Refund policy

Returns & Refunds

Last updated: October 10, 2026

Our collection is currently available to browse. Purchasing is not yet open. The following policy explains the return arrangements for purchases when ordering becomes available.

Request a return within 14 days

Email hello@carrelume.com within 14 calendar days after delivery. Include your order number and reason for the request. Please contact us before shipping a return.

For a change-of-mind return, the scarf must be unworn, unwashed, unaltered and free from marks, fragrance or damage, with its original product labels intact and proof of purchase. Please include the original packaging where reasonably possible. These conditions do not restrict remedies for defective or incorrect goods or rights that cannot be excluded under applicable law.

Return destination and shipping

Returns are sent to China. After authorizing your return, we will provide the complete return address and shipping instructions. Do not use the address on the outbound shipping label or send a return to a forwarding warehouse without our instructions.

Ship the authorized return within 14 calendar days after receiving our return authorization. Use a tracked service and email us the tracking number. Keep your shipping receipt until your refund is complete.

For eligible change-of-mind returns, you pay the return shipping cost to China. Original delivery charges and import charges already incurred that cannot be recovered are not refundable, except where applicable law requires otherwise.

Wrong, defective or damaged items

If your item is incorrect, defective or damaged in transit, contact us promptly with your order number and, where possible, photographs of the item and packaging. We will arrange an appropriate remedy, which may include a replacement or refund. We cover reasonable return shipping when a return is required for a verified issue. A refund without return may be agreed individually; it is not automatic.

Refund processing

Within five business days after receiving your return, we will inspect it and notify you of the result. For an eligible return, we will initiate the approved refund to the original payment method within that same five-business-day period. Your bank or payment provider may take additional time to credit the funds; we do not guarantee a fixed arrival date.

How to track your refund

Our five-business-day period starts when we receive your return; it is not a guarantee that your bank will credit the money within five days. We will email you when the inspection is complete and when an approved refund is initiated, with the amount and payment method.

For PayPal payments, open your PayPal Activity, select the original transaction or refund and check its status. PayPal balance refunds are generally credited the same day after issuance. Debit-card and bank-account refunds generally take up to five business days, but some can take up to 30 days. Credit-card refunds can take one or two billing cycles, depending on the issuer. These are PayPal estimates, not an arrival promise by CARRÉLUME. PayPal refund guidance.

If you do not receive our inspection/refund update within five business days after the return reaches us, email hello@carrelume.com with your order number and return tracking. If we have initiated the refund but the money has not arrived, we can help check its status; your bank or PayPal can confirm posting to your original payment method.

Exchanges

If you would prefer a different design, contact us before returning the item so we can explain the available return and replacement-order options. Do not assume an immediate exchange is available. Verified incorrect, defective or transit-damaged goods are handled under the remedy section above.

Cancellations

Contact us as soon as possible to cancel an order. If the parcel has not been handed to the carrier, we will cancel the unshipped order and initiate a full refund, including the original delivery charge. A shipping label or tracking number alone does not mean the parcel has been handed to the carrier. After dispatch, please contact us about an eligible return.

Delivery problems

If an incorrect address supplied by you causes a failed delivery, you are responsible for reasonable redelivery costs, subject to applicable law. We will explain any cost before arranging redelivery. If the problem was caused by us or the carrier, we will handle the investigation and appropriate remedy. Failed delivery does not automatically mean that the parcel can be returned to China.