Refund policy

Returns

We want you to love your Carmen & Crimson piece. If it's not right for you, you can return it within 14 days of delivery for a refund or exchange, provided it is:

●      Unworn, unwashed, and undamaged

●      In its original packaging with tags attached

●      Free from makeup, deodorant, perfume, or fake tan marks

Due to hygiene reasons, we're unable to accept returns on items marked as final sale.

How to return an item

Email us at carmenandcrimson@outlook.com with your order number and the item(s) you'd like to return. We'll confirm the return address and next steps.

Refunds

Once we receive and inspect your return, we'll process your refund to your original payment method within 5–7 business days. Please note it can take a few additional days for your bank or card provider to show the refund.

Return postage

Return postage costs are the customer's responsibility unless the item arrived faulty or incorrect. We recommend using a tracked service, as we can't take responsibility for returns lost in transit.

Faulty or incorrect items

If your item arrives faulty, damaged, or isn't what you ordered, contact us within 48 hours of delivery with photos of the issue, and we'll arrange a replacement, exchange, or full refund — including postage costs.

Exchanges

Need a different size or colour? Let us know in your return email and we'll do our best to arrange an exchange, subject to stock availability.

Your statutory rights

This policy doesn't affect your statutory rights under the Consumer Rights Act 2015 or your right to cancel under the Consumer Contracts Regulations 2013.