Frequently Asked Questions

Please either email us on help@licensedtocharm.com Monday-Friday 10.00am-4.00pm.

Please note, Promo codes can only be applied during purchase. Customer Service will be unable to honour any promotional code adjustments post-order.

To apply a promotional code:

• When you are ready to checkout, click on the Basket Icon and click the "Checkout."
• Click on the link "Click here to add" next to "Apply Discount Code?" underneath all the items in your basket.
• Enter your promotional code into the box and click the gold "Apply" button.

Once applied, the discount will be displayed straight away.

• If the promotional code is invalid, you will see an error message stating 'Invalid coupon code'.

Why is my promotional code invalid?

• You may have entered the code incorrectly. Please check that your code is correct, and try again. Please note, in some cases, letters may be mistaken for numbers: for example, the letter O and the number zero (0).
• You may not have met the terms and conditions or minimum spend requirements.
• Unless otherwise specified, promotional codes and/or discount offers cannot be used in conjunction with any other offer. Unless otherwise stated, offers do not apply to delivery charges. Please check relevant delivery terms and conditions online.

Where can I get a promo code to use on my order?

We understand that our customers like to get their hands on a great deal from time to time. It is worth checking the website as we're always running great promos where you can grab yourself a steal.

If it's a discount code that you're after - we send these to our customers in our newsletters so why not sign up to our newsletter. Sometimes you will spot a code on our Twitter or Facebook or the banner on our website too - keep your eyes peeled!

When you sign up to our newsletter you will gain early access to exclusive offers like Black Friday, birthday treats, new arrivals, style updates and seasonal sales. Plus, you will get 10% off. 

The promotional code will appear as soon as you hit the subscribe button please wait for your promotional code to pop up.

Yes, it is safe to order on Licensedtocharm.com. We use industry-standard encryption technologies when transferring and receiving customer data exchanged with our site server. At Licensed to Charm we respect your privacy, and we will only disclose your personal information as described in our Privacy Policy

Unfortunately, we cannot add discounts to orders once the order has been placed.

All our jewellery is crafted in precious metals. We use a solid sterling silver base with a thick vermeil-plating (3 microns!) of 18ct gold or 18ct rose gold. Every piece is designed to be enjoyed for years to come. You can find out more about silver and vermeil jewellery in our care guide.

All our jewellery is nickel-free and perfect for everyday wear.

A jump ring is a ring that slides on to a neck chain while a clip-on fastening is designed for use on a chain charm bracelet or charm carrier. We use either 6mm oval jump rings, or 5mm round ones.

We use both 6mm oval and 5 mm round jump rings depending on the style of the charm in question. Both will fit over the end of most chains.  We can vary this to order if you want to match a specific size or chain.

We apply a oxidising agent to ‘antique’ the surface of many of our designs to enhance the design and emphasise details and facial features. This is then removed, and each piece is hand polished to a shiny finish, and to remove any residue.

Yes, we can offer custom finishes with some collections. Please email help@licensedtocharm.com your request and we will try to accommodate it.

Different chain lengths may be available. Please email your request and we will try to accommodate it.

You will find advice in our jewellery care guide

If you have received an incorrect item in your order, please contact our Customer Service Team at cs.licensedtocharm.co.uk as soon as possible with your order number and details of what you have received, and we will be happy to fix this for you.

Our secure system accepts MasterCard, Visa, AmEx, PayPal, Google Pay, Apple Pay, Discover, Maestro, UnionPay, Bancontact, iDEAL, and ShopPay.

The time at which you'll be charged for your order will depend on the payment method you selected at checkout.

If your card is authorised, payment will be taken immediately, and you will receive an email confirming that your order has been successful.

If your card is not authorised, payment will not be taken, and we'll email to let you know your bank or card issuer wouldn't authorise the payment.

1. Place your order again

If your payment has been declined, then you will need to place your order again. We are not able to reinstate an order once the payment has been declined.

1. Make the relevant checks

• To help ensure your order is not declined when placing a new order, we suggest checking the following:
• Check the card details on your Licensed To Charm account to make sure the information is correct, e.g. the expiry date or your billing address.
• Make sure you enter the security code correctly - that's the three-digit number on the back of your card.
• Your card issuer may have declined your payment - as they do not tell us the reason for this, it's best to check with them or contact your bank.

If you have checked all of the above, try paying with another card.

1. Contact us

If you've tried all these and are still having problems, contact our Customer Care Team help@licensedtocharm.com with as many details as you can about the issue - including any error messages you receive and we'll try to resolve it as soon as we can.

To pay with PayPal, you'll need to set up a PayPal account on the PayPal website. It only takes minutes to open a PayPal account and it's free. It will appear as a payment option at the checkout and you will be able to use paypal.

Why pay with PayPal?

• It's safer: shop at thousands of websites without sharing your financial details.
• It's faster: with no need to type in your card details, you can check out in a few clicks.
• It's easier: all you need is an email address and password to pay online

Occasionally, you may receive a promotional code to use on your next purchase with us.

To apply a promotional code:

• When you are ready to checkout, click on the Basket Icon and click the "Checkout."
• Click on the link "Click here to add" next to "Apply Discount Code?" underneath all the items in your basket.
• Enter your promotional code into the box and click the gold "Apply" button.

Once applied, the discount will be displayed straight away.

• If the promotional code is invalid, you will see an error message stating 'Invalid coupon code'.

Why is my promotional code invalid?

• You may have entered the code incorrectly. Please check that your code is correct, and try again. Please note, in some cases, letters may be mistaken for numbers: for example, the letter O and the number zero (0).
• You may not have met the terms and conditions or minimum spend requirements of £80.

Where can I get a promo code for my order?

We understand that our customers like to get their hands on a great deal occasionally. It is worth checking the website as we're always running great promos where you can grab yourself a steal.

If it's a discount code that you're after - we send these to our customers in our newsletters so why not sign up to our newsletter? Sometimes you will spot a code on our Twitter or Facebook or the banner on our website too - keep your eyes peeled!

Promotional codes cannot be used in conjunction with any other promotional code or any sales running on the site. Offer does not apply to delivery charges. Please check relevant delivery terms and conditions online.

What do I do if I receive a faulty item in my order?

We try really hard to make sure that your items arrive in perfect condition; sometimes things may be damaged in transit. As soon as you discover a fault, please contact the store or Customer Services at help@licensedtocharm.comwith the following detail

1. order number, the name of the faulty item and it's product code where possible (this may be referred to as it's SKU code)
2. A photo or description of the fault

Depending on the fault, we may ask you to return the item. We will then send you a replacement item or a refund as quickly as we can. If the item has gone out of stock, we will arrange a refund for you.

If you would like to return a purchase, you may do so within 28 days of the date of despatch. The item must be in resalable condition and in its original undamaged packaging, complete with its original undamaged external box, if applicable. Please include your order number and the reason for return.  We reserve the right to refuse to exchange or refund items that are not returned within 28 days of delivery. Items bought online are returned at your own expense.

Please note that we cannot accept earrings back due to hygiene reasons

During busy periods, our confirmation email might take longer than usual to reach your inbox, but it normally delivers within 15 mins.

Alternatively, if you have an account with us and placed your order while logged in, you can check your order details by logging in and clicking "My Orders".

If you have not set up an account, email us at cs@licensedtocharm.com and we will be able to look for you.

Please check your spam/junk folders and any other email addresses you may have in case of auto-fill.

If you haven't entered your email address correctly when you placed your order, you won't receive any of the order updates and we're not able to change the email address in the order.

This service is available to registered users of the Online Shop.

Your wish list may contain up to twenty products that may be bought later or marked as gifts ideas. Articles in your wish list can be purchased at any time by simply moving them into your Shopping Bag.

Please note that the prices of products are subject to change

Our website allows you to send to a different delivery address. When you reach the Delivery & Payment section while placing an order, you can select a new delivery address there. When creating a new account, there is an option to select an alternative delivery address to your billing address. Alternatively, if you have an account on our website, there is an address book log where you can add, edit and remove addresses.

A Pre-Order allows you to place an order for an item that we do not yet have in stock. In this event, we reserve your order and despatch it as soon as the item(s) comes available.

Now and then, scheduling and shipping dates can change, and some Pre-Orders can be delayed, brought forward or cancelled. If the delivery dates for an item change, we will update the item on our website. If we cannot fulfil your pre-order, we will send you an email to confirm why. Please be aware that making a pre-order does not guarantee that we will get that item into stock. We will take payment for pre-orders, but if we cannot fulfil, we will refund. We cannot be held responsible for suppliers' cancellations or date changes, and it will be the customer's responsibility to ensure that sufficient funds are available.

Orders are processed as soon as possible. If you place an order online in error or want to add something to an order you have already placed, please email us help@licensedtocharm.com immediately and quote the order number from your confirmation email.

We aim to despatch and deliver items within 2-4 working days for standard tracked orders. Once you have received your despatch email, we pass your items on to our courier for delivery.

Any order placed before 1pm (excluding Saturday & Sunday) and charged for Next Day delivery should be delivered the following working day (Mon - Fri exc Bank Holidays) and may require someone at the delivery address to sign for the parcel.

If your parcel is too large to be posted through your letter box, there is no obvious safe place to leave it and you haven't arranged an alternative delivery place with the courier you should receive a 'sorry we missed you' card from Royal Mail with details of where to collect your parcel or details of how to arrange a second delivery attempt.

You can also track your order in your account if you were logged in when you placed your order.

If you do not receive your order within this time frame and have not received notification from the courier about where your parcel can be collected or how to rearrange delivery, please get in touch with at help@licensedtocharm.com.

• Standard UK Delivery via Royal Mail Tracked 48 - £3.99 is FREE on orders totalling £60.00 or over.
• Express UK Delivery via Royal Mail Tracked 24 - £4.99
• International Tracked Delivery - £10.99 - £21.99 (We ship worldwide; prices and delivery times vary depending on destination)

Please note: Delivery times and costs will depend on the country; more details can be found here

UK order despatch times

We ask that you allow 2-4 working days to receive your order once despatched on standard deliveries.

Orders must be placed before 2 pm on UK mainland express deliveries to receive the next working day. These deliveries are normally sent by Royal Mail and require a signature.

Orders placed on a Friday after 1 pm, during the weekend, or on a Bank/Public Holiday will not be despatched until the following day.

Please note: Express Deliveries: Saturdays, Sundays and Bank Holidays are not considered working days. Delivering orders within Northern Ireland, the Channel Islands, the Isle of Man, the Scottish Highlands and Islands, the Scilly Isles, and the Republic of Ireland may take longer; please allow three extra days;

Yes - for everything we sell. At checkout, we will let you know if any item in your basket isn't available for international delivery and you'll need to remove any of these from your basket to place your order.

UK orders for international delivery

Information regarding tax that you may have to pay on your order if you are sending it to an international address outside EU:

If your order is to be delivered outside the European Union, it may attract import duty and local sales taxes

• The recipients (not the sender) will need to pay on receipt of the shipment – Licensed To Charm do not provide details, calculate, or provide methods for these payments and they can't be pre-paid
• We advise these costs are checked prior to placing your order
• These rules vary by country and your local government determines duty and customs charges

Breakdown of charges:

• Payment for products and delivery services are to be made in pounds Sterling
• All prices shown on the website for both products and delivery services are inclusive of any applicable UK VAT and exclusive of UK VAT where not applicable
• This means that the total price you pay us for products is always the same, regardless of whether or not UK VAT is chargeable on the sale

You can track the progress of your order using a unique tracking reference number. You can find your number in your order history.

Alternatively, you can find the unique tracking reference number on the email you will have received from us. You can track the progress of your parcel at the Royal Mail website, by selecting the track your parcel icon and enter your tracking number - this will give you the up to date status of your order.

Please note If you wish to reschedule, you can:

1. Select an alternative delivery date
2. Opt for delivery to a nominated neighbour
3. Have the parcel left in a specified safe place
4. Upgrade your Royal Mail delivery (Additional charges may apply)

Royal Mail will require a signature to ensure safe receipt of your goods. If you are not available to collect and sign on the courier’s first visit they may leave it with a neighbour, or in a safe place (i.e. hidden from sight and protected from the rain). A calling card will be posted through your door to let you know this has been done. Our courier will deliver until 9pm in most areas.

We deliver to the whole of the UK, but please be aware that delivery may take a little longer to these areas: The Scottish Isles, Channel Islands, Isle Of Wight, Isle of Man, Northern Ireland and the following postcodes: AB, BT, DD, EH, GY, JE, FK, HS, IM, IV, KA, KW, KY, ML, PA, PH, TD, TR, ZE.

When you want to shop with us or access your account, we ask you to sign in.

1. If you find that your email address or password is not recognised, please make sure you are using the exact same email address and password that you used when you first registered with us.
2. If you can't remember your password, simply select the "Forgotten Password" link on the sign-in page and input your email address and follow the steps to set up a new password.

Once signed in you can change many of your details at any time just by signing into My Account.

If you are experiencing any other technical difficulties while using our site, please email the help@licensedtocharm.com

To help us investigate your problem please try to include as many of the following details as possible:

• Browser (Internet Explorer 6/7/8/9, Chrome, Firefox, Safari, iOS device, Android device etc)
• What page or category you were trying to access (e.g. Product buy page, product listing page, login, basket etc)
• When the problem occurred and any error message that appeared on the screen at the time

We manufacture throughout the UK to ensure we get the very best quality of product. Licensed To Charm has always had close working relationships with suppliers and they must all adhere to our compliance procedures before they can work with us.