Refund & Return Policy

At Carlodress, we strive to ensure that every purchase meets your expectations in quality, fit, and style. If you are not completely satisfied with your order, we are here to help with a straightforward and fair return process. Please read the following policy carefully before initiating a return or refund request.

1. Eligibility
To be eligible for a return or exchange, the following conditions must be met:
- The item must be returned within 30 days from the date of delivery.
- The item must be unused, unworn, and in its original condition, with all tags and labels attached.
- The item must be returned in its original packaging, including any protective covers or garment bags.
- Proof of purchase, such as the order number or receipt, must be provided.

2. Non-Returnable Items
For health and safety reasons, the following items cannot be returned or exchanged:
- Undergarments, swimwear, and bodysuits (unless defective or damaged upon arrival).
- Items marked as "Final Sale" or purchased during promotional clearance events.
- Items that have been altered, washed, or show signs of wear.

3. Return Process
To initiate a return, please follow these steps:
- Contact our customer service team at carlodress@outlook.com within the 30-day return window. Provide your order number and reason for return.
- Once your return request is approved, you will receive a Return Authorization number and detailed instructions for shipping the item back to our designated return center.
- Please note that returns sent without prior authorization may not be processed.

4. Return Shipping
- Customers are responsible for the cost of return shipping, unless the return is due to a mistake on our part (e.g., wrong item shipped, defective product).
- We recommend using a trackable shipping method and retaining proof of postage, as we cannot be held responsible for items lost in transit.

5. Refund Processing
- Once your returned item is received and inspected, we will notify you of the approval or rejection of your refund.
- Approved refunds will be processed to the original payment method within 7–10 business days. The timing of the refund may vary depending on your bank or payment provider.
- Please note that shipping charges are non-refundable, unless the return is due to an error on our part.

6. Exchanges
- If you wish to exchange an item for a different size or color, please indicate this in your return request, subject to stock availability.
- Exchanges are processed after the returned item is received and inspected. We will ship the replacement item as soon as possible, and you will be notified with updated tracking information.

7. Damaged or Defective Items
If you receive a damaged, defective, or incorrect item, please contact us within 7 days of delivery at carlodress@outlook.com. We will arrange a prepaid return label and process a full refund or replacement at no additional cost to you.

8. Final Sale Items
Items purchased during final sale promotions or marked as "Final Sale" cannot be returned, refunded, or exchanged, unless they are defective.

9. Questions & Support
If you have any questions about our Refund & Return Policy, or need assistance with a return, please contact us at:
Email: carlodress@outlook.com
Customer Service Hours: Monday–Friday, 9:00 AM–6:00 PM (GMT+8)

We value your trust and aim to make your experience with Carlodress as pleasant and seamless as possible. Thank you for shopping with us.