Returns

If you would like to return an item, please follow these steps:

1. Contact our customer service: webshop@bycaramella.com. You can use the following template:
   
   Name: [Your name]
   Order number: [Your order number]
   Items to be returned:
   Reason for the return/exchange: (e.g. didn't like it, defective, wrong item, etc.)
   Additional comments: [You can add any additional information here]
   
   
2. You will receive a return label from us. Print out the return label we send you by email.
3. Pack all items you are returning in a package suitable for shipping and attach the return label to the package.
4. Send the package via DHL.
5. Once we have received and inspected the goods, the amount for your returned items will be refunded.

Our return policy is valid for 30 days. Unfortunately, if your purchase was made more than 30 days ago, we cannot offer you a refund or an exchange.

To be eligible for a return, your item must be unused and in the same condition in which you received it. The item must also be in its original packaging.

Some items are completely excluded from returns. These include gift cards. Please do not return purchased items to the manufacturer.

In certain situations, only partial refunds will be granted:

• Items that are no longer in their original condition, are damaged, or are missing parts for reasons not due to our error.
• Items that are returned more than 30 days after delivery.

 

Exchanges

If you would like to exchange an item, please follow these steps:

1. Contact our customer service at webshop@bycaramella.com and provide the following information:
   
   Name: [Your name]
   Order number: [Your order number]
   Items to be returned:
   Desired exchange item and color:
   Reason for the return/exchange: (e.g. didn't like it, defective, wrong item, etc.)
   Additional comments: [You can add any additional information here]
   
   
2. Send the item you would like to exchange to the following address:
   
   Mizan Management (c/o Büsra Sayed byCaramella)
   Röblingstraße 74-80
   12105 Berlin
   Germany
   
   Ideally, please include a note in the package telling us what you would like to exchange your item for, e.g. "I would like to exchange 'Cream' for 'Taupe'."
   
   
3. Once we have received and inspected the goods, we will send you the exchange item.

 

Refunds

Once we have received and inspected your return, we will send you an email to let you know that we have received the item you returned. We will also inform you whether your refund has been approved or rejected. If your refund is approved, it will be processed. After a few days, the amount will automatically be credited to your credit card or original payment method.

Refunds for Bundle Products

If you purchased a bundle product (e.g. hijab + underscarf), please note that if you return a single item from the bundle (either the hijab or the underscarf), the refund will be calculated as if the item had been purchased individually and not as part of the bundle. This means the price of the returned item corresponds to its regular individual price, without the bundle discount.

Late or Missing Refunds

If you have not yet received your refund, please first check your bank account again. Then contact your credit card company, as it may take some time for your refund to be credited. Next, contact your bank. There is often a processing time before a refund is posted to your account.

If you have done all of this and still have not received your refund, please contact us at webshop@bycaramella.com.

 

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you will receive a voucher for the value of your purchase when you return the item. Once we have received the returned item, you will receive the voucher by email.

If the item was not marked as a gift when purchased, or was shipped to the person who gave the gift, the refund will be issued to the gift giver, who will be notified of the return.

 

Shipping

To return your product, please send it to:

Mizan Management (c/o Büsra Sayed byCaramella)
Röblingstraße 74-80
12105 Berlin
Germany

You are responsible for paying the shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

The time it takes for your exchanged item to reach you may vary depending on the country you live in.

If you are shipping an item worth more than €75, you should consider using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive the item you return.