Refund Policy
We have a 15-day return policy which means you have 15 days after receiving your item to request a refund and return the item.
To be eligible for a return, your item must be in the same unused, original condition that you received it in (damages upon arrival excluded.)
To start a return, contact us at CustomerCare@Carrie-Love.com. In the subject line, insert Return. In the email body, put the return reason/ details and any pictures/ images that you may support the reason issue. We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If your return is accepted, we will send you instructions on how and where to send your package via email. Shipping & Handling is not refundable. If approved, allow 5 days from return receipt to process refund. Your refund will be on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund. Your refund may show on next billing cycle of bank statement. If we find that the return is not valid (ex: damage to item after customer received, past 15-day window, etc.) we will email you stating a denial and our reason why. Items sent back to us without first requesting a return will not be accepted.
Contact us for any return questions at:
Email: CustomerCare@Carrie-Love.com
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/exchanged. We also do not accept returns for lost/stolen/misplaced items. We do not accept returns for items that have sustained damage after item has been delivered to you. We cannot accept returns on final sale items or clearance items.
Exchanges
We do not do exchanges. The fastest and most efficient way to get a new or different item is to return the item you have. Please contact us at CustomerCare@carrie-love.com to begin the process. Once the return is accepted and we receive the item, we will confirm the return of funds. You may make a separate purchase for the new item.
Lost Items/Stolen Packages
If the shipping tracking number says a package has been delivered but you have not received your order, here is the procedure we follow:
- First, we ask you to check with anyone else that receives mail at the shipping address. We also ask that you check with your neighbors to see if they might have received it. If this doesn't resolve the issue, contact your delivery person to confirm where they delivered the item. This often solves the missing package issue.
- Secondly, we wait 2 business days for the package to show up from a delayed delivery, neighbor or other person who may have received it.
- If you still have not found your package, after 2 business days, we will open a lost package case with the carrier to see if the GPS location of the delivery scan matches the address you gave us on the order.
If the GPS delivery scan shows that the carrier did not deliver it to shipping address, then we will reship your package ASAP with a signature required and file a missing package claim with the carrier on our end.
Cancellations
If you need to cancel an order, please email us at CustomerCare@Carrie-Love.com immediately. We will cancel the order if it has not left our facility yet. After packages have left our facility, we will not be able to stop product shipment. We will be more than happy to complete a refund with the item returned unopened and in original condition. S&H is not refundable.