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 & 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.

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; 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.

Any purchases made from sale items are strictly exchange only, within 14 days of purchase.

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.

 

Caramella Boutique returns

If your item is unsuitable, you have 14 days to return your item from your date of order.

You must return the item back to us in store; unused, in the same condition you received it and returned in the original packaging with all security ribbons/labels attached.


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.

USER GENERATED CONTENT


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.

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.