Refund policy

Refund & Return Policy

No Returns on Personalised Items

Due to the bespoke and personalised nature of our products - including items engraved or customised with names, dates, initials, or other personal details - these items are non-returnable and non-refundable. This policy is in line with consumer protection standards for made-to-order goods.

We encourage you to review all personalisation details carefully at checkout. We will produce your item exactly as specified in your order. If you are unsure about spelling, sizing, or customisation choices, please contact us before completing your purchase.

Damaged or Defective Items

We take great pride in the quality of every item we make. However, if your order arrives damaged or with a defect caused during production or shipping, we will make it right — at no additional cost to you.

To report a damaged or defective item:

• Contact us within 48 hours of receiving your order
• Email hello@mommyscharms.com or message us on WhatsApp
• Include your order number and clear photos of the damage or defect

We will assess the issue and offer a replacement, re-make, or store credit at our discretion. We do not issue cash refunds for damaged items unless the item cannot reasonably be replaced.

Incorrect Orders

If we made an error on your personalised item (for example, the name was engraved differently to what you submitted), we will remake and reship the item free of charge. Please report incorrect orders within 48 hours of delivery with a photo of the item.

Customer Input Errors

If a personalisation error was made due to incorrect information submitted by the customer (such as a misspelled name or incorrect date), we are unfortunately unable to offer a free replacement. However, we will offer you a re-make at a discounted rate. Please always proofread your personalisation details carefully before placing your order.

Non-Personalised Items

For the small number of items in our range that are not personalised, we accept returns within 7 days of delivery, provided the item is unused, in its original packaging, and in resaleable condition. Return shipping costs are the responsibility of the customer. Please contact us first to initiate a return.

Gift Wrapping & Packaging

Our gift wrapping and packaging upgrades are non-refundable once an order has been dispatched.