You’ve got 14 days to send something back to us from the day you receive it. IMPORTANT: Items that are: Damaged, worn, dirty, scented and/or any items where the original tags have been removed will NOT be accepted and will be disposed of, with no refund issued. If you have received a faulty item then refer to the “I have received a faulty item” before returning the parcel.
RETURNS
WHAT IS THE RETURNS POLICY?
HOW DO I RETURN?
We operate a 14 day returns policy, from the day you recieve your order, you have 14 days to send the parcel back to us. All orders are to be returned using our returns portal. See here
WHAT HAPPENS IF I SEND MY PARCEL BACK AFTER 14 DAYS?
We offer a 28 day credit note policy meaning if the return is returned to us after 14 days but no more than 28 days, we will issue a store credit to use within 1 year on our website. >28 Day returns may be rejected and may be disposed of.
I HAVE RECIEVED A FAULTY/ INCORRECT ITEM - WHAT SHOULD I DO?
It is important that if you believe your item is faulty or incorrect, you must email customercare@caramellauk.com within 7 days of recieving the goods. The email should include your order number and photographs of the product and a detailed description for us to assess and help accordingly. If we agree with the fault/error, we will provide a code to grant a prepaid postage label on our portal. On the portal, the fault must then also be addressed via "reason for return". Any returns that reach us and the fault has not been discussed with customer care, runs the risk of being disposed of.
I HAVE RETURNED A PRODUCT THAT IS NOT INTENDED FOR CARAMELLA, WHAT SHOULD I DO?
If you return an item that is not CARAMELLA merchandise we will take every step to try and locate the parcel. Please note we are not liable for the incorrectly returned item. If we are not able to locate your parcel then we cannot take responsibility for this. If we do find the parcel, please see below.
There will be a £10 fee that will apply to the order which will cover the costs of storage, staff handling and returns for the parcel to be shipped back to you. If we do not hear back within 7 days we reserve the right to dispose of this.
I HAVE A TIKTOK ORDER TO RETURN?
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.
HOW MUCH IS THE COST TO RETURN?
The cost to return is £4.99 which is a trackable return system for you to use to avoid any inconvenience. (UK only). To return from the UK, please follow the ‘How do I return my order?' steps above. Please keep hold of your receipt as proof of postage.
You will be prompted for payment for the label upfront, meaning the only cost deducted from your refund will be the outbound delivery method.
HOW TO I RETURN OUTSIDE OF THE UK?
For international returns, please return via your own method within 28 days to:
CARAMELLA
C4 Brook Way,
Prenton,
Merseyside, UK.
CH43 3DT
CAN I RETURN SWIMWEAR?
Unfortunately, due to hygeine reasons, we do not accept returns on swimwear.
CAN I RETURN MULTIPLE PARCELS?
No, you can not return multiple parcels under one label.
THERE IS NO RETURN LABEL IN MY PARCEL, HOW DO I RETURN IT?
Please follow the "how do i return" section for returns information on how to return.
WHEN WILL I BE REFUNDED?
When your return has been delivered it can take the returns team up to 7 working days to process your return, as soon as we have processed this you will receive a confirmation email. The payment provider will then recieve the funds and may take between 1-4 days for them to process your refund depending on payment provider.