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 28th 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
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.
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.
