Delivery

We aim to deliver your purchased items as quickly as possible. Delivery times vary depending on the availability of the items and your location.

Please note that import taxes are not included. Customer is responsible for duties/taxes, which can be paid upon delivery based on your country. If a customer refuses to pay import duties and taxes, the shipment may be returned to us or abandoned by the carrier. In this case, any applicable shipping and return fees will be deducted from the refund. If the shipment is abandoned or destroyed, we are unable to issue a refund.

 

Shipping Options

International Orders: Delivered via DHL Express or UPS Standard. National Orders (Portugal): Delivered via CTT Express.

 

Delivery Time

• In-Stock Items: Delivery typically takes 2-5 business days after you receive the purchase confirmation.
• Made-to-Order Items: These items can take up to 15 days to be dispatched. The estimated time will be provided on the product page and in your confirmation email.
• Pre-Orders: The expected delivery date will be communicated at the time of purchase.
• Please note: Delivery times may be extended during sales, public holidays, or due to customs clearance delays. Packages are delivered Monday to Friday, typically between 8:00 AM and 6:00 PM. We are not responsible for delays caused by customs clearance processes.

 

Insurance & Lost Packages

All packages are insured while in transit until they are delivered to you. If your package is lost, please contact us immediately at info@carolina-machado.com. We will initiate an investigation with our delivery partner, and the time frame for this process may vary. You will be informed of the outcome via email. If you refuse delivery for any reason, your package will be treated as abandoned by the shipping carrier and will not be eligible for a refund.

 

Returns

We accept returns and exchanges on all items except made-to-order items and clearance sales. If you have any questions about fit or sizing before purchasing, we're happy to help, contact us at info@carolina-machado.com.

 

General Policy

• Items must be returned within 14 days of delivery. The 14-day return period begins on the day you receive your item.
• The buyer is responsible for the cost of returning items.
• To be eligible for a return, items must be unworn, unused, and unwashed, with all original tags attached.
• Returns that are damaged, show signs of wear, or are missing original tags may not be accepted.

 

Return Process

1. Contact us first at info@carolina-machado.com to inform us about your return.
2. For orders placed within the EU, you may ship the item using a traceable delivery service of your choice. Alternatively, we can arrange a collection from your address and provide a pre-paid return label. The return cost will then be deducted from the refund amount. For customers outside the EU, return shipping is the buyer's responsibility. We recommend using a traceable delivery service.
3. Once we receive your return, it will be inspected. If approved, your refund will be processed and applied to your original payment method.
4. Refunds will cover the price of the item but not the shipping cost.
5. You will receive an email notification once the refund is processed.

 

Exchanges

We don't process direct exchanges. If you'd like a different size or item, simply return your original order and we'll issue store credit for the item value once it's received and approved. You can then use your store credit to place a new order at any time.

For more information please contact us at info@carolina-machado.com.

 

Order Cancellation

• Orders can be canceled any time before processing.
• Once an order is shipped, the Return Policy applies.
• We reserve the right to cancel orders within 72 hours of placement due to unavailability. If this occurs, you will be notified promptly.

 

Faulty Items

We aim to deliver items of the highest quality. If you receive a faulty item:

1. Contact us immediately at info@carolina-machado.com with a brief description and photos of the defect.
2. Please note that you need to report the faulty item within 30 days from the date of delivery.
3. Items damaged due to wear and tear are not considered faulty.

 

Incorrect Items

If you receive an incorrect item, please contact us at info@carolina-machado.com to resolve the issue promptly.

 

Refunds

Your refund will be credited to the original credit card. Please note credit card refunds may take up to 10 business days for your bank to complete, depending on their processing time. This can vary between card issuers and unfortunately, we are unable to influence this.