Return & Refund Policy
Return & Refund Policy
Standard items (every day jumpsuits, dresses, etc. at lower prices)
*A standard item is an item that classifies that it has a 14 day return window on the product page.
You have a 14-day return window from the day you receive your order to return items to us. After these 14 days, a return or refund is no longer possible.
All you need to do is fill is contact us at : thecarlaashop@gmail.com , we will get back to you as soon as possible with a return label or return address.
Once we've provided you with a return label or return address, you must return the item within 14 days (or in some cases, before a different date communicated via email, e.g., within one week). After this period, your case will be marked as "not returned," and we will not issue a refund.
In certain situations, we may request photos/videos showing the problem with your garment before accepting a return. If you refuse to cooperate, we reserve the right to refuse the return and therefore the refund.
Customers can return a garment provided it is in the exact same condition as when it arrived. If this is not the case, we cannot accept a refund.
Once we receive your return, we will refund the amount or send you a replacement item if you requested an exchange. Refunds are usually processed within 1 to 13 days , depending on your bank and payment method.
Premium items (high-quality wedding jumpsuits, high-quality dresses, etc.)
Our premium items, marked in the product description with the note "this item is a premium item ," are custom-made and manufactured to order. Therefore, these items are non-refundable unless there is a quality issue.
Should you discover a problem with your item, such as an error on our part (e.g., a defect in a premium item), please contact us within 3 days of receiving the item, providing photos and an explanation. If you contact us after this 3-day period, we reserve the right to refuse any assistance with a refund. If we accept your reason, we will provide you with a return address; please note that you are responsible for the return shipping costs .
Once we receive your returned premium item, we will inspect it. If the item is in its original condition, we will process your refund. Please note that refund processing times can vary between 1 and 13 days , depending on your bank.
If you ordered the wrong size or no longer want the premium item, we consider this your responsibility; therefore, we do not accept returns or refunds in this case. Please check the size information carefully before placing an order.
For questions about returns or our premium items, you can contact us at any time at the following address:thecarlaashop@gmail.com.