Refund policy
Returns & Store Credit Policy
At CarlosLines, each piece is thoughtfully designed and carefully produced. To ensure clarity and fairness, we kindly ask that you review our return policy prior to purchase.
Returns & Store Credit (Online Orders)
Eligible full-price items may be returned within 14 days of delivery.
Returns received after 14 days will be accepted for store credit only.
All returned items must be:
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Unworn, unwashed, and unused
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In original condition
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With all original tags attached
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Returned in original packaging
Store credit does not expire and may be used toward any future purchase.
Exchanges
Exchanges are accepted within 14 days of delivery, subject to availability.
Items must meet the same condition requirements as returns.
Exchange shipping fees may apply.
Final Sale & Non-Returnable Items
The following items are final sale and are not eligible for return or exchange:
- Sale or discounted items
- Promotional purchases
- Accessories
- Intimates, bodysuits, or swimwear
- Made-to-order, custom, or special production pieces
In-Store Purchases (Boutiques & Pop-Ups)
In-store purchases are eligible for a full refund within 14 days of purchase.
Returns made after 14 days will be issued store credit only.
Items must be returned in original condition with tags attached.
Refunds are issued to the original form of payment.
Final sale and made-to-order items are not eligible for return or exchange.
International Orders
International orders are eligible for store credit only.
Customers are responsible for all return shipping costs, as well as any duties, taxes, or customs fees.
Original shipping charges, duties, and taxes are non-refundable.
Statutory Consumer Rights — United Kingdom & European Union
For customers in the United Kingdom and European Union, applicable consumer protection laws provide additional rights that take precedence over our standard return and store credit policies.
For eligible online purchases, customers generally have the right to cancel within 14 days of receiving their order without providing a reason. Customers must return the merchandise within 14 days after notifying us of cancellation.
Where statutory cancellation rights apply, refunds will be issued to the original payment method, including applicable standard outbound delivery charges, in accordance with local law.
Customers are responsible for direct return shipping costs for change-of-mind returns where permitted by law and disclosed before purchase. CarlosLines will cover legally required remedies and associated costs for defective or incorrect merchandise.
Sale and promotional items remain subject to applicable statutory cancellation and consumer rights. Exemptions, including qualifying personalized or custom-made products, apply only where legally permitted.
To request a return or cancellation, please contact customercare@carloslines.com.
Nothing in this policy limits or excludes any consumer rights that cannot legally be waived.
Return Shipping
Return shipping costs are the responsibility of the customer.
We strongly recommend using a trackable shipping service.
CarlosLines is not responsible for lost, delayed, or misdirected return shipments.
Damaged or Incorrect Items
If your order arrives damaged or incorrect, please contact us within 3 days of delivery at:
📧 customercare@carloslines.com
Include your order number and clear photos so we may assist you promptly.
Processing Time
Returns are reviewed and processed within 5–7 business days of receipt.
Store credit or refunds will be issued once the return has been approved.
Policy Discretion
CarlosLines reserves the right to refuse returns that do not meet our policy requirements.
This policy may be updated at any time without prior notice.