Returns & Refunds
Changed your mind? No problem. You have 30 days.
Our Returns Promise
- 30 days to return, counted from the day your order is delivered. Your parcel just needs to be posted within the 30 days; it doesn’t have to reach us by then.
- No reason needed
- Refund to your original payment method
- Prepaid Royal Mail label included with every UK order
How to Return
- Pack it. Place your unwanted item(s) back in a parcel. Your prepaid returns label is in your order package. If you can’t find it, email us at help@caramelclothing.co.uk with your order number and we’ll send you another.
- Label it. Stick the label on your parcel, covering any old labels.
- Post it. Drop it off at any Royal Mail Post Office or collection point within 30 days of delivery, and keep your proof of postage until your refund arrives.
You only need your order number. A receipt is not required.
Condition of Items
So that we can resell your item, please make sure it is:
- unworn and unwashed
- with all tags still attached
You don’t need the original packaging. Please try shoes on indoors only.
Refunds
- We’ll refund you within 5 working days of receiving your return (or of receiving proof of postage, if earlier).
- You’ll receive the full price of the items you return, plus the standard delivery cost you paid. Any extra paid for express delivery is non-refundable.
- A £2.99 returns fee will be deducted from your refund to cover the prepaid label. This fee is waived for faulty, damaged or incorrect items, and for exchanges.
- Refunds go back to the card or account you paid with. Your bank may take a few extra days to show it.
- If an item comes back worn, washed or damaged, we’ll contact you first to talk about it before adjusting your refund.
- If your refund hasn’t arrived after 10 working days, please email us and we’ll look into it straight away.
Exchanges
Need a different size or colour? Email help@caramelclothing.co.uk with your order number and the item you’d like. We’ll reserve it for you until your return reaches us. Exchanges have no returns fee.
Faulty, Damaged or Incorrect Items
Please check your order when it arrives. If something isn’t right, contact us within 30 days of delivery at help@caramelclothing.co.uk with your order number and a photo. We’ll offer you a replacement or a full refund (including delivery), and we’ll cover the return postage.
Items We Cannot Accept Back
For hygiene reasons, we cannot accept returns of:
- Hosiery that has been removed from its packaging
- Pierced earrings
- Gift cards
If any of these items are faulty, we’ll always put it right.
Questions?
Email us at help@caramelclothing.co.uk. We usually reply within 1 working day.
This policy does not affect your statutory rights under the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015.