Here at Caraselle Direct we work hard to ensure that our products meet the needs of all our customers and that you receive a great shopping experience, but if you aren't 100% satisfied with your purchase or our service please contact us and let us put this right.
We value our reputation as a company that will go out of its way to keep customers happy which we've been doing for over 30 years!
If you're not happy with your purchase not only do we provide a full refund but we will offer expert advice and replace it with something more suitable, even if that means sourcing a new product to meet your needs.
We want to ensure you receive the highest quality products and a great customer service so please tell us if there is anything we can do to improve this service to you.
NOT HAPPY WITH YOUR PURCHASE?
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If you're not happy with your purchase let us know by contacting us on 020 3805 9510 or email info@caraselledirect.com
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We'll provide expert advice and and if you want us to replace it with something more suitable we will go out of our way to find exactly what you are looking for.
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Still not happy? If you don't require a replacement we will offer you a full refund.
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at info@caraselledirect.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at info@caraselledirect.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products (such as special orders or personalized items). Please get in touch if you have questions or concerns about your specific item. Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@caraselledirect.com.