Returns

General policy: if you wish to return an item within 30 calendar days from the date of purchase you can do so in two ways:

1- at any of our shops by presenting proof of purchase that you will receive via email (check your spam folder to make sure you have received it).

2- by sending the items to the following address:

DOÑA CARMEN

DEVOLUCIONES WEB

CESAR LLAMAZARES 33

39011 SANTANDER

 

In case of returning the items to the address above, please indicate your name, order number and telephone number or email, in order to make a reimbursement. This reimbursement will be made in the same way in which the purchase was made. 

The customer will be responsible for the cost of shipping of the returned items, please note that if you decide to return the items to us via “freight collect” we will be authorized to charge you the costs these may incur.

The item must be returned with all accompanying items including: packaging, protective plastic and instructions where applicable.

Products that are not in the same condition in which they were received or which have been used beyond the mere opening of the product will not be reimbursed.

For any item exchange, a new order must be placed. All returns received at our facilities will be reimbursed in the same way in which they were originally purchased within a period not exceeding one week from receipt of the goods.

Please note that all shipments outside the UE may be subject to Import Duty/Tax/VAT.

As we have no control over these charges and cannot predict what they may be, additional charges for customs clearance must be paid by the client. Such charges are not included in the purchase price of Doña Carmen products. We will not be responsible for the payment of any Import Duty /Tax /VAT under any circumstances.

Returns of products for SPECIAL OCASIONS (Christening)

For all articles in the "SPECIAL OCASIONS" collection (dresses, baby rompers, bonnets, knickers, christening towels, bibs), the time limit for their exchange will be limited ONLY AND EXCLUSIVELY, without any kind of exception, to fourteen calendar days following the date of purchase.

Under the terms provided for by law, the right to reimbursement of the amount paid shall only operate within fourteen calendar days from the date in which the order was placed. 

Returns of defective products

In cases in which it is considered that the product does not comply with the provisions of the contract at the time of delivery, you should contact us immediately at info@donacarmen.es providing the product data as well as the damage that suffers and if possible some photography. Each order is meticulously reviewed so claims of defective products will not be addressed when it is appreciated that the garments have been used, manipulated or damaged.

We will proceed to examine the case and will inform you via e-mail within a reasonable period of time whether it is appropriate to return or replace the item (if any).

DOÑA CARMEN will determine the model of collection or shipment of the defective product, so that the customer should not incur costs. We will not assume shipping costs incurred by the customer without prior agreement with Dona Carmen.

Terms and conditions apply for orders within mainland Spain (Spain and Portugal) and Balearic Islands.

Other destinations, Canary Islands and International, no changes are allowed. We will proceed directly to the reimbursement in the same way that payment was made of the returned items in an estimated time and form.