Our products have been formulated and designed with love and thinking about your skin and your well-being. However, if you do not feel sufficiently passionate about the product you have purchased through our online store, and need to make a return or exchange, please see how you can proceed:
1 – EXCHANGES
To initiate the return process (without replacement), you must send an email to the address miyoko@caroderme.com, mentioning the order number in the subject of the email.
You will have to give us the reasons for the return and provide all the necessary elements to analyze your request.
You will receive an email within 5 business days, detailing the steps to follow.
After receiving our confirmation that the return has been accepted, it will be necessary to schedule the pick up of the articles with the carrier indicated in the e-mail sent by us and prepare the parcel so that it can be collected on the scheduled date. Please use the original parcel packaging/box and include all product components related to the item(s) you wish to return.
After we receive the item (s) you wish to return at our warehouse, we will check them up. Note: Due to the hygiene and safety of cosmetic products, only closed products can be returned in the original packaging. Containers, jars, tubes or bottles that show signs of being opened will not be accepted.
Once your return order is accepted, we will begin the process of refunding your cash within 14 days. How your return is processed depends on your original form of payment.
We consider two different types of returns:
1) Returns by reason of quality or by incorrectly sent article - Caroderme will reimburse freight charges only in cases where the return is motivated by questions related to items sent incorrectly or that could have been damaged during the transportation process.
2) Other returns - In all other situations, regardless of the reason for the return, freight costs will be deducted from the amount to reimburse. For more information about the applicable costs, you can consult our Terms and Conditions.
For both situations, ff the return has not been previously authorised and/or the item(s) has(have) not been sent via the same courier indicated in the email with the return instructions, Castelbel reserves the right to refuse to accept the item(s).
However, if an unauthorized return is accepted, we will deduct 10% of the value of the article (s) to cover administrative costs. In addition to that, please note that freight costs may be applicable.
The return of articles that do not comply with the procedures set out in the terms and conditions of the return policies, will not be accepted by Caroderme.
2 - Exchanges
There are two types of exchanges:
1) 1) Exchanges for another item of the same reference (motivated by quality issues or in case of having arrived damaged);
2) Exchange for a different article - in this case, you have a maximum period of 30 days from the date of reception of your order to request the exchange of an article.
To initiate the exchange process, you must send an email to the address miyoko@caroderme.pt, mentioning the order number in the subject of the email. You will need to indicate the reasons for the exchange and provide all the necessary elements for the analysis of your request, as well as identify the products you want to receive in return. Subsequently, we will send you a detailed email (within 5 days) with the following steps so that you can receive the correct article.
After receiving our confirmation that the return has been accepted, it will be necessary to schedule the pick up of the articles with the carrier indicated in the e-mail sent by us and prepare the parcel so that it can be collected on the scheduled date. Please use the original parcel packaging/box and include all product components related to the item(s) you wish to return.
The customer will be responsible for the associated shipping costs, except in cases where the exchanges are motivated by incorrect or damaged items (exchange type 1).
