Exchange and Return Policy with comfort Guarantee

(applicable for Canadian and US orders only)

We want you to love your CaroQuilla Undies.  

Buying anything online is challenging and undies are no exception.  So we understand that you need options. We have made our Comfort Guarantee to give you those options.

The CaroQuilla comfort guarantee is designed to give you complete peace of mind when purchasing your CaroQuilla undies for the first time. We are so confident you'll love the comfort and fit at CaroQuilla that we will gladly refund the purchase price of the first undie if you're not 100% satisfied within 30 days of receiving your purchase.

Because of hygiene concerns associated with underwear, returned undies cannot be resold.  They have to go into the landfill.  And while ours are Bamboo and biodegrade far quicker than synthetics, they still add to an already big problem.  So we need to act responsibly.  Here’s our solution:

Try your First Pair of CaroQuilla undies worry free.  If you don’t like the fit, return them or exchange them no problem.  

After that first returned pair, then we require that any returns or exchanges only be for unworn items with tags still attached within 30 days of receiving your purchase.

Step one.  Email us at customerservice@caroquilla.com with: Order Number, Item description, your request (return or exchange) and reason for return.

Step two (Canadain Orders). Once verified and approved, we will send you an email with a confirmation and a free prepaid shipping label.  Ship the parcel back to us within 7 days of receiving the approval.

Step two (USA Orders). Once verified and approved, we will send you an email with a confirmation.  You will be required to ship the items back to us within 14 days of receiving the approval.


Step three. When we receive the returned parcel, we will inspect the contents and verify the goods meet the conditions of the Comfort Guarantee.  Then we will either issue a refund or send you a replacement depending on your request.  In the case of sending you replacements, we will match the shipping method used in the initial order. (I.e. If you received your order with free shipping, we will cover the shipping cost.  If you paid shipping charge, that amount will be required to ship your replacements

Conditions

  • The comfort Guarantee only applies to your first purchased single underwear. 
  • Additional items that are tried on, worn or washed are not covered by the comfort guarantee. This guarantee only applies to the comfort of the product.
  • In order to claim under this guarantee you must notify us within 30 days from the date of delivery.
  • The product must be used in accordance with the care instructions provided with your product.
  • For returns, shipping fees will not be covered under the comfort guarantee.
  • For exchanges, shipping charges to send you your replacement undies will match the fees paid with the original purchase. E.g. If your original purchase qualified for free shipping, then we will cover the shipping cost to send you the replacement.  If you were charged $10 for shipping with the original order, we will charge $10 to ship the replacement.
  • The guarantee does not affect your right to a replacement or refund relating manufacturing faults with other product purchased from CaroQuilla.com


EXCHANGE and RETURN QUESTIONS

I’ve already submitted my order, but I need to make a change! What should I do? Is it too late?

We process our orders quickly so you can get your undies quickly. However we will do our best to accommodate any requests you may have. The best way to adjust or cancel an order is to email customerservice@CaroQuilla.com with full details of your request.  If possible, please ensure to include a phone number that you can be reached on if customer service needs to ask you a question.

Is it easy to exchange unworn items?

Completely. Once you notify us of the request to exchange, we will email you with details.  In Canada, we will send you a prepaid shipping label to use to send them back.  In the USA, send your item(s) back with your preferred shipping method.  Once received by our warehouse, we’ll send you your replacements 

If I return an item, how soon will I receive my refund or store credit?

As soon as our team receives your return and verifies that it qualifies, you’ll get your store refund within 10 business days. Your refund will be issued to your original payment method, minus the shipping costs.

I have more questions?

We are here for you. Please email us at info@CaroQuilla.com