Returns

We want you to be delighted with your purchase but if you are not you can return any item within 30 days of receipt as long as it is unused and in its original packaging complete with all tags still attached, original packaging and boxes in perfect condition. Please provide proof of purchase when returning an item.

For reasons of hygiene, swimwear, lingerie and underwear cannot be returned.

To return an item, email info@carmenandrafaele.co.uk and request a returns form. Complete the email returns form and resend the email with the required details.

We will then send you an e-mail with all the appropriate information on how to return your parcel, including your Returns Number.

You must request to return your items within 15 days of receipt of goods and once you have been issued with your Returns Number we require that you ensure delivery to us within a further 15 days for UK and European orders.

Where a return is being made from outside the UK a refund will be issued within 14 days of receipt of the return. This will include the full value of the items returned, but exclude any and all related shipping or return courier costs including but not limited to all import/export charges, clearance fees, levies and duties.

Clients are responsible for return shipping charges. C&R do not accept liability for shipping loss or damage of returned goods. We will not refund international duties and taxes. For more information on reclaiming international duties and taxes, please contact your local customs office.

We reserve the right to refuse a refund in the event of a customer not making all reasonable efforts to allow our postal service or courier service to deliver in accordance with the terms and conditions. This also applies in the case of items which are returned to C&R by the postal or courier service (‘returned to sender’) outside our specified returns time limit. Please note that the customer is responsible for any costs relating to packages returned by our carriers as ‘non-deliverable’. These items may also be subject to a handling charge.

Once your returned parcel has been received by our team it can take up to 5 working days to review your request. Returns are dealt with in the order in which they are received. When we have dealt with your parcel we will confirm this to you by email, assuming you have given us your email address. Please remember that it can take three to four days after we have processed a refund payment for it to appear on your card statement.

If, after sending your return to us, you have not received our email confirmation within 10 working days, please contact us on T: 0203 6428451 (Monday – Friday 9.00am to 5.00pm).