Right of withdrawal
Do you want to exchange or return your purchase? We are here to help!
Exchanges or returns can be made quickly and easily in the following 3 steps:
1. Please send us an email to info@carezema.com with the reason for the return and the products you wish to exchange or return.
2. Please return the package to us within 14 days of receipt by the carrier of your choice.
3. Once received at our warehouse, we will process your return as quickly as possible. Our returns department will keep you informed by email.
Frequently asked questions
- Is the return free?
Return shipping costs are your responsibility and depend on the courier company and the country from which you are returning the package. Please note that the return must be made to Asia and therefore costs may be higher.
- What are the repayment terms?
Our returns policy ensures that you can return your order within 14 days of receiving it without having to state any reason.
Products must be returned unworn, unwashed and must still have tags attached, suitable for resale.
- How long does it take to exchange a product?
If you indicate that you want to exchange a product when registering the return, we will do so immediately. This way we can ensure that your exchange is completed within a few days.
- What can I do if my replacement product is no longer available?
Ask customer service about your options. We will let you know when we expect to be able to deliver the product. If you have already returned and the product is out of stock, we will contact you and work with you to find a solution.
- Where can I find my order number to register my return?
You will find your order number in the confirmation email you received after placing your order. It is a five-digit code. If you have not received this email successfully, our customer service will be happy to assist you.
- What should I do if a product is defective or damaged?
Unfortunately, it sometimes happens that a product is damaged during shipping or production. Of course, we will be happy to clarify this with you. Send a message to info@astrid-mode.de with a photo of the complaint. Our customer service team will work with you as quickly as possible to find a solution.
- What should I do if I want to return my order outside the return period?
Remember to send your return within 14 days before the return deadline. In the unlikely event that this does not work, we offer you the option of exchanging the product for a replacement item or a voucher. Ask our customer service team about your options.
- How long does a refund take?
We do our best to process returns as quickly as possible. Once we have received your return at our warehouse, we will process it within 10 business days. You can see when your package arrived at our warehouse in the tracking information you receive with your return. From that moment the 10 business days begin. Once the refund has been made, you will receive a notification about it. Please note that it may take up to 3 days for the refund to appear in your account.
