Frequently Asked Questions


 What happens if my package is lost or stolen?

We offer Route shipping protection at checkout for a small percentage of your order total. All claims are handled with Route.

By turning off Route package protection your package is not covered and we are not liable for your package once it leaves us.

In the event Route is not purchased you will be responsible for contacting USPS to request a lost package investigation.

Please have items shipped to a safe, secure location.

 What happens if my item arrives damaged?

We must be notified within 24 hours of delivery of any defective jewelry issues (ex: broken clasp, missing items/loose gems, etc).

A photo of the original packing slip is required.

A replacement of the exact item will be sent or store credit will be given (based on our discretion) upon the return of the defective item.

 What are considered business days?

Business days are Monday-Friday. Holidays are not included.

 How long will custom my order take?

Custom orders take about 2-6 weeks to ship depending on the type of custom. 

All items placed with custom orders are shipped when the custom order is complete. Tracking is sent once all items are ready.

This does not include weekends or holidays.

Icy Heart - up to 6 weeks

Ice Me out- up to 4 weeks

Custom Photo Heart- 1-2 Weeks

All other custom orders 2-3 weeks

Please refer to your original order email which shows you the time frame in which your custom order takes to make.

Unfortunately we are unable to give exact shipping dates or send photos of the item due to the high volume of custom orders.

Rest assured we work hard to ensure each piece is made correctly and as timely as possible. 


 Do you allow returns or exchanges?

For sanitary reasons returns and exchanges are not allowed.

Please be sure to measure for the appropriate fit.


 Can I cancel my order?

Due to our fast processing once an order is placed we typically cannot cancel it.

Please contact us immediately if you notice an error in your order so that we may do our best to resolve the issue before it ships.

Due to our frequently sold out items and health/safety we are not able to accept returns or exchanges.


 Is your jewelry real?

Product materials are listed on the website under each item.

Most of our items are Stainless Steel with Cubic Zirconia.

We also carry a few 925 Sterling Silver necklaces as well.

Please check out each product for specifics.

 How do I care for my jewelry?

Jewelry should not be worn in or exposed to water for extended periods.

Be careful and avoid exposure to perfumes, hair products, lotions, soaps, oils and household chemicals.

Always remove jewelry before exercising or cleaning.

When removing jewelry for these purposes be sure to store in a dry area.

Friction or contact with a hard surface can produce scratches or wear to the piece.

If necessary,use warm water with a mild, fragrance-free soap to clean plated items.

Gently pat dry with a clean cotton or microfiber cloth.

Most jewelry cleaners contain chemical elements that will slowly wear and fade plating over time.

All Charmbox jewelry comes with a velvet/mesh bag or box.

Use these items to store your jewelry when not being worn.

Following these steps will help ensure the longevity of your jewelry!

 My skin is sensitive. Will I have any issues?

Prior to placing your order please review the materials used in the product description.

While our products are hypo allergenic and our customers have not experienced issues with sensitivity we are not responsible for allergic reactions or any kind of rash associated with jewelry wear.

Should you find you are allergic to any of our products please discontinue use.