Return Policy

Returns or Exchanges
If you received your order and you are not satisfied with the item, you may request an exchange or refund within 15 business days of receiving your order.

We accept returns or exchanges in the following cases:

  • You did not like the item or the item does not fit this size.
  • The item is damaged or defective.
  • The item is not the model/color/size you ordered according to your order confirmation.
  • The item must be unworn and in the same condition in which you received it.
  • The item must also be in the original packaging.
  • Any item that is not in its original condition, is damaged or missing parts for reasons not due to our error will not be eligible for return.


Procedure for requesting an exchange or return
Send an email to info@casacaracolstore.com indicating the product, order number and indicate the reason for which you want to make an exchange or return. Attach a photograph of the product showing the damage or error if applicable.
You will receive an email with instructions to follow to send it back to us.
Any request for exchange or return must be made within 15 business days from the date it was delivered to you.


Refund or Exchange
Once your return is received we will send you an email notifying you that we have received the returned item. We will also notify you of the approval or rejection of your return request. Once approved, you can choose to receive either a coupon or a credit:

COUPON: A coupon worth the value of your purchase for you to use in our online store to purchase another product of your choice. This coupon will be emailed to you at the address you indicated on your purchase.

REFUND: We will credit (refund) your credit card or original means of payment for the value of the amount you have paid for your purchase, within a certain amount of days depending on your bank and the payment processing company, usually between 3 to 5 days. We will send you an email when we have processed this refund.

Late Refunds (where applicable)
If after 15 business days since we confirmed that we have processed the refund, you still have not received the credit to your account or payment method, please recheck your bank account, if the credit is not there please contact your credit card company and your bank as they often require processing time to apply refunds, which is not up to us. If you have done all this and still have not received your refund, please contact us at info@casacaracolstore.com and we will be happy to help you by making a claim on our behalf.