Exchanges and returns
Returns
You have 30 calendar days from the date of purchase to make a return. For any size change you have to make a new purchase with the size you need
The simplest option is always to go to any of our stores presenting the informative email with the details of the order that will arrive to you by email (check your spam folder to make sure you receive it).
If you do not have a store nearby and your order is peninsular, you can process the return through SEUR by taking it to one of their Pick Up points, where they will be in charge of managing it for you.
- From mobile: scan the QR code and follow the indicated steps.
- From a computer: Go directly to the following link.
👉 https://www.seur.com/devoluciones/pages/devolucionInicio.do?id=ab03e8d3-7aec-4096-bc18-8108a18b9061
Steps to follow:
· Access the link and complete the form.
· Under Shipping ID, enter your order number
(you will find it in the purchase confirmation email).
· Please indicate 1kg as the shipping weight.
· Enter your zip code and click on Check points.
· Select yourknit Pick Up.
· Fill in your personal details and click Continue.
· In the Summary tab, review the data and accept the privacy policy and conditions of SEUR S.A.
· Click on Confirm.
· The cost of managing the return is €3.95, which will be deducted from the amount to be refunded. Once we receive the item and process the return, we will send you a confirmation email.
· The refund will be made by the same payment method within approximately 7 days from receipt.
Finally, if you want to send us the merchandise by your own means You can send the items to the following address:
DOÑA CARMEN
WEB RETURNS
CESAR LLAMAZARES 33
39011 SANTANDER
Indicating name, order number and telephone or email, in order to make the payment. This payment will be made in the same way in which the purchase was made.
The customer will be responsible for the cost of shipping the returned items, please note that if you decide to return the items to us postage collect we will be authorized to charge you for any costs we may incur.
The return of the item must be made with all the accompanying elements, including packaging, protective plastics and instructions, if applicable.
Products that are not in the same conditions in which you received them or that have been used beyond simply opening the product will not be returned.
Product returns for christening
In all articles of the "COLLECTION christening AND CEREMONY" (skirts, rompers, hoods, panties, baptism towels, jesusins and bibs), the period for their exchange will be limited SOLELY AND EXCLUSIVELY, without any type of exception, to fourteen calendar days following the date of purchase.
Under the terms provided by law, the right to reimbursement of what was paid will only operate within fourteen calendar days following the date of the order placed.
Returns of defective products
In cases where it is considered that the product does not comply with what is stipulated in the contract at the time of delivery, you must contact us immediately at info@donacarmen.es providing the product data as well as the damage it suffers, the original packaging and a photograph. Each order is carefully reviewed, so claims for defective products will not be entertained when it appears that the garments have been used, manipulated or damaged.
We will proceed to examine the case and inform you by e-mail within a reasonable period of time whether it should be returned or replaced (if applicable).
DOÑA CARMEN will be the one who determines the collection or shipping model for the defective product, so that the client does not have to incur any costs. We will not assume shipping costs incurred by the customer without prior agreement with Doña Carmen.
Terms and conditions for orders within Spain (Except Ceuta, Melilla and the Canary Islands), Portugal (except Islands) and the Balearic Islands.
Store purchase returns
If you need to make any exchange or return, you have 30 days from the purchase date. To do this, you have to present us the purchase receipt or the gift receipt.
We will exchange it for another item or if you prefer, we will give you a voucher without expiration (except tare). Try not to lose it because it is essential to present it for exchange.