After reading good customer reviews reposted by the brand on their Instagram page, I was excited to place an order with them. Upon opening the package, I noticed a fist-size water mark on the top. I took some photos and contacted the seller immediately. It took them three days to get back to me and they asked me to send it back. I posted it back the next day and two weeks later, I received an email saying a store credit has been issued and the original postage has been deducted. I was shocked to read their response. Instead of issuing me a full refund and reimbursing my return postage for a faulty item, they deducted the original postage and only to issue a store credit which I am unlikely to use because of this experience. I emailed them back asking for a refund to my bank, but they referred me to their returns policy which states 'No Refunds on sale items'.
Going through their returns policy, I cannot believe what I am reading. I have been shopping online for a few years. I might not be an expert on consumer rights but I do know some basic rules.
1. According to law, online sellers have to offer a minimum of 14 day return period and it starts from the day you receive your parcel. As long as you POST it back within 14 days, you are in your rights for a refund. Caramella asks the return to be RECEIVED by them in 7 days. Complete nonsense.
2. Sale items or swimwear are treated the same as full-price items and of course you can return them for a REFUND. Caramella's returns policy: STRICTLY NO REFUND on sale items or swimwear'. I just can't believe they are so convinced by their made-up rules. I saw an outfit on their website as soon as the release was announced but it was in the SALE already? Selling something for 拢45 in the sale and the full price was 拢50 so they can refuse to refund SALE items.
3. Refund has to be issued when the seller receives the return and store credit can only be issued with the customer's consent. Caramella claims all their pre-order items can only be issued with a credit note while I have seen the same items listed on other websites as ready-to-wear.
4. If you change your mind, you can let the seller know that you want to cancel the order within 14 days and you have another 14 days to return it. Caramella forbids cancellation on all orders.
5. If an item arrives faulty, the seller needs to reimburse the return postage and a full refund to the customer.
I replied to Caramella asking for a full refund instead of the store credit and reimbursement of the return postage. I even showed them the section of customer rights act regarding refunds (there are online links on Which.co.uk) but they kept asking me to refer to their Returns Policy and refused to refund me. Two weeks on, I am still yet to receive my refund and return postage. I have contacted Citizens Advice and they confirmed that I am in my rights for a full refund and what Caramella is doing is unlawful. They will take this matter further with Trading Standard.
I can't believe a company who ignores the laws and regulations and operates in their own rules can still exist. When I see they show off piles of orders going out, I am thinking how many people's hard-earned money they are taking away.
DO NOT BUY FROM THEM. There wasn't any trust pilot reviews available when I placed the order but hopefully my review will give potential buyers an insight to this company so they won鈥檛 be out of pocket.