Refund Policy
Return Window
You have 30 days from the date your order arrives to request a return.
How to Begin a Return
To start the return process, please get in touch with our support team at hello@carolineburnette.com and include your order number. You can find this number in your order confirmation email or printed on the invoice that came with your delivery.
Once we've reviewed and approved your request, we'll send you detailed instructions explaining where to send your items and how to package them properly. Please be aware that any returns sent to us without prior approval cannot be accepted.
Who Pays for Return Shipping
In most cases, return shipping costs are the customer's responsibility. The exception is when the return is due to a mistake on our part—for example, if you received the wrong product, your item arrived damaged, or there's a manufacturing defect. All return shipments must be sent to our warehouse located in Asia: Lane 1177, Jianlan Road, Meixu Street, Yinzhou District, 315100 Ningbo, Zhejiang, China.
Keep in mind that any delays caused by customs are outside of our control and cannot be used as a reason to file a return. For orders that include bundled items, the entire bundle must be returned together—we're unable to process returns for only part of a bundle.
Situations Where We Cover Shipping Costs
We'll take care of the return shipping fees if your package arrives damaged, contains a defective product, or includes the wrong item (such as an incorrect size, color, or variation). Just contact our support team within 30 days of receiving your delivery, and we'll guide you through what to do next.
As mentioned above, bundled orders must always be returned in full. Returns of individual pieces from a bundle cannot be accepted.
Condition of Returned Items
All returned items must arrive in brand-new, unused condition. They should be unworn, unwashed, and have all original tags, labels, and protective liners still attached. We reserve the right to decline any return that shows signs of use, wear, or damage.
Damaged or Incorrect Orders
We recommend checking your order as soon as it arrives. If anything looks damaged, defective, or different from what you ordered, please reach out to us within 30 days of delivery. Our team will help you sort it out, and we'll cover the cost of return shipping in these cases.
Looking to Exchange an Item?
The fastest route for an exchange is to return your original item first. As soon as your return is processed, you're welcome to place a new order for the replacement product you'd like.
Refund Processing
After your return reaches our warehouse, our team will examine it within 2–4 business days. Once it passes inspection, we'll process your refund within that same window.
The time it takes for the refund to appear in your account depends on your bank or chosen payment method, but it typically shows up within 10 business days. If 15 business days have passed since we confirmed your return and the refund still hasn't reached you, please send us an email at hello@carolineburnette.com.
Contact Us
Email: hello@carolineburnette.com
Phone: +44 7735 010253
Customer Support Hours: Monday to Friday: 9:00 AM – 6:00 PM (GMT) Saturday & Sunday: Closed
Store Name: Caroline Burnette
Company Address: 12 Victoria Rd, Bridlington YO15 2BW, United Kingdom
Warehouse Location: Lane 1177, Jianlan Road, Meixu Street, Yinzhou District, 315100 Ningbo, Zhejiang, China
Kleiburg 646, 1104 EA Amsterdam, Netherlands