website

FREE UK 24 HOUR UK SHIPPING OVER £80

BUY NOW, PAY LATER OR PAY IN 3

Your cart

Your cart is empty

Shop NEW just landed

Hey! We hope you love your order!

 

In the case that something doesn't fit right or maybe you changed your mind, that's no problem.

To return your product complete the form via the link below, please leave enough time to ensure the package will reach us within 14 days.

 

How much do returns cost?

The cost of returns is £4.50 via Royal Mail Tracked Returns, we take full responsibility for the insurance of the package should it go missing, you’re in safe hands, please be advised this may take some time to investigate should the return go missing.

What happens if my item is faulty?

If you believe you've recieved a faulty item please pop your order number some images to our team and we would be happy to look at this right away. For faulty items that are not fit for purpose we allow a refund upon inspection, within 30 days of delivery, for 1 month - 6 months post delivery we may offer a repair or replacement at our discression upon inspection of the garment.

 

The £4.50 cost will be deducted from any refund or credit note which covers solely the cost of the returns label, no procesing fees apply.

 

Once completed the Royal Mail link, please ensure you attach the label to the front of your parcel, please include your returns form inside so we can identify you, this can be found inside your package, if you do not have a printer, please opt for the QR code option which allows creation of the label at your local Post Office. Failure to follow this process will delay the outcome of your return and in some cases may mean that your return cannot be processed.

Please drop off at a Royal Mail post office or arrange a free of charge, complimentary collection from your door.

Please allow up to 14 days from delivery for your refund or credit note to be processed.

REFUND EXCEPTIONS

INTERNATIONAL CUSTOMER RETURNS & OTHER EXCEPTIONS

Please note the returns tracked service is currently only available to customers who have ordered to a UK address - therefore, the returns are the international customer's responsibility.

For returns that are delivered to our HQ that is not that of Caramella stock: If the customer would like their package returned to them, there will be a charge of £15 to cover the below:

- A £6.51 processing fee which includes emailing the customer, creating a payment link for the order so it can be shipped back, storing, shipping and processing of the incorrectly returned item for no more than 7 days.

-A £4.50 return label cost

- A £3.99  standard outbound delivery so that the package is returned safely.

*Please note, if we do not hear back within 7 days, Caramella has the right to dispose of the incorrect item as we cannot store non- stock on our premises for longer than 7 days.

 

Tiktok Returns

Tiktok shop orders should not be returned via our website returns portal. Tiktok shop is it's own sales channel with it's own process, terms and conditions and returns method. Please consult with Tiktok Seller Center chat or tiktok@caramellauk.com for further help.

.template-page h1 { display: none; }