Frequently Asked Questions
How do I add a second necklace?
How do I add a second necklace?
Simply, go back to the product page and add a second necklace including the personalized name and birthstone. You will then see both necklaces in the cart.
Can I change or cancel my order?
Can I change or cancel my order?
As each piece is made to order, changes or cancellations must be requested within 12 hours of placing your order. After this time, production may have already begun. We will do our best but we may not be able to accomodate your request if work has already commenced.
Can I preview my design before ordering?
Can I preview my design before ordering?
At this stage, designs are crafted based on the details you provide at checkout. Please double-check spelling and selections carefully before placing your order.
What materials are used?
What materials are used?
Our necklaces are crafted from high-quality stainless steel with a refined electroplated finish. They’re designed to be durable, tarnish-resistant, and suitable for everyday wear.
Will the necklace last?
Will the necklace last?
Yes — with proper care, your necklace is designed to maintain its shine and beauty over time. It’s made to be worn daily, not kept in a box.
What is the Escape Charms Satisfaction Guarantee?
What is the Escape Charms Satisfaction Guarantee?
Shop with confidence at Escape Charms.
Non-personalized items can be returned within 30 days of delivery. Because personalized pieces are custom-made just for you, they aren't eligible for standard returns.
If your order arrives damaged or faulty we'll make it right.
Your satisfaction is our priority with every order.
How do I care for my necklace?
How do I care for my necklace?
o keep your piece looking its best:
• Avoid contact with water, perfumes, and chemicals
• Remove before showering, swimming, or exercising
• Store in a dry place when not in use
With proper care, your necklace will maintain its shine for longer.
Shipping & Delivery
How long does shipping take?
How long does shipping take?
Each piece is made just for you. Please allow 1–5 business days for crafting before dispatch.
Shipping times vary depending on your location and will be shown at checkout.
Will I receive tracking information?
Will I receive tracking information?
Yes — once your order has been shipped, you’ll receive a tracking link via email so you can follow your delivery.
You can also always contact us for support.
Do you ship internationally?
Do you ship internationally?
Yes — we ship worldwide.We offer free shipping worldwide.
Returns & Exchanges
What is your return window?
What is your return window?
We offer a 30-day return window from the date of delivery for non personalized items.
Items must be returned in their original, unused condition with all tags attached and original packaging intact. If you received a damaged or defective item, please contact us immediately for a replacement or refund.
• Non-personalised items: Eligible for return within 30 days
• Personalised items: As they are made just for you, they are not eligible for return
What if my item arrives damaged or faulty?
What if my item arrives damaged or faulty?
If your item arrives damaged or develops a fault, please contact us at support@escapecharms.com with your order details and a photo of the issue. We’ll resolve it as quickly as possible.
How do I initiate a return?
How do I initiate a return?
To start a return, simply email us at support@escapecharms.com with your order number, photos and reason for return.
Our team will guide you through the next steps and provide return instructions.
Change-of-mind returns:
• Accepted within 30 days of delivery
• Items must be unused and in original condition
• Personalised items are not eligible
Faulty or damaged items:
If your item arrives faulty or develops a manufacturing issue, it is covered under our Escape Charms Care Guarantee.
Simply contact us with a photo and we’ll make it right.
Once your return is received and reviewed, we’ll resolve it as quickly as possible.
How are refunds issued?
How are refunds issued?
All refunds are processed back to the original payment method used at checkout.
Once your return has been received and approved, your refund will be issued to the same card or payment provider.
Depending on your bank or provider, it may take a few business days to appear in your account.If you have any questions, feel free to contact us — we’re happy to help.