Shipping, Returns & Exchanges Policy

Shipping

Shipping Methods

Caro Luna offers worldwide shipping via DHL Express.

 

Delivery Time

Orders are typically delivered within 24 to 72 hours after shipment.

 

Order Processing

• Orders are processed within 2 business days.

• Orders placed on weekends or holidays will be processed on the next business day.

Shipping Fees

Shipping fees vary by destination and order total, and will be calculated at checkout. All international orders are subject to customs duties and taxes, which are the responsibility of the customer and not included in the shipping cost.

 

Delivery Disclaimer

• We strive for timely deliveries, but delays due to customs clearance, weather conditions, or carrier issues may occur and are beyond our control.

• Once an order is marked as "delivered" by the carrier, Caro Luna is not responsible for lost or stolen packages. Please ensure your shipping address is secure and accessible.

Returns & Refunds

Return Window

We accept returns within 14 calendar days from the date of delivery.

 

Eligibility Criteria

To qualify for a return:

• Items must be in original condition — unworn, unwashed, and undamaged.

• All tags, packaging, and accessories must be included as received.

• Returns not meeting these conditions may be denied or refunded partially.

Note:
Final sale items and discounted or promotional items are not eligible for return or refund.

 

How to Request a Return

1. Email us at hello@carolunabrand.com with your order number.

2. We will send you a secure payment link to cover the return shipping fee (equal to your original shipping cost).

3. After payment is received, you’ll get a DHL+ return label and instructions.

 

Preparing Your Return

1. Repack the item in its original packaging, including all tags and accessories.

2. Print and attach the DHL+ return label to the outside of the parcel.

   • Ensure the label is clearly visible and not obstructed.

3. Drop off your package at the nearest DHL drop-off location.

 

Refunds

• Refunds are issued to the original payment method within 7 business days of receiving and inspecting the returned item.

• Items that don’t meet return criteria may be denied or refunded partially.

 

Defective or Incorrect Items

If you receive a defective or incorrect item, please email hello@carolunabrand.com immediately. We’ll make it right at no additional cost.

 

International Returns

International customers follow the same return process.
Customs duties, taxes, and fees incurred on international returns are the responsibility of the customer.

 

Exchanges

We offer exchanges by request.

How to Request an Exchange

1. Email hello@carolunabrand.com with your order number and the reason for the exchange.

2. We will confirm your item is eligible and guide you through the return process.

3. Once your original item is received and inspected, we will ship the exchange item to you.

 

Return Shipping Costs for Exchanges

• If you received free shipping (via promo code or order total):
  → You are responsible for the return shipping cost.

• If you paid for shipping in your original order:
  → Caro Luna will cover the return shipping cost.

Once approved, we’ll send:

• A payment link (if applicable)

• A DHL+ return label with drop-off instructions after payment is confirmed

 

For any further questions or assistance, please don’t hesitate to contact us at
hello@carolunabrand.com