FAQ
Most frequent questions and answers
ORDERS AND PAYMENTS
Once your purchase is complete, we will send you an order confirmation email.
Check your junk mail or spam folders if you can't find it. Otherwise, contact us through our form Contacts and we will be able to send you the confirmation e-mail again as a reference.
We accept all major payment methods including Visa, Visa Debit, Maestro, MasterCard, Amex, Paypal.
At Matter Of Charm, we take online security very seriously. At no time do we store financial information on our servers. Matter of Charm employs reliable and secure third-party hosting agents and payment providers to ensure the security of your personal information.
All our orders are always carefully packaged and shipped in individual gift boxes with ribbon and bow. Service is always included with purchase.
Should you also wish to include a card with a personal message, you can indicate the text in the order notes.
SHIPMENTS
Matter of Charm orders are packed and delivered to the courier for pickup by the date indicated on each product page, below the product name, and summarized at Checkout.
We use only reliable shippers such as UPS and DHL for all orders, including international orders.
To check in detail the shipping costs and times for each country please see the table below:
| COUNTRY | COST | DELIVERY TIME |
| European Union, UK and Switzerland | Orders up to 49 euros ➝ 6 euros From 50 euros ➝ free | 2-4 working days |
| Middle East | Orders up to 99 euros ➝ 25 euros From 100 euros ➝ free | 3-6 working days |
| United States | Orders up to 99 euros ➝ 25 euros From 100 euros ➝ free | 3-6 working days |
| Other countries | calculated at check-out | 4-7 working days |
* Any current promotions are not considered
Orders with destination outside the European Union may be subject to customs or import duties and tax charges once they reach the destination country. These costs are not calculable by Matter of Charm in advance and are the responsibility of the consumer.
RETURNS
If for some reason you are not satisfied with your order or have changed your mind, we accept returns on all items we manufacture, including earrings, which are sent back to us unworn and in their original packaging.
However, unfortunately, we cannot accept returns of engraved or other personalized items as we have customized them especially for you. (If an engraved or personalized item is received defective, please contact us to correct the problem.)
Also, we do not accept returns of vintage items belonging to the 'vintage selection' section.
You have 14 days from when you receive your order to decide if you want to return it.
To proceed with your return, email your order number and what you want to return to info@matterofcharm.com or fill out the form on the page Contacts
If the item falls under return acceptance, we will send you instructions on how to proceed with the return.
Return charges amount to the cost of shipping to return the products. Usually as follows:
Europe and UK: 13 euros
Extra EU (excluding UK) : 25 euros
We are committed to processing all refunds within 14 business days.
All refunds will be credited back to the original payment method.
Please note that shipping charges are non-refundable and international customs duties and sales taxes are not refunded for orders returned from countries outside the EU.
CARE AND MAINTENANCE
Always store your jewelry individually, preferably in the Matter of Charm box so that it will not rub, scratch or tangle. Special care should be taken with gemstones to ensure that they do not bump into each other during storage. Also remember to keep the chains secured so that they do not tangle.
Do you live in a humid environment? Store your jewelry with a small package of desiccant crystals to reduce oxidation.
Your gold and silver jewelry should be stored in a dark, cool, dry place. Over time and wear, sterling silver will naturally oxidize. Storing silver jewelry in a sealed plastic bag or airtight box when not worn will keep out the air that causes oxidation. The oxidation process is also slowed by wearing the jewelry often. However, if your jewelry is stored for long periods of time, occasional cleaning is recommended to maintain its shine and keep oxidation at bay.
Your jewelry is especially susceptible to damage from the effects of chemicals in perfumes, hairsprays, makeup, nail polish removers, body oils, suntan lotions and deodorants.
Thoroughly clean your jewelry with a soft, nonabrasive, lint-free cloth or buckskin; this helps maintain or restore its luster. If necessary, you can use a mild detergent with warm water and a soft toothbrush, then rinse with clean water and dry with a soft cloth.
Avoid using immersion polishes or abrasive jewelry cleaners as they contain harsh chemicals and can destroy your jewelry over time. Using jewelry polishing cloths that have been treated with detergents or polishing agents is not recommended.
