Contact Us

We’re Here to Help

At CharmPocket, we understand that choosing personalized jewelry can come with questions. You may want help understanding a product, confirming personalization requirements, locating your Order ID, submitting customization information, or checking details related to an existing purchase. Whatever brings you to our Contact Us page, our team is here to make the experience as clear and straightforward as possible.

Because many of our pieces are personal by nature, we encourage you to contact us whenever you are unsure about customization requirements. Providing accurate information before your personalized item is prepared helps us better understand exactly what you want.

Customer Support

For questions about products, personalization, orders, shipping, returns, or general store information, you can contact the CharmPocket customer support team using the details below.

Email: support@CharmPocket.store
Phone: (866) 222-3457
Address: 851 Chem. des Moulins, Montréal, QC H3C 2H9, Canada

When contacting us about an existing purchase, please include your Order ID whenever possible. This helps our team identify the relevant order and understand your request more efficiently.

Personalized Order Support

If your product requires customization information to be submitted after checkout, please first complete your order. Once checkout is complete, use the same email address you entered during checkout to log in to your store account.

Navigate to Orders, locate the relevant purchase, and copy the Order ID. You can then contact us through the store chat and provide your Order ID together with the personalization details required for your product.

Depending on the item, these details may include an initial, name, text, font selection, or another customization option specifically described on the product page.

A typical message may look like this:

Order ID: #1234
Initial: A
Name: ASHLEY

Please carefully review all personalization details before sending them. Names, letters, capitalization, spelling, and other custom information should be submitted exactly as you want them to appear on the finished product.

After receiving your information, our team will review the customization details and provide confirmation. Once the personalization has been confirmed, your item can proceed to preparation.

Questions Before Ordering

You do not need to wait until after checkout to contact us. If you are considering a product but are uncertain about its personalization options, dimensions, materials, available finishes, or other listed specifications, please reach out before placing your order.

When contacting us about a specific item, including the product name in your message can help us understand your question more quickly. If your question relates to a customization option, please describe what you would like to create so our team can provide the most relevant guidance available.

Questions About an Existing Order

If you have already placed an order and need assistance, please provide your Order ID along with a concise description of your request. If the question concerns personalization, include the customization details you submitted or intend to submit.

Providing this information in your first message can make communication easier and reduce unnecessary back-and-forth.

For example, if you need assistance with a personalized necklace, your message could include your Order ID, the product name, the initial or name requested, and a brief explanation of what you need help with.

Changes to Personalization Details

Please review personalization information carefully before submitting it. Personalized items may move into preparation after customization details have been confirmed, and changes may not always be possible once that process has begun.

If you notice an error in a name, initial, or other personalization detail, contact us as soon as possible and include your Order ID along with the corrected information. Our team will review the status of the order and determine whether the requested adjustment can still be accommodated.

Submitting a correction does not automatically guarantee that a change can be made, particularly if preparation has already started, but contacting us promptly gives us the best opportunity to review the request.

Product Information

We aim to provide useful product information directly on each product page, including relevant details such as materials, measurements, available finishes, chain lengths, personalization requirements, and other specifications where applicable.

If you need clarification about any listed information, please contact us before ordering. Personalized jewelry is selected with intention, and we want you to have the information you need to make an informed choice.

Shipping Questions

If you have questions regarding the shipment of an existing order, please include your Order ID when contacting our customer support team. This allows us to identify the relevant purchase and provide assistance based on the available order information.

Please remember that personalized products may require preparation or customization before shipment. Any product-specific preparation information shown on the product page should be considered when estimating the overall order timeline.

For complete shipping terms and applicable conditions, please refer to the Shipping Policy available on CharmPocket.store.

Returns and Refunds

If you would like assistance regarding a return, refund, damaged item, incorrect item, or another post-purchase concern, please contact our customer support team with your Order ID and a clear explanation of the issue.

Where relevant, our team may request photographs or additional information so we can better understand the situation. Please retain the product and its packaging while your request is being reviewed.

Because personalized and made-to-order products are created using customer-provided information, different conditions may apply to customized items. Please review the Return & Refund Policy on CharmPocket.store for the complete terms applicable to your purchase.

Gift Questions

Personalized jewelry is often purchased for birthdays, anniversaries, Valentine's Day, Mother's Day, Christmas, graduations, relationship milestones, and other meaningful occasions. If you are purchasing a piece as a gift and have questions about product details or personalization requirements, feel free to contact us before placing your order.

We understand that meaningful gifts often come with important timing and personalization considerations. Providing the product name and explaining what you would like to personalize will help us understand your request.

How to Contact CharmPocket

The easiest way to reach our customer support team is by email at support@CharmPocket.store. You may also contact us by phone at (866) 222-3457.

Our mailing address is:

CharmPocket
851 Chem. des Moulins
Montréal, QC H3C 2H9
Canada

When contacting us regarding an existing order, please remember to include your Order ID. For personalization-related inquiries, include both the Order ID and the relevant customization details.

A Personal Shopping Experience

CharmPocket is centered around jewelry with personal meaning, and we want our customer support experience to reflect the same sense of care. Whether your question is simple or relates to a customized order, we welcome the opportunity to help clarify the process.

From choosing an initial to creating a name necklace or finding a meaningful gift, every order represents something different to the person purchasing it. That is why clear communication matters to us.

Thank you for choosing CharmPocket and allowing us to be a small part of the stories, relationships, and memories you choose to celebrate.

CharmPocket — Made Personal, Made Meaningful.