Return and refund Policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
Before returning any item, you must contact us first at info@carinello.com to receive return authorization and instructions. This is required for all returns.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.
How to start a return
- Contact us at info@carinello.com within 30 days of receiving your order
- Provide your order number and reason for return
- Include photos of the item if there are quality issues or defects
- We will review your request and provide return instructions or alternative solutions
Return options
Due to international shipping costs and our fulfillment locations, we may offer one of the following solutions:
- Return authorization with specific return address and instructions
- Partial refund without requiring physical return (for lower-value items)
- Replacement item sent to you while you keep or dispose of the original
- Store credit for future purchases
- Full refund without return for defective or incorrect items
The solution offered will depend on the item value, reason for return, and your location. Our goal is to resolve your issue quickly while minimizing unnecessary international shipping.
Damages and issues
Please inspect your order upon delivery and contact us immediately at info@carinello.com if the item is defective, damaged, or if you receive the wrong item. Include photos or video of the issue so we can evaluate and make it right quickly.
Exceptions / non-returnable items
Certain types of items cannot be returned, including:
- Perishable goods (such as food, flowers, or plants)
- Custom products (such as special orders or personalized items)
- Personal care goods (such as beauty products)
- Hazardous materials, flammable liquids, or gases
- Sale items or gift cards
Please contact us at info@carinello.com if you have questions or concerns about your specific item.
Exchanges
The fastest way to ensure you get what you want is to contact us about returning the item you have. Once the return is approved and processed, you can make a separate purchase for the new item.
European Union 14-day cooling off period
If your order is shipped to the European Union, you have the right to cancel or return your order within 14 days of receipt, for any reason and without justification, in accordance with EU consumer protection laws.
Your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.
Please contact us at info@carinello.com before sending any return so we can provide you with the appropriate return address and instructions. EU customers have the right to a refund even if physical return is not required due to international shipping costs.
Return shipping costs
Return shipping costs are typically the customer's responsibility unless the item received was defective, damaged, or incorrect.
Because our products ship from international locations, return shipping can be expensive. We may offer alternative solutions (such as partial refunds or replacements) to avoid costly international return shipping. This benefits both you and us while still honoring your right to a refund.
If a physical return is required, we will provide you with the return address. We recommend using a trackable shipping service.
Refunds
Once we receive and inspect your return (or approve your return request), we will notify you whether the refund was approved.
If approved, you'll be automatically refunded on your original payment method within 10 business days. Please remember it can take additional time for your bank or credit card company to process and post the refund.
If more than 15 business days have passed since we approved your return, please contact us at info@carinello.com.
Contact us
For all return and refund inquiries, please contact us at:
Email: info@carinello.com
Business address: DOMIO d.o.o., Ulica Lojzeta Spacala 2, 1000 Ljubljana, Slovenia.
Please allow up to 24-48 hours for our team to respond to your inquiry.
