello@totallycharming.co.uk and we will resolve this for you as soon as we can! Make sure to send us pictures so we can chase this with our delivery partners and give them a right good telling off