Return Policy


  • We will not be responsible for the cost of shipment of returns.
  • Items sent back to us without first requesting a return will not be accepted.
  • Wanting an refund without returning item, sorry No: Refunds or replacements are not available without the item being returned and inspected first.
  • You have 48 hours of receiving your order of Damaged or Faulty products, and if your items are dispose of, your return will not be process.



We have a 14-day return policy, which means you have 14 days from receiving your item to request a return. If 14 days have gone by since your delivery date, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be in the same condition that you received it, unopened, unused,and in its original packaging. You’ll also need the receipt or proof of purchase (your invoice number / order number).

To start a return, contact us. If your return is accepted, we’ll send instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

All items will be inspected upon return. In the unlikely event that an item is returned to us in an unsuitable condition, we may have to send it back to you at your cost.


Your parcel gets pass over to a third-party for delivery, Botanical Charm accpets no responsibility of damage made during delivery.

Eligible items must be in unused condition. If damaged, we have only an short window to put in claim with courier, contact straight away.

('damage glass' - Please get in touch with us as soon as your order arrives, contact us, if you ordered a glass item and you can hear that it's broken, do NOT open the box/courier bag. Some of are courier like to see the item for themselves before reimbursing us for the damage.')

  • Contact us to request a return via contact page. You must do this within 48 hours of receiving your order.
  • Tell us your order number / invoice number. Explain the problem and whether you’d prefer a refund or a replacement. Please provide photographic evidence of the fault/damage so that we can raise a claim with our courier provider.
    Do not dispose of the items that you receive, even if they are damaged. Please mind that if items or package has been disposed of, we will not process a refund or replacement.
  • We will check the product once we receive it and if you are eligible to receive a refund, we will send you a notification once the item(s) have been received and checked. (If we deem the product not to be faulty/ damaged, we will ship it back to you, at your costs).
  • Any refunds will be applied via the original payment method, e.g. your credit card. Once approved, refunds take 5 – 10 business days to process. Feel free to contact us if you have not received your refund after this period.


A 5% restocking fee will apply to any returned items that aren't faulty or damaged.



Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), personal care goods (such as beauty products and personal brushes), custom products (such as special orders or personalized items), newspapers and magazines. We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on gift cards.

For sale items, we cannot offer exchanges or refunds, unless the product is faulty. This includes items purchased during Sales.

Only regular priced items may be refunded.


Refund take approximately 5 -to- 10 business days to process.

If you haven't received a refund yet:

  • First check your bank account again. 
  • Then contact your credit card company, it may take some time before your refund is officially posted.
  • Next contact your bank. There is often some processing time before a refund is posted. 

If you’ve done all of this and you still have not received your refund yet, please contact us and we will be happy to follow up for you.


The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

We only replace items if they are defective or damaged.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.



Orders cannot be changed after they have been submitted; Incorrect / incomplete delivery information:

We understand that mistakes happen and we want to do whatever we can to make sure you get your parcel. Please contact us ASAP and if we have not yet begun processing your order, we will be able to update your shipping information. Examples wrong address, wrong products, wrong amount order, etc.

However, once the shipping process has begun, we cannot change your order or shipping address. Please understand that we cannot be held responsible for incorrect addresses, unclaimed shipments, undeliverable addresses or any other incomplete or incorrect information provided by you. 

This means that if your undelivered parcel is returned to us and you would like us to reship it, we will ask you to cover the reshipping costs. If you would like a refund instead, we will refund the purchase price of your product/s, excluding any original shipping costs paid.


Botanical Charm is an registered business in New Zealand, and follow all applicable NZ legislation, covered by the Consumer Guarantees Act (CGA) for home use. Depending on the products, still not sure and want to know your right, link: