Returns & Refund Policy
We offer a 14 day return period from the date that you received your item(s). Please report any damaged items within 24 hours of receiving your order to returns@shopcarnaval.com.
We will pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item etc.).
To return an item, please email returns@shopcarnaval.com with the following information:
- Email subject: Your email subject should contain your purchase reference number (e.g. #1235)
- Email body: Please outline which item(s) need to be returned and why you wish to return them.
Once we have received your email, we will reply promptly to advise you of your next steps in order to make the return process as efficient as possible.
We strongly recommend that you to obtain a 'Proof of Return' receipt from your shipper as we cannot accept liability for returned goods lost in transit. After you post your return, please reply to our response email attaching a clear photograph of your 'Proof of Return' receipt. This will protect you incase your return package is lost in transit.
Please note: Returns must have original packaging, be in perfect/saleable condition (unworn and unmarked) and be accompanied by your packing slip. If an item is deemed to have been used/worn upon inspection, Carnaval retains the right to refuse a refund.
You should expect to receive your refund within 10 days of giving your package to the return shipper. This time period includes the transit time for us to receive your return from the shipper (2 to 7 working days), the time it takes us to process your return once we receive it (1 to 2 working days), and the time it takes your bank to process our refund request (5 to 10 working days).
Warranties:
Our warranty covers manufacturing faults. Our warranty does not cover normal wear and tear of the products, nor does it cover products that are lost or stolen.
The product type determines the length of the warranty. The warranty starts on the date of purchase and continues for the duration listed below:
- 18k Gold-Plated Jewellery: 1 Year
- Stringed Jewellery (Pearls etc.): 1 Year
- Sunglasses: 6 Months
- Handbags & Wallets: 3 Months
Please retain your proof of purchase in order to claim against a warranty.