Refund, Exchange & Return Policy
We offer exchanges within 15 days from the date of receipt, provided items are unused and returned in their original condition. Kindly note that gift recipients are not eligible for refunds. Engravable products, Permanent Bracelets, the “Made For” and “Always Us” birthstone collection, and earrings removed from their sealed pouch are not eligible for exchange due to hygiene and customisation reasons. No receipt is required as long as the order can be tracked in our system.
When purchasing under a 3 for 2 offer, all 3 items must be returned together in order to qualify for a full refund or full store credit. If only part of the order is being returned, the item may only be exchanged for another item at full price, since the customer cannot benefit from another offer, and store credit cannot be issued unless all items are returned together.
When CRSM points are used on an order, the original purchaser may exchange the item within the exchange period against another item at the full original value including the points used, or may receive store credit only for the amount actually paid, while the points used are refunded back into the purchaser’s CRSM account. If the item was gifted and the gift recipient comes to exchange it, the item may still be exchanged against another full-price item at the full original value including the points used, or the gift recipient may receive store credit only for the amount originally paid, while the points are added to the gift recipient’s CRSM account.
When benefiting from a free gift with purchase, the free gift may only be exchanged for another item from the free gifts collection available at the time of purchase. If an item from that order is returned without the free gift, store credit cannot be issued. However, the item may still be exchanged at its full original value against another full-price item, and therefore cannot benefit from another offer or promotion.
All jewellery is covered by a 12-month warranty against manufacturing faults only. Damage caused by wear and tear, scratches, dents, misuse, neglect, or improper care is not covered under warranty.
For Countries Outside of Malta
• Refund Method: We offer store credit only, which can be used for future purchases on our website.
• There will be a €10 return fee, which will be deducted from the store credit.
For Malta & Gozo:
Customers in Malta and Gozo can choose between the following options:
1. Store Credit Option: Similar to the process for countries outside Malta, you can opt for store credit, with a €5 return fee deducted from the credit.
2. In-store Exchange or Return: You can visit one of our physical outlets to exchange or return the product directly. There will be no return fee if the item is exchanged or returned in-store.
How to Initiate a Return or Exchange (Online Process)
To initiate a return or exchange online, please follow these steps:
1. To initiate a return, please send an email on info@carismacollections.com
2. Enter your order number and the email address or contact number used to place the order.
Approval & Pick-Up:
1. Once we review and approve your return request, you will receive an approval email.
2. Our team will contact you to confirm the pick-up address for your return.
Return Pick-Up Process:
1. Our courier will collect the item from your provided address.
2. Inspection & Store Credit: Upon receiving the returned item, we will inspect it to ensure it is:
• Unworn and in its original, undamaged condition.
• Returned in the same state as you received it.
3. After passing inspection, we will issue store credit equal to the amount of your original purchase (minus the €5 return pick-up fee).
4. You will receive an email confirmation of your store credit once the return is processed.
Please note that a €5 pick-up return fee will be deducted from your store credit. This fee covers the cost of the return service and will be applied automatically.