Refund policy

Return Policy

We will happily accept returns of unworn, unopened, non-sale item(s) within 30 days of delivery for a store credit or full refund. Due to health and hygiene regulations, CaroQuilla cannot accept the return of worn underwear.

Read below for required steps to initiate eligible returns.

Undies: Due to health regulations we only accept unworn, unopened undies for return, within 30 days of delivery for a refund.  Due to the nature of our product, we cannot offer refunds on any undies that have been removed from the original packaging and unique folding.

Bras, Camis, Legging, Tops, and Shorts   

We understand these need to be tried on once you receive them to ensure they fit correctly. Worn items cannot be accepted.  Any signs of wear (e.g. markings like deodorant) will prevent us from being able to offer a refund. If you wish to return any of these piece(s) for refund within 30 days of delivery, please return in the original packaging and condition you received. Gracias

Mark Downs and "Final Sale" items

All mark-down items are Final Sale. including but not limited to promotional sale events such as: Labour day, Black Friday, Cyber Monday, Boxing Day/Week sales. and Clearance items and will not be deemed returnable.

Returning product back: Customer is responsible for the careful repacking and cost of shipping back to us.  Only after package is received and confirmed as unworn and in new condition, we will issue refund to original form of payment.

We reserve the right to refuse returns that show signs of wear or do not meet the criteria above.

Exchange Policy

Please understand, we are a small business with limited inventory, so we have implemented a policy where we offer a refund or store credit.  We are NOT able to offer exchanges.

Starting A return

To start the process of a return, please email us at returns@caroquilla.com and be sure to include the following:

• The order number, found in your confirmation email. (check your spam folder in you cant find it)

• The email address you used to place the order.

• Item(s) requesting to be returned.

• Reason for return

Note: unfortunately, without an order number, we cannot process a return.

NOTE:

The purchase of a return shipping label is part of the return process, and is the customer’s responsibility to cover this expense.

Upon the return, we will process the item(s) as soon as possible. 

Once the items have been inspected, confirmed as eligible for refund, we will process your refund and notify by email. The refund you will receive is calculated as the total value of the returned items minus the shipping cost/fee. If a discount was applied to the original order, including shipping discount, your refund will reflect the amount paid after the discount, minus the return label shipping fee.

For non-Canadian transactions, refunds are issued at the rate of exchange at the time of the refund and may not be equal to the currency exchange rate at the time of the original transaction.  

All sales are final after the 30 days of delivery.

CaroQuilla Gift cards are NOT eligible for return or refund

Applicable to Canadian and US orders only. No refunds are available for international orders.