Refund & Return Policy

1. Returns and Refunds

Most items purchased from Carlyna are eligible for a return and refund within 31 days of receiving your order, provided they meet all applicable return requirements listed below.

2. Eligible Items for Return

Standard-Sized Dresses (Excluding Final Sale) & Most Accessories

  • Items must be unworn, unwashed, unaltered, and in original condition with intact tags.

  • Items showing signs of wear, alterations, or missing tags will not be accepted for return.

  • Unauthorized returns or items not purchased from Carlyna will not be replaced, refunded, or compensated in any way.

3. Right to Refuse Returns

Carlyna reserves the right to define, limit, or refuse returns for reasons including but not limited to:

  • Items returned in unacceptable condition (worn, altered, washed, or damaged).
  • Defective items not reported within 48 hours of receipt.
  • Returns made without prior notification to Carlyna.
  • Irregular or excessive return history suggesting potential fraud.
  • Bulk ordering of multiple sizes or styles of the same item.

Please note: Carlyna is not responsible for:

  • Returns lost or damaged in transit. Keep receipts and tracking information.
  • Damage caused by misuse, mishandling, or improper maintenance.

4. Non-Returnable Items

  • Final Sale items, custom size dresses, altered items.
  • Swatches, fabric by-the-yard, garment bags.
  • Any item marked as “Final Sale” on the product page.

5. How to Return an Item

  1. Submit a return request via email within 31 days of receiving your order. Late requests cannot be processed.
  2. For defective items, submit a request within 48 hours and include photos of the damage/defect. Requests without photos may be denied.
  3. All returned items must be unwashed, unaltered, undamaged, clean, and include original tags and packaging.
  4. Customers are responsible for return shipping costs. For free-shipping orders, a 10% restocking fee per refunded item applies. Prepaid shipping labels are not provided.

Return Process

  • Contact us to obtain the return address.
  • Include the following with your package: order number/email/full name. Missing information may delay or prevent refunds. Please write the value same as the one we given on the express bill.
  • Ensure the returned items are inspected; refunds will be processed within 3–5 business days of inspection.
  • If items are not in acceptable condition, Carlyna reserves the right to deny a refund.
  • Refunds will be credited to your account within 2 business days, subject to your bank’s processing time.

6. Return Shipping

  • Return shipping costs are paid directly to the carrier by you.
  • For free-shipping orders, a 10% restocking fee per refunded item will be applied.
  • Customers are responsible for ensuring the safe delivery of the return.

7. Exchanges

  • Carlyna does not offer exchanges at this time.
  • Many items are made-to-order, so if you need a different item, a return must be processed first (if eligible), and a new order must be placed.

8. Defective Items

  • Report defective items within 48 hours of receipt and provide photos of the defect.
  • Items damaged due to improper care, handling, or incorrect sizing are not eligible for return.
  • Differences in color due to photography, lighting, or monitor settings, and variations in patterns, are not considered defects. Customers wishing to return such items must pay return shipping.

9. Cancellation Policy

We understand how important your special occasion order is. Please note that Carlyna dresses are made to order and production begins immediately after payment.

  • Unpaid orders: No action needed; they will not be processed.
  • Within 24 hours of payment: Full refund eligible.
  • 24–72 hours: Partial refund (70% of dress price + full shipping).
  • 72–120 hours: Partial refund (50% of dress price + full shipping).
  • After 120 hours: Refund of shipping only.
  • Once the order is shipped: Cannot be canceled.

To cancel, email service@carlyna.com with your order number and contact info. Refund eligibility is based on the time the cancellation email is received.

Order changes:

  • Reply to your order confirmation email within 24 hours for free changes.
  • Changes after production begins may incur additional fees for labor and materials.

10. Contact Us