Refund policy

Returning a purchase

You can request the return of an order for any reason within 14 days after delivery. The return is free of charge for all shipments within Italy and is made by courier, for all other destinations the return is subject to a charge and will be deducted from the refund amount together with the customs fees.

  • First Free Return:
    • Your first return is completely free of charge. We will cover the return shipping costs to make sure your shopping experience is satisfactory from the start.
  • Subsequent Returns:
    • For returns after the first, a return fee equal to the cost of shipping will be charged.


NB: In case of a return, customs fees are the responsibility of the customer.

Before requesting a return, we ask you to read the following conditions carefully and make sure you can meet them in full.

  • Items must be intact, with all tags and/or security seals still attached and complete with any accessories (ex. dust bags) and/or special packaging. Incomplete, used or damaged items will not be accepted.
  • Shoes must be returned unmarked and in their original packaging, the latter must not be damaged as it is an integral part of the product.
  • Socks, underwear and toiletries must be returned with protective hygienic labels and in unopened packaging. The aforementioned items must be tried on wearing their underwear, no returned items that have been worn or soiled will be accepted.
  • You can request a free return for any reason no later than 14 days after delivery of your order and you have a further 14 days to send in the item to be returned.
  • Returns can only be sent from the country where the order was delivered.
  • Items must have been purchased online and not in the Boutique.
  • Items must not have been altered after purchase (e.g. tailoring changes).
  • We reserve the right to refuse unauthorised returns or returns that do not comply with our return conditions. The goods will then be returned to the sender at the original shipping address. In the event that we exceptionally decide to accept a non-compliant return, we also reserve the right to retain part of the refundable amount in order to cover any administrative costs and/or restocking costs for missing parts.
  • Since we cannot authorise or accept returns that do not meet these conditions, if you have any doubts or questions, please do not hesitate to contact us.

The return is free of charge for all shipments within Italy and subject to a charge for all other destinations, it is in any case handled by us through our courier, but if you choose to use a delivery service other than the one indicated by us, the costs will be borne by you and we will not be responsible for any loss or damage to the returned item.


Return procedure
The return procedure is simple: just click here and follow a few simple instructions. In case of any problems, you can always send an e-mail to the following address: resi@carmenboutique.it in which you must indicate the order number, the item to be returned, the reason and any other information.
You will receive an email within 24 hours with instructions on how to return your order free of charge.
Once your return arrives at our logistics office, it will be checked and you will receive a refund of the item price, as described in the Payment and Refunds section.

Shipping your return
After following the instructions in the Return Procedure section, you will receive an email with the instructions listed below:

  • Pack the item you want to return in the original box;
  • Make sure the package is tightly sealed to prevent theft and/or tampering.
  • Print the courier's return label that we have sent you as an attachment to the return request email and stick it on the outside of the package
  • Respect the place and day of collection that we will communicate to you in the e-mail reply to the return request.

Refund times and modalities in Italy
Items you choose to return will be refunded in full. If necessary, by contacting our customer service (supporto@carmenboutique.it), you can request an exchange. As soon as we receive your return (read how to request and send your return), we will check the integrity of the items. We kindly ask you to wait for our confirmation of acceptance by email (verification can take up to 3 working days from the moment of receipt of the return). The refund will be issued as soon as possible after acceptance, directly to the same payment method you used for the purchase and in the same currency. In case of payment by bank transfer or cash on delivery, you will be sent an email requesting your bank details. You should see your account credited within the next 7 days, however please note that these times may vary depending on banking procedures. If you do not see the refund on your account after 14 days after delivery of your return please contact us.

Refund times and modalities outside Italy
The items you choose to return will not be refunded in full, but delivery and customs charges will be deducted for the relevant country. We kindly ask you to wait for our confirmation of acceptance by email (this may take up to 3 working days from receipt of the return). The refund will be issued as soon as possible after acceptance, directly to the same payment method you used for the purchase and in the same currency. In the case of payment by bank transfer or cash on delivery, you will be sent an email requesting your bank details. You should see your account credited within the next 7 days, however please note that these times may vary depending on banking procedures. If you do not see a refund on your account after 14 days after delivery of your return please contact us.