Frequently Asked Questions
At Caramel, we understand that navigating our products and services may sometimes raise questions. That's why we've created this FAQ page as your comprehensive guide to the most common inquiries and concerns. Whether you're a first-time visitor or a loyal customer, this is your resource for quick, informative answers.
Our aim is to provide you with clarity and transparency. We believe that well-informed customers make the best decisions, and this page is designed to do just that.
So, let's get started on your journey to finding the information you need. Explore the sections below to discover answers to questions about ordering, payments, shipping, returns, and more. Thank you for choosing CARAMEL, and we're here to make your experience as smooth and enjoyable as possible.
To purchase on our website, follow these easy steps:
1. Add Items to Your Cart: When you find the garment you wish to purchase, click the "Add to Cart" button.
2. Review Your Cart: To review and finalize your order, click on the shopping bag icon located in the top right corner of the webpage. This will take you to your shopping cart, where you can see all the items you've selected.
3. Proceed to Checkout: Once you've chosen all your desired items, click on the "Checkout" button. This will initiate the checkout process.
4. Secure Checkout: Follow the simple on-screen instructions to complete your order through our secure checkout process. You will typically be prompted to provide your shipping address, payment method, and any applicable discount codes or gift cards.
5. Contact Us for Assistance: If you encounter any difficulties or have questions while placing your order online, please don't hesitate to contact our customer support team. We're here to assist you and ensure a smooth ordering experience.
We aim to make the ordering process as straightforward as possible, and our secure checkout system is designed to protect your personal and payment information. If you need any help or have inquiries at any point during the process, feel free to reach out to us for assistance. Your satisfaction is important to us, and we're here to make your shopping experience enjoyable and hassle-free.
If you prefer not to create an account, you have the option to check out as a guest. This means you can complete your purchase without registering for an account on our website. Simply follow the checkout process, provide the necessary information, and make your payment as a guest user.
However, keep in mind that creating an account can offer benefits such as order history tracking and easier future purchases. Whether you choose to check out as a guest or create an account, we're here to assist you in making your shopping experience convenient and enjoyable.
If you need to make changes to an order that has not yet been dispatched, please don't hesitate to contact our customer service team as soon as possible. We understand that circumstances may arise that require modifications to an order, and we will do our best to assist you. Whether you need to update the shipping address, add or remove items, or make any other adjustments, our customer service representatives will guide you through the process and help ensure your order is accurate and meets your needs. Your satisfaction is our priority, and we are here to provide the assistance you require.
If you wish to cancel an order, we encourage you to contact us as quickly as possible. We will make every effort to prevent the order from being shipped. However, please be aware that once an order has been dispatched, it may not always be possible to cancel it. If your order has already been shipped, you will need to follow our return policy to initiate a return for the goods. Our return policy will provide you with the necessary steps and guidelines for returning items that you no longer wish to keep. We appreciate your understanding and cooperation in these situations and are here to assist you throughout the process.
SHIPPING AND DELIVERIES
Our shippinh fees vary depending on the delivery destination:
· UK mainland - £6.99 | 1 - 3 days | FREE on orders over £250
· Europe - £22 | 3 - 4 days
· United States - £20 | 4 - 6 days | FREE on orders over £250
· Rest of world - £25 | 4 - 6 days | FREE on orders over £250
If there is an issue with your online order, please email us at firstname.lastname@example.org and our customer service department will be happy to assist you.
The time it takes to receive your product can vary depending on several factors. Here's a general overview of the process:
1. Order Placement: If you place your order before 11:00 AM, it will be processed on the same day.
2. Processing Time: However, please keep in mind that the preparation and processing time for your order may vary based on the specific items you've purchased. In most cases, this processing time falls within the range of 1 to 2 working days.
3. Confirmation Email: Once your order is prepared and ready to be dispatched, you will receive a confirmation email.
4. Shipping Time: The actual shipping time will depend on the chosen transporter or shipping method. You can refer to the estimated delivery times provided by the transporters for more precise information.
In summary, while orders placed before 11:00 AM are processed on the same day, the overall time it takes to receive your product can be influenced by the processing time and the shipping method you select. After your order is prepared and dispatched, you can track it using the information provided by the transporter.
We deliver to a wide range of locations, including the UK, Japan, Korea, Europe, the USA, and worldwide. So, wherever you are, we can bring our products to your doorstep.
To change your delivery address, please follow these steps:
1. Log into Your Account: Visit our website and log in to your account if you haven't already.
2. Access Your Account Settings: Once logged in, navigate to your account settings or profile. This is typically found by clicking on your account name or icon at the top of the webpage.
3. Edit Your Address: In your account settings, look for the section related to delivery or shipping addresses. Here, you should see the option to edit or update your address.
4. Make the Necessary Changes: Click on the "Edit" or "Change" button next to your current delivery address. You can then enter the new address details. After entering the new address, make sure to save your changes. This is usually done by clicking a "Save" or "Update" button.
5. Contact Support (If Needed): If you encounter any issues or need assistance, feel free to contact our customer support team email@example.com for further guidance on changing your delivery address.
Please note that it's essential to update your address as soon as possible if you have an upcoming order to avoid any delivery issues.
You can track your order by visiting the "My Account/My Orders" section on our website. In case you've forgotten your password, simply click on the "Forgotten Password" link on the Account page. Afterward, we'll promptly send you a temporary password to your registered email address. Once you receive this temporary password, you can use it to access your account, where you'll have the opportunity to set a new password of your choice. Please note that for your security, we are unable to access your password on your behalf as our database is encrypted. Additionally, you can track the progress of your order by using the tracking number provided in the order dispatch notification email.
We accept a variety of currencies to make your shopping experience more convenient. Here is a list of the currencies we currently accept for payment:
- Åland Islands (EUR €)
- Andorra (EUR €)
- Australia (GBP £)
- Austria (EUR €)
- Belgium (EUR €)
- Canada (GBP £)
- China (GBP £)
- Cyprus (EUR €)
- Czechia (EUR €)
- Denmark (EUR €)
- Estonia (EUR €)
- Finland (EUR €)
- France (EUR €)
- French Guiana (EUR €)
- Germany (EUR €)
- Greece (EUR €)
- Guadeloupe (EUR €)
- Hong Kong SAR (GBP £)
- Ireland (EUR €)
- Israel (GBP £)
- Italy (EUR €)
- Japan (JPY ¥)
- Kosovo (EUR €)
- Kuwait (GBP £)
- Latvia (EUR €)
- Lithuania (EUR €)
- Luxembourg (EUR €)
- Malta (EUR €)
- Martinique (EUR €)
- Mayotte (EUR €)
- Monaco (EUR €)
- Montenegro (EUR €)
- Netherlands (EUR €)
- New Zealand (GBP £)
- Norway (EUR €)
- Poland (EUR €)
- Portugal (EUR €)
- Réunion (EUR €)
- San Marino (EUR €)
- Saudi Arabia (GBP £)
- Slovakia (EUR €)
- Slovenia (EUR €)
- South Korea (KRW ₩)
- Spain (EUR €)
- St. Barthélemy (EUR €)
- St. Martin (EUR €)
- St. Pierre & Miquelon (EUR €)
- Sweden (EUR €)
- Switzerland (EUR €)
- Thailand (GBP £)
- Turkey (EUR €)
- United Arab Emirates (GBP £)
- United Kingdom (GBP £)
- United States (USD $)
- Vatican City (EUR €)
You can select your preferred currency during the checkout process to ensure a smooth and transparent transaction. If you have any questions or need further assistance, please don't hesitate to contact our customer support team.
We offer a variety of payment options to make your shopping experience convenient and secure. Here are the payment methods we currently accept:
1. Credit Card: You can use major credit cards such as Visa, MasterCard, American Express, and Discover to make your purchase.
2. Debit Card: We accept debit cards that are affiliated with major payment networks like Visa and MasterCard. You can use your debit card just like a credit card for online transactions.
3. Apple Pay: If you prefer using Apple Pay, you can make your payment securely and quickly using your Apple device, such as an iPhone, iPad, or Mac.
4. PayPal: PayPal is a widely accepted online payment platform. You can link your bank account or credit card to your PayPal account and use it for a seamless checkout process.
5. UnionPay: We accept UnionPay cards, a popular payment method, especially in Asia. You can use your UnionPay card to complete your purchase.
Please note that the availability of specific payment methods may vary depending on your location and the policies of the business or website you are shopping with. During the checkout process, you will typically have the option to select your preferred payment method, and you can choose the one that suits you best for your purchase. If you have any questions or encounter any issues while making a payment, feel free to contact our customer support team for assistance.
To ensure a secure shopping experience, https://www.caramel-shop.co.uk offers multiple trusted payment options, including credit cards, debit cards, Apple Pay, PayPal, and Union Pay. Rest assured, all your data is safeguarded with SSL encryption. It's important to note that we never retain any of your bank account details. Your payments on our site are completely protected, guaranteeing your security and peace of mind.
RETURNS AND EXCHANGES
We accept returns for products ordered on caramel-shop.co.uk within a period of 14 (fourteen) calendar days following the delivery date, provided the following conditions are met:
1. The product must be returned in its original packaging and accompanied by a copy of the invoice.
2. Please note that due to hygiene reasons, swimwear and earrings are considered final sales and cannot be returned.
3. The item should have its original label attached. Do not remove the label or relevant seal from the purchased product if you intend to return it.
4. The return shipping costs are at your expense.
5. caramel-shop.co.uk will not accept returned products that lack the relevant label or seal, or have been altered from their original condition (e.g., worn or damaged).
6. It is important to emphasize that customers are responsible for sending the goods back, and we cannot be held accountable for parcels that do not reach us.
If you wish to return/exchange an item simply fill out the returns form provided and enclose this form with your items to be returned and send to:
Unit 3.6, Building A (3rd Floor)
Wembley Commercial Centre,
All returns charges have to be paid by the customer.
Once the goods have been received you will receive a confirmation email. Your exchange/refund will then be processed.
If you need any further information, you can contact us by e-mail on firstname.lastname@example.org or by phone on +44 0203 620 5043 Monday to Friday (except bank holidays), between 10.00 am and 5.00 pm (UK time).
The refund for your purchase will be processed through the payment option you originally chose when making the purchase unless an alternative arrangement has been agreed upon or there is a specific obstacle preventing such a refund. It's important to note that when returning only part of an order, the delivery cost will typically not be refunded. This policy ensures that the delivery cost is retained for the items you chose to keep from your order, while the refund pertains to the returned items themselves. Please review the store's refund policy for any additional details or exceptions related to refunds.
We make every effort to process returns promptly, and once your return is processed, we will notify you via email. The credit for your return will be automatically applied to your original method of payment within 3-5 working days. However, during periods of high demand or increased activity, this process may take up to 14 days from the time we receive the returned goods.
If you believe that your return has not been processed or if you have any concerns or inquiries about your return, please don't hesitate to contact us through the provided contact link. Our customer support team will be happy to assist you and address any issues related to your return. Your satisfaction is our priority, and we are here to help ensure a smooth and efficient return process.
We accept returns ordered on caramel-shop.co.uk within 14 (fourteen) calendar days following the delivery date in their original packaging and with a copy of the invoice.
Due to hygiene reasons, swimwear and earrings are final and cannot be returned.
The item must be in its original packaging and with its receipt, the return is at your expense. All Products come with a label attached. Do not remove the label or relevant seal from the purchased products should you wish to return the purchased product.
Should you decide to exercise your right to return purchased products, caramel-shop.co.uk will not accept returned products that are returned without the relevant label or seal or that have been altered from their original status worn or damaged. Please note it is the customers responsibility to send the goods back. We cannot be held accountable for parcels that fail to reach us.
We aim to make the return process as convenient as possible for our customers while ensuring that you have options that suit your preferences. If you have any questions or need further assistance with your return, please refer to the provided resources or contact our customer support team for guidance.
We are committed to keeping you informed throughout the return process. After your return has been processed, you will receive an email notification.
Here's more detailed product and sizing information based on the provided size guide:
For All Clothing for Baby/Boy/Girl:
- 3m: Suitable for infants around 3 months old.
- Chest: 41cm
- Waist: 43cm
- Height: 54cm
- 6m: Ideal for infants approximately 6 months old.
- Chest: 43cm
- Waist: 46cm
- Height: 66cm
- 12m: Designed for babies around 12 months old.
- Chest: 46cm
- Waist: 48cm
- Height: 76cm
- 18m: Suitable for toddlers at around 18 months of age.
- Chest: 48cm
- Waist: 48cm
- Height: 86.5cm
- 2y: Intended for children aged approximately 2 years.
- Chest: 54cm
- Waist: 53cm
- Height: 92cm
- 4y: Ideal for children around 4 years old.
- Chest: 57cm
- Waist: 55cm
- Height: 104cm
- 6y: Designed for children approximately 6 years old.
- Chest: 61cm
- Waist: 58cm
- Height: 116cm
- 8y: Suitable for children aged around 8 years.
- Chest: 66cm
- Waist: 60cm
- Height: 128cm
- 10y: Intended for children at about 10 years of age.
- Chest: 72cm
- Waist: 62cm
- Height: 140cm
- 12y: Ideal for children around 12 years old.
- Chest: 78cm
- Waist: 64cm
- Height: 152cm
- XS - 17/19: Suitable for infants aged 3 months to 6 months.
- S - 20/23: Designed for infants aged 6 months to 18 months.
- M - 24/27: Intended for children aged 2 years to 6 years.
- L - 28/31: Suitable for children aged 8 years to 12 years.
- XL - 32/35: Designed for children aged 12 years.
For Shoes (Continental/British/American):
- The shoe size chart provides Continental, British, and American sizes for children's shoes, starting from size 18 Continental to size 38 Continental.
- Size 6:
- Chest: 80.5 cm
- Waist: 62.5 cm
- Hips: 85 cm
- Size 8:
- Chest: 82 cm
- Waist: 64 cm
- Hips: 88 cm
- Size 10:
- Chest: 88 cm
- Waist: 70 cm
- Hips: 93.5 cm
- Size 12:
- Chest: 93 cm
- Waist: 75 cm
These size guides should help you select the appropriate sizes for clothing, socks/tights, and shoes for both children and women. If you have any further questions or need more specific information about particular products, please feel free to ask, and I'll be happy to assist you.
INSTORE AND CONCESSIONS
You’ll find us at our flagship stores in London and Tokyo, with Paris opening soon, as well as 3 concessions in Harrods, Selfridges and Isetan. Click here to find out more about our stores.
We offer convenient in-store payment options to cater to your preferences. Currently, you can make purchases using the following methods:
- Credit/Debit Cards: We accept major credit and debit cards, providing a secure and efficient way for you to complete your transactions. Feel free to use your Visa, MasterCard, American Express, or other widely accepted cards.
- Cash: For those who prefer traditional payment methods, we gladly accept cash. Please ensure that you have the exact amount or, if needed, our staff will assist in providing change.
We understand that everyone has their preferred way of making payments, and we strive to accommodate your needs. If you have any specific questions about our payment options or if there are any updates to our accepted methods, feel free to ask our friendly in-store staff for assistance.
Every Tuesday and Saturday our Notting Hill store hosts a hairdressing salon. Professional hairdresser Debbie Bateson, calmly trims and styles the hair of even the most unsure of little customers.
PLEASE NOTE: Submitting the form below is not a confirmation or guarantee of your booking. Once we have received your request for an appointment, we will get back in touch with you to confirm availability and your booking. Please email or telephone the team at Notting Hill to find out more.
77 Ledbury Road
Notting HillLondon W11 2AG
T +44 (0)20 7727 0906
MARKETING AND PR
Keeping yourself informed about the latest updates from Caramel Clothing is easy! Here are a few ways to stay in the loop:
1. Subscribe to the Newsletter: Sign up for Caramel Clothing's newsletter on their official website. Subscribers often receive exclusive updates, early access to sales, and notifications about new arrivals. This is a great way to ensure you're among the first to know about any exciting developments.
2. Follow on Social Media: We are active on various social media platforms, such as Instagram Facebook, and Pinterest. Follow us to get real-time updates on new collections, promotions, and behind-the-scenes content.
3. Check the Website: Visit the official Caramel Clothing website. We often post announcements, blog posts, and lookbooks that provide insight into upcoming releases and fashion trends.
After you place your order, you will receive an email confirmation.