Refund policy

Returns
Our policy lasts 14 days from the day you receive your order. Please contact us at hello@ruacarlota.com within 14 days of receipt of goods explaining the reason for the return.

If 14 days have gone by since receipt of your purchase, unfortunately we can’t offer you a refund or exchange. 

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. 

We don't accept returns, refunds or exchanges on SALE items or Gift Cards, or on orders that have been returned to us due to unpaid import fees.

Made-to-order items : we do not offer returns, exchanges or cancellations on made-to-order items.

Once your return is received and inspected, we will send you an email to notify you of the approval or rejection of your refund. Should your refund be approved, the refund will be issued immediately to the original method of payment - you will receive notification via email once the refund has been initiated. If your refund request is rejected, we will contact you to explain why and you may incur the cost of re-shipment back to you.

Late or missing refunds
Please ensure you check the account associated with the original payment method. It may take several working days for the refund to be processed and to appear in your account after it has been issued at our end.
If you don't see the refund after 14 working days, we advise that you contact your credit card company - they may be experiencing delays in processing.
If you still require help, please contact us at hello@ruacarlota.com

Shipping
Please return items to the return address located on your parcel.

We strongly recommend using a trackable shipping service, or purchasing shipping insurance. We are not responsible for items lost on their way back to us.
You are responsible for all costs associated with returning your item. All shipping costs are non-refundable - this includes the cost Rua Carlota incurred to dispatch your parcel. If you receive a refund, the original shipping cost you paid will be deducted from the total amount.