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; from the date the order has been delivered to the customer (including bank holidays & weekends).
To be eligible for a refund, your item must be returned to us within 14 days of you receiving it - unused, in the same condition you received it and returned in the original packaging with all security ribbons/labels attached. It is your responsibility to factor in delivery times when sending anything back to us, otherwise we may not be able to refund you. Refunds may only be made to the same payment used to place the order.
A deduction of £3.00 will then be taken from your refund to cover the cost of this convenience.
If your item is returned after 14 days but no later than the 28th day, store credit will be issued which is valid for 12 months.
If your return is not accepted by us, we will return your item back to you at our own expense.
You will receive your refund within 7-10 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.
- Items that were purchased in the sale or promotion.
- Swimwear/Underwear or any item that has a ‘hygiene seal’ will not be accepted for return.
- Any item that has been pre-ordered, personalised, custom made or ordered to your specific requirement.
