COUNTRIES AND LANGUAGES

The CH Carolina Herrera Online Store is currently available in the United States, Mexico, 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.

CREDIT/DEBIT CARD

We accept VISA, MasterCard, Bancontact Card and AMEX cards.

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To complete the purchase, you will have to provide your card number, the expiry date (MM/YYYY) and the CVV security code. If your card is secured, you will be asked the relevant security codes. The order amount will be charged to your card after clicking on Authorise payment during the last step of the purchasing process.

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

If you are a registered Customer, you can choose to save your card information for future purchases. No data will be stored or manipulated by CH Carolina Herrera. Instead, 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).

Your payment will be processed in real time through this gateway. If the transaction cannot be processed, the order will be automatically cancelled.

PAYPAL

You can also choose to pay through PayPal. This system means you can complete the purchase quickly and securely through your PayPal account, without sharing any financial information with CH Carolina Herrera.

PayPal will deduct the order amount from your card or from your PayPal account. Paypal will then send an immediate payment confirmation to CH Carolina Herrera and your order will be automatically processed.

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 using your Apple ID, Face ID or Touch ID depending on the device.

PAYCONIQ BY BANCONTACT

You can also complete your purchase quickly and securely using Payconiq by Bancontact, whether you're shopping from a computer or directly on your mobile device. If you're shopping from a computer, a QR code will appear on the checkout page. To proceed with the payment, scan the code using your mobile phone with the Payconiq by Bancontact app or any other compatible payment app. Then, simply confirm the transaction on your phone. If you're shopping from a mobile device, you’ll be automatically redirected to the Payconiq by Bancontact app, where you just need to authenticate to securely confirm and complete your payment.

You may receive your order at the address of your choice or at CH Carolina Herrera stores in Belgium (excluding department stores, airports and outlet stores). Delivery address must be in Belgium. For security reasons we do not guarantee delivery to hotels, aparthotels, residences, tourist apartments, transportation agencies, logistic platforms and/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* (Home Delivery and Store Delivery)	Free	4-7 business days from the shipping confirmation
Express** (Home Delivery and Store Delivery)	20 €	1-2 business days from the shipping confirmation

*Please, note that Standard 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.

**Express orders will be dispatched within 24 business hours.

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 may return purchases made on the website or purchases made through the In-Store App in street stores at any CH Carolina Herrera store of your choice in the country where the purchase was made (except points of sale located in department stores, airports and outlet stores). If you prefer, you can also make an online return.

Returned items must be new, in perfect condition and with original labelling. Returns of footwear will not be accepted if the felt pouch and the shoe box are not included, as both elements are considered part of the product. In addition, the shipment must be made using an outer box that protects the shoe box.

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 CH Carolina Herrera.

You should use the original shipping packaging when returning items, red boxes and envelopes included, to ensure that the goods arrive in perfect condition.

Except for any products designated as final sale (including swimwear, underwear and any other item 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 or 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 and In-Store App orders can be requested within 15 calendar days from the home delivery date or from the notification of availability for in-store pickup.

For online returns please follow the steps detailed below:

AS A REGISTERED CUSTOMER

1. Access the Returns section within My Account and request home pick-up or drop-off. The request must be made within 15 calendar days.

2. You will receive an email confirming your return request. You will have an additional 15 calendar days to hand in the items to be returned.

3. Place the items and the Delivery Note inside the original packaging, marking in the Return column the items you wish to return.

4. Drop the package including the prepaid return label at any authorized drop-off location or contact the carrier to schedule a pick-up through their website, within 15 days of the date on which you requested the return on our site.

5. 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

For returns of online orders placed as a guest, or made through the In-Store App, please follow the steps below:

1. Access the My Orders section and enter the order number and the email used for the purchase. Request home pick-up or drop-off return. The request must be made within 15 calendar days.

2. You will receive an email confirming your return request. You will have an additional 15 calendar days to hand in the items to be returned.

3. Place the items and the Delivery Note inside the original packaging, marking in the Return column the items you wish to return.

4. Drop the package including the prepaid return label at any authorized drop-off location or contact the carrier to schedule a pick-up through their website, within 15 days of the date on which you requested the return on our site.

5. 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.

IN-STORE RETURNS

You may return the products purchased through our website at the CH Carolina Herrera store of your choice in the country where the purchase was made (except points of sale located in 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 calendar days of the home delivery date or notification of availability for in-store pickup. Refunds will be made to the same payment method of purchase.

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.