1. Overview
Caramellita's returns and refunds policy aims to ensure a safe and satisfying shopping experience for our customers. Caramellita values the quality of its products and services and wishes to guarantee complete customer satisfaction.
2. Timeframes for Exchanges and Returns
2.1 Exchanges
For exchanges for a different item, size, or colour, customers have 30 (thirty) calendar days from the date of receipt to return the item(s) to Caramellita. Once received and approved by our quality control department, the new order will be dispatched within a maximum of 3 working days, except during holiday periods, to the same address provided in the original order.
2.2 Returns
Customers have the right to cancel their purchase within 14 (fourteen) calendar days of receipt, in accordance with Decree-Law No. 24/2014. During this period, customers may request a return with the right to a refund. Shipping costs are non-refundable and, where applicable, any right to free shipping will be forfeited, with the corresponding shipping amount deducted from the total order value.
For a return to be accepted, the item must be returned in the same condition in which it was received. Once received and validated by our quality control department, the refund will be issued using the same payment method used for the original order, within a maximum of 10 working days, except during holiday periods.
3. Conditions for Returns with Refund
Caramellita reserves the right to refuse any item that does not meet these conditions.
3.1 Timeframe
Returns eligible for a refund must be made within the legal period of 14 (fourteen) calendar days from the date of receipt.
3.2 Costs
Return shipping costs are the customer's responsibility. Items should be sent via registered post (CTT Registado) or a courier of the customer's choice. Caramellita accepts no responsibility for loss or damage during transit, and customers are advised to retain proof of postage.
3.3 Condition of Items
Only items returned in the same condition in which they were delivered will be accepted. The following will not be accepted:
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Items showing signs of use, washing, odours, stains, or damage caused by wear;
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Items without their original packaging or box;
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Items with damaged packaging, or missing labels, original accessories, or protective wrapping;
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Footwear whose original box has been written on, marked, or has stickers or tape applied to it.
3.4 Shipping Costs
Shipping costs are non-refundable. Where applicable, any right to free shipping will be forfeited, with the corresponding shipping amount deducted from the total order value, as shipping constitutes a service rendered and is therefore not refundable.
3.5 Refunds on Reduced-Price Items
The refunded amount corresponds to the price paid at the time of purchase. If an item is on sale at the time of return, the refund will reflect the original amount paid. The same applies in reverse — if the item is at full price at the time of return but was purchased at a discount, the original amount paid will be refunded.
4. Returns Procedure
4.1 Customer-Paid Returns
Customers must confirm that fewer than 14 (fourteen) calendar days have passed since receipt of the order. The return must be received by Caramellita within this period, counted from the date of receipt.
Items should be dispatched before this deadline to ensure they are received within the legal timeframe and qualify for a refund.
Returns should be sent, addressed to Daniela Figueiredo, via registered post (CTT Registado) or a courier of the customer's choice, to the following address:
Rua Alexandre Herculano, nº 46, 2º Esq. 4750-107 Arcozelo Barcelos Portugal
Once received and approved by our quality control department, the refund will be processed within a maximum of 10 working days, except during holiday periods, using the same payment method as the original order.
5. Refunds
Upon receipt and inspection of the returned item, Caramellita will send an email notification if the refund is rejected.
Approval: If approved, the refund will be processed and a credit automatically applied to the customer's original payment method within 10 working days, except during holiday periods.
Rejection: If rejected, the item will be returned along with an explanation.
6. Conditions for Exchanges
Caramellita reserves the right to refuse any item that does not meet these conditions.
6.1 Timeframe
Exchanges must be requested within 30 (thirty) calendar days of receipt.
6.2 Costs
6.2.1 Exchange Shipping Costs
Exchange shipping costs are the customer's responsibility. Items should be sent via registered post or a courier of the customer's choice. Caramellita accepts no responsibility for loss or damage during transit, and customers are advised to retain proof of postage.
6.2.2 Dispatch of Replacement Item
If an exchange is due to an error on Caramellita's part (e.g. a defect or incorrect item), all shipping costs will be covered by us. If the exchange is requested for personal reasons (e.g. size or colour), shipping costs may be charged to the customer.
6.3 Exchanges on Reduced-Price Items
The price of the item being exchanged remains that of the original order. If the item was purchased at a reduced price and is at full price at the time of exchange, no additional charge will be applied, and vice versa.
6.4 Item Reservations
Items for exchange may be reserved. To do so, customers should contact Caramellita and indicate which items they wish to reserve. Reservations are valid for:
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5 working days for full-price items;
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2 working days for reduced-price items.
6.5 Condition of Items
Only items returned in the same condition in which they were delivered will be accepted for exchange. The following will not be accepted:
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Items showing signs of use, washing, odours, stains, or damage caused by wear;
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Items without their original packaging or box;
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Items with damaged packaging, or missing labels, original accessories, or protective wrapping;
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Footwear whose original box has been written on, marked, or has stickers or tape applied to it.
7. Exchange Procedure
To exchange an item (for example, due to an incorrect size), the same procedure as for returns applies. The item must be received by Caramellita within 30 (thirty) calendar days of receipt of the original order.
7.1 Customer-Paid Exchanges
Customers must confirm that fewer than 30 (thirty) calendar days have passed since receipt of the order. The item must be received by Caramellita within this period.
Items should be dispatched before this deadline to ensure they are received within the required timeframe and the exchange can be processed.
Returns should be sent, addressed to Daniela Figueiredo, via registered post or a courier of the customer's choice, to the following address:
Rua Alexandre Herculano, nº 46, 2º Esq. 4750-107 Arcozelo Barcelos Portugal
Once received and approved by our quality control department, the exchange will be processed within a maximum of 3 working days, except during holiday periods, and dispatched to the address provided in the original order.
8. Defective Items
To report a defect on a used item, please send us an email at info.caramellita@gmail.com with your order number, a description of the issue, and photos of the defect.
If you have received an incorrect or defective item due to an error on our part, please contact us by email at info.caramellita@gmail.com. In this case, Caramellita will cover all costs and charges associated with the exchange or return.