Refund policy
At Carlota Valeria, each piece is carefully crafted and prepared with the highest attention to detail. We want you to feel confident and delighted with your purchase.
Return eligibility
You may request a return within 14 days of receiving your order, in accordance with applicable consumer protection laws.
To be eligible for a return, the item must be returned:
- Unworn, unused, and in its original condition.
- With all original packaging, protective materials, tags, and accessories included.
- Without any marks, stains, odors, damage, or signs of wear.
For our silk pieces, the original protective packaging must remain intact where applicable. This ensures every piece maintains the same condition and quality as when it was received.
Items that have been worn, washed, altered, damaged, or returned without their original protective packaging may not be accepted.
Quality control
All returned items are carefully inspected upon arrival. Refunds will only be processed once the item has been approved as meeting our return conditions.
If a return does not meet these requirements, we reserve the right to refuse the refund or deduct any reduction in value caused by handling beyond what is necessary to inspect the item.
Refunds
Once your return has been approved, your refund will be issued to the original payment method. Shipping costs are non-refundable unless the item received was defective or incorrect.
Return shipping
Return shipping costs are the responsibility of the customer unless the return is due to an error on our behalf or a defective item.
We recommend using a tracked and insured shipping service to ensure the safe return of your piece.
For international returns, customers are responsible for any applicable customs duties, taxes, or additional charges related to the return shipment.
Damaged or incorrect items
If you receive an item that is damaged or incorrect, please contact us within 48 hours of delivery with photos of the item and packaging so we can assist you.
International orders
Customers are responsible for any applicable duties, taxes, or customs charges related to international returns where applicable.