At Caroldecar, customer satisfaction is our top priority. If you encounter any issues with our items, please contact us first. We are always at your service and ready to assist you.
To avoid potential problems, please carefully review your order details (size, color, style) before placing an order, as our products are processed according to your specifications. All orders are subject to our return policy.
If you receive a defective, damaged, or incorrect item (i.e., an item that differs from your order), you must report the issue within 3 days of receiving the shipment. Please provide clear pictures or videos as proof of the defect, damage, or incorrect shipment when requesting a return.
Once verified, you may return the item with our authorization. We will provide a local return address, and you must ship the item to this address. Upon receiving the returned item, we will issue a replacement or a full refund.
For all other types of returns, shipping and handling fees will not be refunded.
If you wish to return an item without any quality issue, you may do so after obtaining our authorization. The refund will be issued as store credit, and a 35% restocking fee will be deducted. Additionally, all shipping costs will be the responsibility of the customer.
The following items cannot be returned, canceled, or exchanged:
Custom-made items (including those tailored to specific measurements, fabrics, and designs)
Design service fees, sketches, test-buy items, fabrics, accessories
Clearance items, labels, and photography services (once provided)
Shipping costs
Return Initiation – Returns must be requested within 3 days of receiving your order.
Return Shipment – The item must be shipped back to our return address within 5 days of return approval.
Return Package Information – Please include a note with your Order Number in the return package and email us the tracking details (courier and tracking number). Customers are responsible for all return shipping fees, except for defective, damaged, or mis-shipped items.
Refund Processing
Refunds cover only the original item cost; taxes, handling fees, and other charges are non-refundable.
Refunds will be processed within 5–7 business days after receiving and inspecting the returned item.
Refunds will be issued only to the original payment method (credit card or PayPal). Banks or payment providers may apply transaction fees.
Store credit will be released within 3–5 business days after the returned item is received.
If a coupon was used in the order, returning an item may affect the total refund amount. Please contact us for clarification.
Important Note:
For your protection, please use a trackable shipping service such as USPS, FedEx, UPS, DHL, or other courier services. Keep the shipping receipt and tracking information. We cannot guarantee refunds for items returned without tracking. We offer a maximum $30 reimbursement for return shipping costs on defective, damaged, or mis-shipped items.
If you wish to cancel or modify your order, please refer to the following guidelines:
| Order Status | Changes Allowed? | Cancellations Allowed? | Additional Fees |
|---|---|---|---|
| Unpaid | Yes (may affect price) | Yes | None |
| Paid | Yes (may affect price) | Yes | None |
| Processed | Yes (may affect price) | Yes | None |
| In Production | Yes | Yes | 20% restocking fee (converted to store credit) |
| Ready to Ship | Yes | Yes | 35% restocking fee (converted to store credit) |
| Shipped | Yes | Yes | 35% restocking fee (converted to store credit + freight charges) |
If the return is due to the customer (e.g., wrong size, change of mind), the customer is responsible for return shipping costs. The exact fee depends on the shipping service chosen.
If the return is due to our error (e.g., defective, damaged, or incorrect item), we will cover the return shipping fee.
If you have any further questions, feel free to contact us. We are happy to assist you!
