Refund policy

We hope you love your order. However, if you need to return an item, we are here to help.

30-Day Returns

We offer a 30-day return policy. This means you have 30 days from receiving your item to request a return.

To be eligible for a return, your item must be returned in the same condition that you received it: unused, unworn, with any tags still attached and in its original packaging.

To start a return, please contact us at sonia@sparkscharms.co.uk.

Returns should be sent to:

Sparks Charms
2 Medlar Court
Swindon
SN2 1TKL
United Kingdom

Please wait for return instructions before sending your item back.

Urn Returns

Urns may be returned within 30 days of delivery, provided they are unused, in their original condition and returned in the original packaging.

If an urn arrives damaged, please contact us immediately before arranging a return or disposal. Clear photographs of the urn, the outer packaging and any internal packaging will be required so we can assess the issue and arrange a replacement where appropriate.

We cannot send a replacement for transit damage until the required photographs have been received and reviewed.

Damaged, Faulty or Incorrect Items

Please inspect your order as soon as it arrives. Contact us immediately if your item is defective, damaged or incorrect so that we can assess the issue and put things right.

Where possible, please include your order number and clear photographs of the item and packaging in your message.

Non-Returnable Items

Some items cannot be returned unless they are faulty or have been sent in error. This includes engraved, personalised or customised items.

If you are unsure whether an item can be returned, please contact us before placing your order.

Exchanges

The quickest way to receive a different item is to return the original item and place a new order once your return has been accepted.

For bracelet size exchanges, please contact us using the contact form or email sonia@sparkscharms.co.uk before returning your item so we can advise you on the best next step.

Refunds

Once we receive and inspect your return, we will let you know whether your refund has been approved.

If approved, your refund will be processed to the original payment method. Please allow time for your bank or card provider to process the payment after the refund has been issued.

Your statutory rights are not affected.