Refund policy
Italian Customers – Return/Exchange Costs
Returning or Exchanging a Purchase
You may request a return within 14 days from the date of purchase, for any reason.
Guaranteed Return and Exchange
Returns are guaranteed within 14 days from the order date.
Refunds will be issued net of return shipping costs, which are the responsibility of the customer.
Return or Exchange Costs
For shipments within Italy, the return cost is €6.00, which will be deducted from the refund amount.
The return for replacement or exchange has a total cost of €12.00 (€6.00 for the return + €6.00 for the new shipment).
Note: For returns from abroad, shipping costs and any customs fees, duties, or import charges are the responsibility of the customer.
Before requesting a return, please carefully read the following conditions and ensure you can fully comply with them.
- Items must be intact, with all tags and/or security seals still attached, and include any accessories (e.g., dust bags) and/or special packaging. Incomplete, used, or damaged items will not be accepted.
- Footwear must be returned without signs of wear and in its original packaging, which must not be damaged as it is considered part of the product.
- Socks, underwear, and swimwear must be returned with hygiene protection labels intact and in unopened packaging. These items must be tried on over your own underwear. Worn or soiled items will not be accepted.
- You may request a return for any reason within 14 days from the order date.
- Returns can only be shipped from the country where the order was delivered.
- Items must have been purchased online and not in a boutique.
- Items must not have been altered after purchase (e.g., tailoring).
We reserve the right to refuse unauthorized returns or returns that do not comply with our return policy. In such cases, the goods will be sent back to the original shipping address at the customer’s expense. If, exceptionally, we decide to accept a non-compliant return, we reserve the right to deduct part of the refund to cover administrative and/or restocking costs for missing parts.
Since we cannot authorize or accept returns that do not meet these conditions, please contact us if you have any doubts or questions.
Returns are subject to a fee for all shipments within Italy and for all other destinations. Returns are handled by our courier; however, if you choose to use a different shipping service, the costs will be your responsibility and we will not be liable for any loss or damage to the returned item.
International Customers – Return/Exchange Costs and Customs
For returns with exchange requests from abroad, the shipping costs for the new item (including any customs duties, taxes, and import charges) are entirely the responsibility of the customer.
Our store will ship the replacement item only after receiving the return and after payment of the related shipping and customs costs.
Return Procedure
The return process is simple: just click here and follow a few easy steps.
In case of any issues, you can send an email to: resi@carmenboutique.it, including your order number, the item to be returned, the reason, and any additional information.
You will receive an email within 24 hours with instructions for returning your order.
Once your return arrives at our logistics office, it will be inspected and you will receive your refund as described in the Payments and Refunds section.
Shipping the Return
After following the Return Procedure instructions, you will receive an email with the following guidelines:
- Prepare the item you wish to return in its original box;
- Make sure the package is securely sealed to prevent theft or tampering.
Refund Timing and Methods – Italy
Items you choose to return will be fully refunded. Alternatively, you may request an exchange by contacting customer service (supporto@carmenboutique.it).
Once we receive your return, we will verify the integrity of the items. Please wait for our acceptance confirmation via email (this process may take up to 3 working days from receipt of the return).
The refund will be issued as soon as possible after acceptance, using the same payment method and currency as the original purchase.
For payments made via bank transfer or cash on delivery, you will receive an email requesting your bank details.
You should see the refund in your account within 7 days, although processing times may vary depending on banking procedures. If you do not receive your refund within 14 days from the return delivery date, please contact us.
Refund Timing and Methods – Outside Italy
Returned items will not be fully refunded; delivery and customs costs related to the destination country will be deducted.
Please wait for our acceptance confirmation via email (this process may take up to 3 working days from receipt of the return).
The refund will be issued as soon as possible after acceptance, using the same payment method and currency as the original purchase.
For payments made via bank transfer or cash on delivery, you will receive an email requesting your bank details.
You should see the refund in your account within 7 days, although processing times may vary depending on banking procedures. If you do not receive your refund within 14 days from the return delivery date, please contact us.