Refund policy
We want you to love every item from Caramelo.
We are sorry to hear if any items did not fit or did not meet your expectations and are here to help if your return:
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. Please note: the return period starts from the moment of delivery — including delivery to a pick-up point or a neighbor.
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.
How to Return:
- Step 1: Email us at hello@caramelokids.nl with your order number and reason for return.
- Step 2: We will send you a return label (Netherlands) or return instructions (other EU countries ).
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Step 3: Pack the item(s) securely and drop off at your nearest drop off point within 5 working days.
Return shipping costs are the responsibility of the customer, and items sent back to us without first requesting a return will not be accepted.
If the returned product does not meet the return conditions the customer will not be refunded and the item will be sent back to the customer, with the associated costs being the customer’s responsibility.
Original shipping costs, including if a customer returns part of an order and the remaining value drops below the free shipping threshold, are non-refundable.
You can always contact us for any return question at hello@caramelokids.nl.
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
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
Currently we are not able to provide exchanges. The fastest way to ensure you get what you want is to return the item you have and 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 5 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 10 business days have passed since we’ve approved your return, please contact us at hello@caramelokids.nl.