Our policy at a glance
CarmelaFashion is a wholesale (B2B) supplier. Every order is inspected in full before it leaves our warehouse. If goods arrive damaged or defective, we make it right — that is the one ground for a return: apart from damaged or defective goods, all sales are final and non-refundable.
1. Inspect on arrival
Please check the parcel count and the outer packaging when your delivery arrives, and note any visible damage with the carrier at the moment of delivery where possible.
2. Report within 7 days
If you find damaged or defective goods, contact our customer service within 7 days of delivery:
[email protected] / [email protected]
Include your order number and clear photos of both the affected goods and the packaging they arrived in. We can only guarantee handling for reports made within this window.
3. How your case is handled
Your case is reviewed and handled end to end by our dedicated after-sales team. The appropriate remedy — replacement, credit note or refund — is agreed with you case by case, depending on the nature of the issue.
What counts as damage or defect
Covered: manufacturing defects (for example faulty stitching, holes or stains) and damage that occurred in transit.
Not covered: minor variations in shade or measurement within normal production tolerance, which are characteristic of wholesale garment production, are not defects. Items no longer wanted, or ordered in error, are not grounds for a return.
Duties, taxes and return freight
Orders are shipped on DAP (Delivered At Place) terms: import duties, VAT/GST and customs fees are the responsibility of the buyer and are not refundable by us. Where a return is agreed, the practical arrangements (including freight) are set out as part of your case handling.
