terms and conditions

GENERAL

Caramella UK is a company registered in the United Kingdom under the registration number 12612693 & located at Caramella, Unit 4, Brook Way, North Cheshire Trading Estate, Prenton, Wirral, CH43 3DT.

Our VAT number is 353173216.

By accessing or using any part of the site, you agree to be bound by these Terms of Service. If you do not agree to all the terms and conditions of this agreement, then you may not access the website or use any services.

Caramella reserves the right to amend these Terms & Conditions at any time, without prior notice, to any products or services mentioned on this site at any time.

SALES CONTRACT

By placing an order on the site, you are offered to purchase products subject to these Terms & Conditions.

By agreeing to these Terms of Service, you represent that you are at least the age of majority in your state or province of residence, or that you are the age of majority in your state or province of residence, and you have given us your consent to allow any of your minor dependents to use this site. You may not use our products for any illegal or unauthorized purpose nor may you, in the use of the Service, violate any laws in your jurisdiction (including but not limited to copyright laws). You must not transmit any worms or viruses or any code of a destructive nature. A breach or violation of any of the Terms will result in an immediate termination of your Services.

In the unlikely circumstance we are unable to fulfil your order for whatever reason, an email will be sent to the address supplied by yourself when you placed the order explaining the issue that may have arose and all possible solutions.

Remember to check your cart and delivery information to ensure your order is correct before pressing the ‘Place Your Order’ button, as we may not be able to amend or cancel your order once it has been submitted.

Caramella reserves the right to reject or cancel your order fulfilment of all orders places on the Caramella website. We explicitly reserve the right to not accept your order for any of the following reasons:

The product is not available/in stock, your billing information is not correct or verifiable, your order has been suspected of fraudulent activity, we could not deliver to the address provided by yourself, in the event of misspelling/pricing/other errors in the website information.

PRICING & PAYMENT

The product prices displayed on the website and inclusive of VAT. Shipping rates are applied per order. The exact shipping rates depend on the country where your order is being delivered.

Caramella has the right to change or update information at any time without warning, including errors with prices, details and descriptions which may appear on the site.

There are various payments available to you which will be available upon adding your country during the checkout process, including Klarna and Clearpay. Please note we do not accept cash or cheque.

All payments are subject to validation checks and authorisation by the payment service provider you have chosen. If the provider refuses to, or does not for any reason, authorise payment, you will then be notified by email and/or during checkout.

PROMO CODES

From time to time, we may give you Promo Codes that you can use to reduce the price of specified products. It is your responsibility to enter the code at the checkout in order to redeem the discount.

Each promo code has its own terms, which will be made clear at the time it’s issued.

Only one discount code can be used at a time & cannot be used in conjunction with any other discount codes, offers or promotions, unless specified otherwise.

Caramella reserves the right to modify or cancel promotions at any time without notice.

GIFT VOUCHERS & GIFT CARDS

Caramella offers a physical gift card & an e-gift card option.

Caramella physical gift cards can be picked up in store or posted to your shipping address. Caramella e-gift cards will be emailed directly to you within 24 hours of ordering. This email can then be forwarded to your recipient.

Gift Cards expire 12 months from the date of purchase.

Caramella reserves the right to cancel any gift vouchers in its sole discretion where fraud or misuse is suspected.

SHIPPING & DELIVERY

All orders made on the Caramella website are despatched from the UK. We aim to get all orders out on the same day; however, due to volumes this is not always possible. Tracking numbers, if applicable, are included in your SMS confirmation.

Depending on where you are located, you will be given various delivery options. The delivery fee will depend, based on the delivery option you choose. You will be able to find all the delivery methods available for your country during the checkout process.

For more information on UK shipping and cut off times – see here.

Free delivery is applicable on orders over £80 to the UK. Your order will be despatched with our standard delivery service.

Caramella cannot be held accountable for parcels delayed to reasons beyond our control.

Caramella offers a ‘Click & Collect’ option from our HQ for customers who are local to our warehouse. The option to ‘Collect In Store’ can be selected at checkout. You must only attend once you have received a pick up text to confirm your order is ready.

Courier issues

For orders that have not reached the correct address, please notify us within 7 days of your order being "delivered", we have only 7 days to be able to process a replacement and raise an investigation with the courier. We ask you to complete a form and provide some photo ID in order to raise this investigation, for enquiries after 7 days /or missing either the form or the ID, we will not be able to issue a replacement or open a claim. Courier investigations may take up to 60 days to resolve, this process all depends on the courier, we will however replace the order once recieved the documents requested. Please note not all claims are sucessful particularly if the GPS is correct. If the courier requires further evidence to support the claim this could take an additional 60 days or more.

Undelivered packages

If using hub box - you must collect within 7 days or a £10 fee will be charged as this is charged directly to us upon non collection of your parcel, this will be due for the item to be shipped back out + postage fee, or deducted from any refund. For Royal Mail undelivered, if the parcel reaches us out of the 14 days it is treated as a normal return and a gift card can be issued for late return, deducting the £4.99 fee for the return.

For international, return costs and duties will be due by the customer, this will be deducted off any potential refund.

RETURNS & REFUNDS

Your rights to return items are covered by our Returns policy addressed below. Your statutory rights are protected at all times.

We operate a 28 day returns policy (including bank holidays & weekends).

To be eligible for a refund, your item must be returned to us within 14 days - unused, in the same condition you received it and returned in the original packaging with all security ribbons/labels attached. Refunds may only be made to the same payment used to place the order.

Cost of return

A return label fee of £4.99 will be applicable when creating a return on the returns portal, this covers the cost of the return label only.

If your item is returned after 14 days but no later than the 28^th day, store credit may be issued which is valid for 12 months, deducting this cost.

If your return is not accepted by us, we may return your item back to you at your expense.

You will receive your refund within 14 working days (provided you are in line with our returns policy).

Caramella is not responsible for any loss or damage for any returns made outside of our return’s portal.

Refund Exceptions

Items that have been worn, altered, damaged, marked or where the original packaging/labels have been removed or damaged.

Swimwear/Underwear or any item that has a ‘hygiene seal’ will not be accepted for return.

Faulty orders

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.

Courier issues

Pick up Returns (to Wirral Warehouse)

You can return via our warehouse only if you placed a pickup order within 14 days from order date. We do not allow cancellation.

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 £10 to cover the below:

-A storage and admin fee and cost of returns label to return the goods to yourself.

*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.

International returns

International orders cannot be returned via our returns center as it is not available in NON-UK countires, please return via your own method.

If you miss an international delivery (after 2 attempts) you may be charged for the returns delivery aswell as your original delivery.

Mystery items for minimum spend

We may have a promotional offer on from time to time, where you may opt to recieve a free item inside your order, there is usually spending requirements for this, the item will be added to your cart if you spend over the threshold to recieve the reward. If you do not wish to recieve this, please remove it from your cart, but who doesn't love a freebie?! We offer this as a limited first come first serve basis as a little thank you for your loyal support and to make way for new collections. If you do wish to return your order, please do ensure your gift over x spend is included in the return.

COMPLAINTS

We take complaints very seriously and try to resolve disputes as soon as they arise. Customers wishing to make a complaint are encouraged to email our customer service team on customerservice@caramellauk.com as soon as possible.

PRIVACY POLICY

Please click here to view our Privacy Policy.

INTELLECTUAL PROPERTY RIGHTS

Caramella owns all intellectual property rights on the website and material published on it. These works are protected by copyright laws worldwide.

CONTENT /IMAGERY

We may reach out to you on social media to feature your content on our social media channels and/or newsletters. We can use your handle and the content on caramellauk.com, all social media platforms and newsletters. We can edit, crop, enhance or modify the content.

If you ask us to remove the content, we will.

If you do not want to grant the permissions set out above, then please do not give us consent to use the content.

All imagery is property of CARAMELLA.

We aim for the imagery of our clothes to look as true to colour as possible. Occasionally, there can be changes in lighting & our camera’s. The colour in which you see on your screen may not accurately represent the real colour of the product.

MARKETING

If you purchase or willingly give us your email address, you will receive marketing messages by email to inform you of our new products and offers.

Data collected during your visit to our website may be used to create ads on third party websites that you may visit. Those ads are created via pixels and are based on information such as search history.

You can decide at any time to unsubscribe by clicking the unsubscribe link at the end of the email, or by contacting us directly.

If you willingly give us your phone number, you will receive SMS marketing from us to inform you of new products and offers. You can text ‘STOP’ at any time to the number provided within the communication and this will unsubscribe you from that method of communication.

Please note that opting out of marketing messages will not stop service communications, such as order updates, or where you have asked for a specific ‘back in stock’ notification.

KLARNA

In cooperation with Klarna Bank AB (publ), Sveavägen 46, 111 34 Stockholm, Sweden, we offer you the following payment options. Payment is to be made to Klarna:

• Pay in 3

• Pay Later

Further information and Klarna’s user terms you can find here. General information on Klarna can be found here. Your personal data is handled in accordance with applicable data protection law and in accordance with the information in Klarnas privacy statement.

CLEARPAY

We offer the option to purchase using Clearpay in the form:

• Pay in 4

Clearpay allows you to pay in four interest free instalments of equal value, every 2 weeks. No interest is applied provided that all instalments are paid on time.

Further information and terms which apply to this option can be found here.

ACCURACY, COMPLETENESS AND TIMELINESS OF INFORMATION

We are not responsible if information made available on this site is not accurate, complete or current. The material on this site is provided for general information only and should not be relied upon or used as the sole basis for making decisions without consulting primary, more accurate, more complete or more timely sources of information. Any reliance on the material on this site is at your own risk. This site may contain certain historical information. Historical information, necessarily, is not current and is provided for your reference only. We reserve the right to modify the contents of this site at any time, but we have no obligation to update any information on our site. You agree that it is your responsibility to monitor changes to our site.

OPTIONAL TOOLS

We may provide you with access to third-party tools over which we neither monitor nor have any control nor input. You acknowledge and agree that we provide access to such tools “as is” and “as available” without any warranties, representations or conditions of any kind and without any endorsement. We shall have no liability whatsoever arising from or relating to your use of optional third-party tools. Any use by you of optional tools offered through the site is entirely at your own risk and discretion and you should ensure that you are familiar with and approve of the terms on which tools are provided by the relevant third-party provider(s). We may also, in the future, offer new services and/or features through the website (including, the release of new tools and resources). Such new features and/or services shall also be subject to these Terms of Service.

GOVERNING LAW

These Terms of Service and any separate agreements whereby we provide you Services shall be governed by and construed in accordance with the laws of United Kingdom.

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