To return an item, follow instructions on the returns form provided inside your package including all relevant information. The information asked for must be included in order for your return to be successfully processed. Return the parcel to us via a signed for method strictly within 7 days of RECEIPT. (When you receive your item(s).
If you are not home for your parcel delivery, this can be arranged to be delivered the next working day online using your DPD tracking service.
What condition do I return my item (s) in?
Items must be returned free of any odour, stains i.e. makeup/fake tan and in the original packaging with tags intact. If tampered / the item is not arrived to us in the immaculate condition it is sent in, the customer is required to pay for postage for the unwearable item to be returned to them.
Are shipping fees returned back once a return is made?
We regret to inform you that any original shipping fees or return shipping charges are non-refundable, unless the error was made on our part. In the rare event that you do receive an imperfect item, please do contact us at your earliest convenience. In such an event, we prefer to remedy on a case-to-case basis to ensure the best customer service and overall satisfaction.
Are returns paid for?
We're unable to cover return postage costs as we are a small business. Customers are urged to hold onto proof of postage as we're also not responsible for returns lost in the post. If you paid for shipping at the time of your original order, you will not be credited the cost of shipping when we receive your return.
ALL RETURNS MUST REACH US 7 DAYS FROM RECIEPT OF YOUR ORDER. ANY RETURNS RECIEVED TO US OUT OF THE OUTLINED PERIOD WILL BE DENIED. PLEASE ENSURE THE PARCEL IS SENT SIGNED FOR AND CHECK WITH YOUR LOCAL POSTAL SERVICE IT WILL REACH US IN TIME BEFORE SENDING IT. IT IS YOUR RESPONSIBILITY TO RETURN THE ITEM ON TIME. IF THE PARCEL REACHES US LATER THAN 7 DAYS THEN YOU WILL BE REQUIRED TO MAKE PAYMENT FOR RETURN POSTAGE TO YOURSELF.
I returned my parcel late- what are my options?
Customers will be contacted to make payment for return postage of the parcel. This will be sent out the same day of payment being made (if before 3pm) and will be received the next working day (UK only).
I ordered a pre-order item and it does not fit, what are my options?
All PRE-ORDER items are exchange only for CREDIT as this is a MADE TO ORDER item. Please bare this in mind before ordering. Credit notes are to be used within 3MONTHS on our in stock items only.
When we receive the return, we will message to confirm refund / credit note information within 7 working days. Refunds take 5-7 days to process via card and even quicker with PayPal.
The return address is provided on the returns form and IS NOT the same address used on our "return if undelivered" label on our parcels. Please do not return to this address as CARAMELLA will not be responsible for items returned to the incorrect address.
Orders cannot be cancelled under any circumstance.
There is a strict no returns policy on SALE items, please read and understand this before placing your order. At checkout you will agree to these T&Cs.
No returns on swimwear & slippers! due to hygiene reasons.
All customer service should be done via EMAIL: CUSTOMERSERVICE@CARAMELLACLOTHING.COM as direct messages are not tracked.