How do I contact customer services?
If you would like to contact the customer services team you can contact us on the
following:
Tel: + 44 (0) 207 351 8857
Fax: +44 (0) 207 351 7207
Or email us at: shop@caramel-shop.co.uk
Can I shop on Caramel-shop.co.uk from abroad?
Caramel-shop.co.uk ships internationally using Fedex and Royal Mail UK for delivery
within the UK. The shipping rates are as follows:
| Zones | Shipping Costs |
| United Kingdom | £6.50 |
| Europe | £15.00 |
| USA & Canada | £15.00 |
| Rest of World | £20.00 |
Please note, these charges are per order and may vary according to the weight or size
of your purchase.
I've forgotten my password
If you have forgotten your password, click on the 'Forgot your password' link in the
Account section. Type your email address into the box as required and we will send
you a new password directly into your email inbox.
How do I know what size will fit?
We design all our clothes to the standard childs measurements, and have displayed a size
guide on every product page in order to assist you.
If the item does not fit you can always return it or exchange it for a different size. Please check our returns policy in order to ensure you return items correctly.
What happens if the item is out of stock?
Occasionally it may happen that an item you have purchased is out of stock, either due to another customer purchasing it at the same time, or discrepancies in our warehouse. If this situation occurs we will let you know via email immediately and refund you for this item.
Do I need to set up an account to make a purchase?
You do not have to register in order to purchase items on Caramel-shop.co.uk. once you are ready to checkout, simply tick the check out as guest option and you can proceed to check out.
The advantages of registering your details with us is that you have easy access to your order history and a fast and easy check out for future purchases.
Can I track my order?
When we process your order, we will write the Fedex tracking number on your receipt which you will receive via email once your items have been dispatched. You can then track your parcel by visiting www.fedex.com . If you would like to track your parcal within the UK, please email us at shop@caramel-shop.co.uk and we will send you the tracking number, then visit www.royalmail.com and input your details.
Will I have to pay taxes and duties outside the UK?
If your order is to be dispatched to a destination outside the European Union, you will be responsible for any customs or import duties levied once the package reaches your destination country. We have no control over such charges and cannot predict them.
What do I do if I want to return an item?
If you wish to return an item, please follow our returns procedure.
You may return products purchased from www.caramel-shop.co.uk within 7 working days of receipt of the items. In order to return your item, you must email shop@caramel-shop.co.uk to notify us that you want to return the item, quoting your name and order reference number. We will provide you with a return authorisation code (RAC) via email.
Please write the RAC on your invoice and return it with your item.
Any items returned without a valid RAC and/or invoice will not be accepted.
All items must be returned in new, unworn and unused condition. Caramel baby&child will not accept returns of non-faulty items that have been worn, used and/or garment tags removed. In such cases, the item will be returned to the customer.
Please ensure that the item is posted back in appropriate packaging to ensure the items do not get damaged in the post. We advise that you use a signed for service to return the item as we are not able to refund for any orders which get lost in the post.
Once the item has been approved for returning, we will credit the original purchaser’s card for the sum paid minus postage costs. Please note that postage costs will apply for exchanges.
All refunds and exchanges for goods purchased via our website or by telephone must only be made through our website. Goods purchased via our website or by telephone may not be returned to any of our shops under any circumstances.
Please send all returns to:
Web returns
Caramel Baby & Child
41 Paradise Walk
London
SW3 4JL
Can I return sale items?
All sale items purchased must be returned to us within 7 days of receiving the RAC number.