Customer satisfaction is our ultimate goal. Therefore, we strive with our attention to detail to create a pleasant experience for all our customers. 

Canceling your Order

We work at a fast pace so that our customers receive their order as soon as possible. Therefore, any cancellation request must be received within the first 12 hours of placing the order. If you need to cancel or change your order, contact us right away because any cancellation request received after the order has been sent cannot be processed.

Exchanges & Returns

We hope our customers are satisfied with our website's shopping experience and love the product they bought. For that reason, we review all products before shipping to ensure that their conditions are optimal. However, we understand that sometimes the product might not fit correctly and returns are needed. Thus, we offer a Policy for Exchanges & Returns within the first 7 days from the date you receive the order to send it back, under the following circumstances:

• All returns will be processed as a credit in the store because we do not reimburse money.
• The item to be returned must NOT be part of our list of products in which returns are 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. It also must be in its original packaging, with all accessories and labels intact.

If the product to be returned meets these requirements, then:

• Send us an email as soon as possible within the first 7 days from the date of receipt of your order to boutique@caribbena.com, explaining your reasons for requesting the exchange or return of the product.
• Do not return the item without our response. We will answer your email and, if the return applies, we'll instruct you on how to proceed.
• Following our response, you must send the product back to us no later than 3 days from our communication. 

Shipping costs for returned items:

• If the reason for the return is due to our fault, such as the product received was the wrong one, or there is an obvious defect on the product, then we will take care of the shipping expenses and send you a prepaid label in order for you to return the product.
• However, with any other reason for the return, the customer is responsible for the shipping costs to return the product.
• Once we receive the returned item, we will proceed to inspect it and verify that it meets all requirements in our policy.
• If the item meets all requirements, we will proceed to issue you a Store Credit for the price you paid for 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
• The original shipping costs 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. 

Disclaimer:

• 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.

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:

List of Product Exceptions to our Return and Exchange Policy

• Items identified as Sale or Clearance
• Accessories including Jewelry
• Face Masks    
• Lingerie (includes bralettes)
• Swimsuits
• Personalized items
• Items bought during the Black Friday or Cyber Weekend Events

Recommendations:

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.

If you still need help selecting your size, or have questions about a product, feel free to contact us via email at: boutique@caribbena.com, our chat, or via Instagram Messenger. Consult us with your measurements and the product you are interested in so that we can assist you. We are glad to help.

We also recommend reading our Terms of Use for a better understanding of our service in general.