FAQ
Frequently Asked Questions
Order
How can I place an order?
To place an order, select the items you want, add them to your cart, and follow the checkout process. You will need to enter your shipping and payment information before completing the order.
Can I change or cancel my order?
Orders can only be changed or canceled before they have been shipped. Please contact our customer service as soon as possible to make changes via email: webshop@bycaramella.com
How can I check the status of my order?
You can view the status of your order in your account under "My Orders" or you will receive an email with a tracking link once your order has been shipped.
Shipment
How long does shipping take?
Shipping typically takes 2-5 business days within Germany. International delivery times may vary and will be displayed during checkout. You can find more information here: Delivery and Payment – byCaramella
What shipping methods do you offer?
We currently only offer standard shipping via DHL / Deutsche Post. Each shipment has a tracking ID. The exact options and prices will be displayed during checkout. You can find more information here: Delivery and Payment – byCaramella
Do you also ship internationally?
Yes, we ship worldwide. Shipping costs and delivery times vary depending on the destination and are displayed during checkout.Returns and exchanges
How can I return an item?
If you would like to return an item, please contact customer service at webshop@bycaramella.com and provide your order number and the items you are returning. You will then receive a return label. Further information can be found here: Cancellation / Returns – byCaramella
How long do I have to return an item?
You have 30 days from the date you receive your order to return items. Further information can be found here: Cancellation / Returns – byCaramella
Can I exchange an item?
In case of an exchange, please follow these steps: Contact customer service at webshop@bycaramella.com and provide the following information: order number, color of the received item, and color of the replacement item. Further information can be found here: Cancellation / Return – byCaramella
Payments
Which payment methods do you accept?
We accept the following payment options:
- Klarna,
- Paypal,
- Visas,
- Mastercard,
- Instant transfer,
- American Express,
- Maestro,
- eps transfer,
- Shop Pay,
- Apple Pay,
- Google Pay
Can I pay by invoice?
Yes, we offer payment by invoice via Klarna. The invoice must be paid within 14 days of receiving the order.
Why was my payment declined?
There may be various reasons why a payment was declined. Please check your payment information and contact your bank. If you have any further issues, please contact our customer service.
Products: Sizes and Material
How do I find the right size?
Use our size guide on the product page to find the right size. If you have any further questions, please contact our customer service via chat or webshop@bycaramella.com
Are the items in my shopping cart reserved?
No, items in your shopping cart are not reserved. They are only secured after the order process is complete.
What can I do if an item is sold out?
If an item is out of stock, you can sign up for a notification to be informed when the item is back in stock.
What material are the products made of?
Information about the material composition of the products can be found on the respective product page.
Do you sweat in the wraps? Are they suitable for summer?
Sweating is a natural bodily process influenced by various factors. These include temperature and humidity, physical activity, genetics, diet, medications, and more. Clothing can also have an impact. Our jersey, crepe, and jazz headscarves are breathable and therefore ideal for summer and warm temperatures.
Are the cloths opaque?
All jersey, crepe, and jazz hijabs are opaque. However, since opacity also depends on color, brightness, light incidence, and other factors, we always recommend wearing a headscarf (underscarf) underneath the headscarf.
How should I wash the products?
Information about product care instructions can be found on the respective product page. We generally recommend hand washing.
Customer account
How can I create an account?
Click the little man icon in the top right corner and then click "Create Account." Enter your email address and set a password. Follow the instructions to create your account.
What should I do if I forget my password?
Click “Forgot password” and follow the instructions to create a new password.
How can I change my account information?
Log in to your account and go to Account Settings to update your personal information.Miscellaneous
How can I contact customer service?
You can contact our customer service via chat or email at webshop@bycaramella.com . Our customer service hours are Monday to Friday, 9:00 a.m. to 5:00 p.m. We will process your request as quickly as possible.
Do you offer gift vouchers?
Yes, we offer gift cards in various amounts. You can purchase them on our website under " Gift Cards ."