COUNTRIES AND LANGUAGES

The CH Carolina Herrera Online Store is currently available in the United States, Mexico, Chile, Spain, Portugal, the United Kingdom, France, Germany, Italy, Belgium, the Netherlands, Austria, Ireland, Greece, Sweden, Finland, Denmark, Poland, Monaco, Luxembourg, Colombia and Arab Emirates.

 

You may choose to browse in English or Spanish depending on your location.

ORDER CONFIRMATION

After finalizing the purchase, a page will appear with all your order information. A confirmation email will also be sent within 24 hours to the email address that you have provided. Please note that clicking the Authorise payment button does not mean that your order has been accepted and the purchase completed. All orders are subject to acceptance by us, and we will confirm such acceptance to you by sending a second email that confirms that the items have been dispatched and which contains the courier tracking number. Should this fail to occur, please contact customer service for further assistance.

ORDER TRACKING

If you have placed orders as a registered customer, you can access all order and courier tracking information via the My Orders section in My Account, aside from receiving updates on your order by email.

 

If you purchased as a guest, you will receive updates on the status of your order by email.

ORDER CANCELLATION

You may request the cancellation of your order by contacting customer service. Provided that the order has not been shipped or dispatched, we will do our best to satisfy your needs, but changing or cancelling the order cannot be guaranteed.

PACKAGING

The CH Carolina Herrera online store sends your items packed in its iconic red boxes packaging. Packaging for orders with products on sale will not include red boxes and envelopes. We reserve the right to include within your order as many boxes and envelopes as considered appropriate at our sole discretion.

 

Please note that for individual wrapping, the items must be ordered separately.

DEDICATED CARD

In addition we offer you the possibility to accompany each order with a personalized card. To do this, you must mark the Include Dedicated Card box during the purchasing process. It is not necessary to include your signature in the body of the message, since for that purpose we will use the data you enter in the From field.

ALTERATIONS POLICY

CH Carolina Herrera offers an alterations service by presenting the Delivery Note at its physical stores (except department stores, airports and outlet stores), where the relevant in-store alteration policy applies.

PRODUCT AVAILABILITY

The items published in the online store are available for sale. If we expect an item to be back in stock soon, a notification option may be available. By subscribing to it you will receive an email as soon as the item becomes available.

QUALITY

All our products are subject to strict quality controls to guarantee an excellent shopping experience. If an item does not meet your expectations or does not correspond to the one you requested, please contact customer service.

 

You will receive the same item shown in the online store images. However, there may be small differences in the finishing of handcrafted products, as well as in personalized items.

PRICE POLICY

CH Carolina Herrera items display the same prices regardless of the channel, unless specific promotions apply. If there is a price difference between those found online and in our physical stores, the correct price will be shown at the time of purchase.

 

Please keep in mind we do not adjust prices for items whose original prices may have been reduced.

PASSWORD RECOVERY

In case you do not remember your log in password, you may restore it following the steps provided in the log in section. You will receive an email detailing how to obtain your new password.

SUBSCRIPTIONS

You may subscribe to the different Carolina Herrera newsletters via the corresponding link at the bottom of the page. If you wish to cancel your subscription, you may do so via the following link.

TAX FREE

If you are entitled to a VAT refund, you can request the relevant documentation through our Customer Service or at one of our CH Carolina Herrera stores in Spain.

CREDIT/DEBIT CARD

Payment can be made with credit or debit cards issued by an entity with registered office in Spain. The following cards are accepted: VISA, MasterCard and AMEX.

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To complete the checkout process you must indicate the card number, the expiry date (in MM/YYYY format) and the CVV security code. If your card is secured, you will be asked for the relevant security codes. The order amount will be charged to your card after clicking on the "Authorise payment" button in the last step of the purchase process.

Purchases made through our In-Store App at El Corte Inglés, you may pay with the payment methods available at El Corte Inglés

The entire process is performed in an encrypted environment that guarantees exclusive communication with the bank. No data will be stored or manipulated by CH Carolina Herrera, but will be processed directly through the payment gateway of the corresponding financial institution. For greater security, we will use a Secure Electronic Commerce Authentication Service; a system established by Visa/MasterCard/Eurocard/AMEX, through which the Customer is authenticated with their issuing bank and the transaction is authenticated with the acquiring bank.

If you are a registered Customer, you may store the cards that you use regularly for your purchases. No data will be stored or manipulated by CH Carolina Herrera, rather an internal identifier will be generated to facilitate future payments with the card’s issuing bank. In order to guarantee transaction confidentiality and integrity, all transactions will be carried out using the Secure Socket Layer protocol (SSL) with 128-bit security codes.

Payment will be carried out in real time through this payment gateway. In case payment cannot be correctly carried out, the order will be automatically cancelled.

PAYPAL

Payment can also be made through PayPal. Through this system you can pay quickly and securely with your PayPal account, without sharing any financial information with CH Carolina Herrera. The online payment transaction is made through the intermediary PayPal with a secure server, based on the SSL standard and guaranteeing total data confidentiality. PayPal automatically encrypts confidential data and allows you to pay directly without communicating financial data online.

If you have created a payment agreement with PayPal by marking the "Remember PayPal data" box and you want to cancel the agreement, you can do so from your PayPal account.

When the transaction is carried out, PayPal charges the specified amount to the buyer's card or PayPal account and immediately sends confirmation of payment to CH Carolina Herrera company, which will automatically proceed to ship the product.

APPLE PAY

If you make your purchase from an Apple device, you can pay with Apple Pay. Simply select this payment method and confirm the purchase by double-clicking the side button on your device. Then confirm the operation using Face ID, Touch ID or your passcode, depending on the version of your iPhone or iPad.

For purchases made through the website or In-Store App at our street stores, you may receive your order at the address of your choice or at CH Carolina Herrera stores in Spain (excluding department stores, airports and outlet stores).

For purchases made through our In-Store App at corners at El Corte Inglés, you may receive your order at the address of your choice or at CH Carolina Herrera corners at El Corte Inglés.

Delivery address must be in Spain. Please note that the delivery service will not be available for shipments to PO boxes, hotels, hotel apartments, residential complexes, tourist apartments, logistics platforms or similar.

You will be shown the available shipping methods for the delivery address introduced during checkout. You will pay all shipping and handling charges specified during the ordering process.

Shipping costs are as follows:

SHIPPING TYPE	COST	SHIPPING TIME*
Standard Store Delivery	Free	2-4 business days from the shipping confirmation
Standard Home Delivery	Free	2-4 business days from the shipping confirmation

* Orders may take between 48 and 72h to be prepared in our facilities. This date, as well as the delivery date, are estimates only and cannot be guaranteed.

We will keep you up to date on the status of your order by sending you automatic notifications. In the event of a failure in any of these automatic messages, you may always consult the status of your order by accessing the website.

If you choose the pick-up in store option, you must provide the order confirmation email or SMS you received from us, along with a personal identification document. In the case that you designate a third party for the pick-up, we will require the order confirmation email, a copy of the buyer´s personal identification document and a signed authorization.

If you have any queries about the status of your order, any failure to deliver, a delivery exceeding 10 calendar days from the shipment date or any discrepancy between ordered and delivered items should be promptly reported to our customer service by emailing us at customers@chcarolinaherrera.com or calling us toll free at

Returns at CH Carolina Herrera are free of charge.

You can make the return of purchases made on the website or in the In-Store App in street stores in any of the CH Carolina Herrera stores in Spain (except points of sale located in El Corte Inglés, airports and outlet stores).

Returns of items purchased at El Corte Inglés can only be returned at CH Carolina Herrera Shop-in-Shops at El Corte Inglés.

Returned items must be new, in perfect condition and with original labelling. Footwear without the shoe box and felt cover won´t be accepted as both are considered part of the product.

We do not accept returns of items that appear to have been worn, washed, altered or damaged due to improper use. Also, we do not accept returns of underwear and any other product defined as final sale by Carolina Herrera.

You must use the original shipping packaging when returning items, red boxes and envelopes included. In this way the goods will arrive in their original condition.

Except for any products designated as final sale (swimwear and underwear), and at the discretion of CH Carolina Herrera, we will accept returns, as described above, for a refund of the purchase price, less the original shipping and handling costs.

In the case you must use a different courier than the one offered by us, request more than one return for the same order, you are responsible for all shipping and handling charges on returned items. Please inform customer service of the associated tracking number at all times.

ONLINE RETURNS

Returns of online orders can be requested on the website within 30 calendar days from the order confirmation date ("Date") that appears on your purchase receipt ("Delivery Note").

Please, follow the steps detailed below:

AS A REGISTERED CUSTOMER

1. Mark the items you wish to return in the Return column of the Delivery Note received with your order.

2. Access the My Orders section in My Account and request the return. Select the items, quantity and return reason. You will receive an email confirming your return request.

3. Deliver the package perfectly closed to the transport agent, keeping the original packaging. The transport agency may contact you to coordinate the day and time of collection of the items.

4. Once your return has been received and reviewed, we will issue a refund using the same payment method. Please note that refunds can take up to 15 working days from the date of our return confirmation email.

AS A GUEST AND IN-STORE APP

For online returns made as a guest or In-Store App, please follow the steps detailed below:

1. Mark the items you wish to return in the Return column of the Delivery Note received with your order.

2. Access the My Orders section and enter the order number and the email used for the purchase or, alternatively, you may follow the link in the confirmation email received when placing the order. Select the items, quantity and return reason. You will receive an email confirming your return request.

3. Deliver the package perfectly closed to the transport agent, keeping the original packaging. The transport agency may contact you to coordinate the day and time of collection of the items.

4. Once your return has been received and reviewed, we will issue a refund using the same payment method. Please note that refunds can take up to 15 working days from the date of our return confirmation email.

RETURNS IN STORE

You may return the products purchased through our or website or In-Store App at the CH Carolina Herrera store of your choosing in the Spain (except department stores, airports and outlet stores), by providing the delivery note received with the order. You must return the products at the store within 30 days of the order delivery date. Refunds will be made to the same payment method of purchase.

Returns of items purchased at El Corte Inglés can only be carried out at CH Carolina Herrera Shop-in-Shops at El Corte Inglés by presenting the delivery note and sales receipt.

The CH Carolina Herrera online store sends your items packed in its iconic red boxes packaging. Packaging for orders with products on sale will not include red boxes and envelopes. We reserve the right to include within your order as many boxes and envelopes as considered appropriate at our sole discretion.

Please note that for individual wrapping, the items must be ordered separately.

DEDICATED CARD

In addition we offer you the possibility to accompany each order with a personalized card. To do this, you must mark the Include Dedicated Card box during the purchasing process. It is not necessary to include your signature in the body of the message, since for that purpose we will use the data you enter in the From field.