REFUND POLICY
Last updated: April 01, 2024
Customer satisfaction is our main goal. If for any reason you are not fully satisfied with your order and wish to exchange or return an item purchased from us, please review the information provided below and don’t hesitate to contact us within 14 days of receiving the product. We can offer you:
– EXCHANGE
– STORE CREDIT (after approval)
– REFUND (Refunds do not include custom-made items tailored to your measurements).
RETURNS AND EXCHANGES:
Items purchased from our website ‘Carolinadress.com’ can be returned or exchanged as long as they are in new, unused and unwashed condition and with packaging attached and not to be custom-made items tailored to your measurements . We highly recommend to check your product upon delivery.
TO EXCHANGE:
Items must be returned within 14 days and the 14-day restraint begins from the day the order is delivered to the customer to the time stamp of return. No returns will be accepted after this 14-day period.
The cost of return shipping and reship cost is at the customer’s expense. Please purchase our
Reshipping Fee to cover the postage for replacing an item (There is a reshipping Fee for EU countries and Non-EU countries). Postage for Returns/Exchanges must be pre-paid. Replacements are shipped within 10 days from receiving your return.
We do not accept return on items that have basic wear and tear or have misused. We cannot accept responsibility for garments that have been damaged as result of the care instructions not being followed. The Care instructions are posted below each item.
We do not accept returns where the products are damaged through the shipping company. If the item has been damaged through shipping, please raise the issue with the courier company.
CUSTOMIZED ITEMS:
Customized items, crafted based on the customer’s provided measurements or specifications, are non-returnable and non-refundable. It is the responsibility of the customer to provide accurate measurements and customization preferences at the time of ordering. We recommend following our measurement guidelines carefully to ensure the best fit and satisfaction with the customized item. We have posted a size chart and clear instructions how to take the correct measures. Please, make sure you measure the child carefully by the given instructions in our measurement guide. In case you are not sure which size to choose, please write us the measures on the following email info@carolinadress.com and we will be happy to assist you.
By placing an order for a customized item on
www.Carolinadress.com, you acknowledge and agree to comply with the terms of this return policy.
INCORRECT SIZE/ITEM:
We have size charts posted for all our dresses. It is advisable that you measure your child by the given instructions, as different clothing fits differently. You can see the instructions posted on the size chart. If you received an item and you need to return it for any reason (incorrect item/size), please contact us. Please print the
Return Request form , when sending your return.
CUSTOM FEES and DUTIES:
We are located in Bulgaria, Europe. Many countries impose customs fees or import taxes on purchases made outside their borders.
Please note that import charges, taxes and duties are not included in the price of the item. Buyers are responsible for any customs and import taxes that may apply in their own country.
DELAYS and LOST PACKAGES:
Once your order has been dispatched from our shop, we are not responsible for any delays, damages, or losses to your parcel during the return process. Any issues that may arise will need to be resolved with the courier provider. We do not offer returns or refunds if such issues occur. We provide tracking numbers for all parcels for your convenience.
FAULTY ITEM:
If a garment is found to be faulty due to design or manufacturing defects, we will make every effort to rectify the issue. In cases where possible, we will first attempt to replace the garment with a similar one. If a replacement is not feasible, we will issue a credit note equivalent to the value of your original purchase, or provide a refund in 14 days after the faulty garment is received. Please print the Return Request form, when sending your item return.
HOW TO RETURN A PRODUCT:
– Please, ensure that you contact us before returning any item. We will provide further return instructions, based on your reason for return.
– When returning an item, we recommend you retain a copy of your tracking number to ensure that your package will be safely delivered to us. We are not responsible for any returns that we do not receive. Please ensure that your items are securely packed and sealed in their original condition.
Here is the address for returning items:
Contact person :Rumiana Gigova
Entrance Z, 68 Building, Flora park, Flora street
Sofia 1404
Bulgaria
Phone number: +359 887250274
* IMPORTANT INFORMATION *
– We issue refunds only after we have received the returned item. Please allow up to 14 days from the date we receive your package for your account to be credited.
– Please note that we do not cover shipping costs for returned goods, as this is at the sender’s expense. Additionally, any bank transfer refund fees for non-European countries will be the responsibility of the buyer.
– Please note that our products are displayed as accurately as possible on the website, but there may be color variations on different monitors. If you need fabric samples, please contact us. We can send you samples upon purchasing the shipping fee.
– We respectfully decline requests to alter or change our policy.
