Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, with intact seals/tags, and in its original packaging. Personal hygiene items and items of cosmetic use (including Makeup, Face Creams, Body lotions, Gels etc) must be unused and unopened - all packaging must be intact and as new. Items purchased as a bulk buy or pack must be returned in the pack - we do not accept part pack returns.
For Hygiene reasons We will NOT refund on any items that have been opened!
SELF SERVE RETURNS:
1. Log in to your account:
In the Email field, enter your email address, and then click Continue.
2. In your email account, open the email sent from our store and copy the six-digit verification code included in the email.
3. Go back to the online store, and then enter a six-digit verification code.
4. Click the order that you want to submit the return for. If your order has more than one item, then select the items that you want to return.
5. Select a return reason and add a note for the store.
6. Click Request return. If your return request is approved and requires shipping you will receive an email approving your return.
7. Package your item/s and return to the address below
8. After the product is returned and checked, you will receive a refund.
Alternatively:
To start a return, you can contact us at info@carlalouise.co.uk.
Please note that returns will need to be sent to the following address:
C.L.B Returns,
7 Ameysford Road,
Ferndown,
Dorset,
BH22 9PY
Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at info@carlalouise.co.uk
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like opened Cosmetics, perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products, personal toys, cosmetics or lingerie that has been worn or opened). Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@carlalouise.co.uk
EU Right of Withdrawal
If you are located in the European Union, you have the right to withdraw from your purchase within 14 days of receiving the last item in your order, without giving any reason.
How to exercise your right of withdrawal To initiate a return, sign in to your customer account and submit a return request within the 14-day withdrawal period.
Return shipping You are responsible for the cost of returning the goods unless we have agreed otherwise. Items must be returned in their original condition.
Refunds Once we receive your returned items, we will process your refund within 14 days using the same payment method you used for your original purchase.
Cancellations You may cancel your order at any time before it has been fulfilled by signing in to your account and requesting a cancellation.