Customer satisfaction is our ultimate goal. Therefore, we strive with our attention to detail to create a pleasant experience for all our customers.
We work at a fast pace so as not to make our customers wait long, and thus be able to provide them with good service. Therefore, any cancellation request must be received within the first 30 minutes of placing the order. Any cancellation request received after 30 minutes from placing the order, will not be accepted.
Exchanges & Returns
We hope you to love your new product and be satisfied with your shopping experience. Part of our service includes the review of the product before shipping, to ensure that its conditions are optimal. However, we understand that sometimes changes or returns are needed. Because we want to understand our customers’ needs, we offer a Policy for Exchanges & Returns under the following circumstances:
- All returns that we accept will be processed as a credit in the store, since we do not reimburse money.
First, you must send us an email at firstname.lastname@example.org within the first 7 days from the date you receive the package, explaining your reasons for requesting the exchange or return of the product. Do not return the item without prior approval.
We will answer your request and, if applicable, we'll send you instructions on how to proceed.
You must meet the following conditions to be eligible for this policy.
- Following our response with the instructions on how to proceed, you must send the product back to our warehouse no later than 3 days from our communication.
The item to be returned must not be part of our
list of products in which a return is not accepted. See our list of exceptions later on this page.
The item to be returned must be in the same condition in which it was sent, that is, in its "new" condition, unused, unwashed, and unaltered in any way. In addition, it must be in its original packaging, with all accessories and labels intact.
- The customer is responsible for the shipping costs incurred to return and/or exchange the item, except in cases where the product received was the wrong item, or if there was an obvious defect on the product. In such a scenario, we will take care of the shipping expenses.
- In the cases where we pay the shipping costs, we will send you a shipping label by email so that you cant print it and use it to return the item. It is important this to be done within the 3 days established above to return the package.
- Once we receive the returned item, we will proceed to inspect it and verify if it meets the return requirements established by our policy.
- Products with any stain (from makeup, deodorants, perfumes, paint, or dirt in general, etc.); Torn or damaged products in any way; Products that have obviously been used, washed, and/or altered will not be accepted and will be send back to the customer.
If the item meets the return requirements, and an exchange is not desired, we will proceed to issue you a Store Credit for the price you paid for the product.
- The shipping cost incurred by the customer on the original order is non-refundable so it won't be part of the Store Credit amount, except in those cases previously established, where the wrong product was received, or due to defects on the product.
- The Store Credit will be valid for 1 year from the issue date. It can only be used on our website www.caribbena.com
As mentioned above, our Return and Exchange policy does not apply to all items since some products are automatically ineligible for return or exchange. The following are characteristics that define those products:
Exceptions to our Return and Exchange Policy
- Items identified as Sale or Clearance
- Accessories including Jewelry
- Face Masks
- Lingerie (includes bralettes)
- Personalized items
- Items bought during the Black Friday or Cyber Weekend Events
To minimize the probability to return a product, we recommend our customers to consult the descriptions and videos that we have made available on each product page, with references of sizes and the peculiarities of the item itself, before placing an order, so that they can make a better informed decision. We also recommend reading some our related publications for further guidance.
If you need help selecting your size, or have questions about a product, feel free to contact us via email at: email@example.com, or via Instagram Messenger. Consult us with your measurements and the product you are interested in so that we can assist you. We are here to help you.
If for any reason you are not satisfied with your purchase, please email us anyway to see how we can help you.