FAQ’s

How Do I fit the charms to the shoe?

Simply push them in at a 45 degree angle in the desired hole in the shoe. The fabric of the shoe will gently open as it is very flexible. 

Push downwards so the base of the charm snaps into place.

Now turn the charm to your desired position.

When removing the charm make sure you push from the inside of your shoe rather than pulling from the top.

 My Charm has broken, what can I do?

In the unlikely event that your charm should come of it’s back, if you have the back, this can easily be re glued on (gorilla glue is the best). Charms are decorative embellishments for shoes and are not designed for continuous use. It is recommended that you rotate charms on your shoe to avoid wear and tear. If a charm breaks within 14 days of your order and you are not able to repair it, a replacement or refund will be arranged. Please email cherubscharms1@gmail.com to arrange. 

I have lost my charm, is there anything you an do?

Unfortunately there is nothing I can do as a result of a lost charm. 

My order has arrived with missing or damaged items, what can I do?

If your order has arrived with missing or damaged items, please email cherubscharms1@gmail.com stating the order number and the items in question and you will receive an email with instructions with your next steps.

What happens if I selected an old or incorrect address when ordering.

We're really quick at packing your order up which means we can't make any changes once you've placed it. This includes changing the delivery option, delivery address or payment method.

If you're looking to redirect your parcel because you've selected an old or incorrect address, then we suggest trying to retrieve the parcel once it's delivered. If this isn't possible, then it's also worth trying to contact the present occupants to see if they can send the parcel on to you, return it back to us or, if it hasn't been delivered yet, refuse the delivery so it is automatically returned back to us.

If the parcel is returned, we'll automatically issue a refund when it arrives with us. We can't resend returned parcels, so you'd need to place a new order to the correct address.

 My order has been lost or delayed

You will receive tracking for your order via email. Should your order be delayed or lost in transit, please email cherubscharms1@gmail.com within 7 days of the expected delivery date. Should I not be informed within these timeframes I am unable to process a refund or replacement due to the claim timescale of my shipping provider.

I need to return my order

We hope you love your Cherubs Charms products, however if something isn’t quite perfect we’re here to help.  

Returns are accepted up to 14 days after receipt of your order.

Please notify us within 14 days if the item you receive is defective, damaged or if you receive the wrong item.

Please email us and include your order number and reason for return to: cherubscharms1@gmail.com and we will respond with return instructions.