FAQs

For any other questions, feel free to reach out to our team at atcontact@camelliaheirloom.com

What is the return policy?

If for any reason you regret your purchase and wish to return it, we will offer a full refund (minus shippingcosts). For thisto take place you have to return the item/s to us within 15 days of you receiving your item/s according to thetracking. 

The item/s you are returning will be refunded in a voucher as long as it/they meet/s the followingconditions: 

1. That we receive it in perfect condition.
2.All original labels and tags are attached
3. It shows ZERO signs of wear
4. It has not been washed.

All items are subiect to inspection upon return, if an item has been worn, used. or altered in any way, it isineligible for return, exchange, or refund.

Youl must send the products you are returning back to us within 5 days since your parcel arrived to yourdelivery address, no exceptions, Although you have 15 davs to send it back, we would appreciate if youinfor'm us as soon as possible that you will be returning a package by emailing atcontact@camelliaheirloom.com with your order number/reason for return.

Can I return an item I bought?

We offer easy returns! If you're not completely happy with your order, you have 15 days to return it.

We will need to receive the item back in our warehouse by day 15. This applies to international orders as well.

Customized items, holiday items, items with 20% discount or more, items that are part of a seasonal sale are final sale and won't be exchanged or refunded. No exceptions!

Please note that we are not liable for postage costs for either delivery or returns.

This means that the shipping cost will not be refunded. Nor do we provide shipping labels for returns. Werecommend choosing a return method that includes tracking.

When returning a package please ensure to complete yourcustoms return form selecting "Return items", as we won't accept responsibility for taking parcels chargedby customs Duty or import TAx, This means your return item/s will be sent back to you by default due to usnot colecting them nor paving import Duties, and conseauently you won't receive a rehmndWe strongly recommend you retun item/s via a trackable delivery service, as we cannot and wil not accentresponsibility for any lost or damaged items.

EXCEPTIONS to the refund poliey stated above

Refunds for items not collected

If you do not collect your package on time or provide the correct address for your local post to deliver it andthe package is returned to us we WlLL discount the exact shipping amount we paid for from your refund.This applies even if you were entitled to “free shipping". if you want us to redeliver it you will beresponsible for re-delivery fees should the package be returned to us as Undelivered because of addressmistakes, because a customer failed to collect it, or wasn't home.

Refunds for when your order was entitled to “free shipping.
If you order some things to qualify for free shipping and then return your items. We will refund you for theitems but not for the shipping costs. We will deduct the exact amount we paid for shipping.

Can I cancel an order once I place it?

If the order hasn't shipped, you can cancel your order.

We reserve the right at any time after receipt of the order to accept or decline the order, or any portion thereof, at our sole discretion, even after the Customer receives an order confirmation or after the credit card has been authorized. If the credit card has already been authorized for the purchase and the order is canceled, we will issue a credit to the original method of payment. Any cancellation made after an order has been placed will be subject to a cancellation fee of USD 0.50 regardless of the time the order has been placed (even if it is just a second later) as the merchant processor/credit card charges us a fee for cancellations. Please note that any orders that have already been packed or shipped cannot be canceled.

Can I apply a discount code after I place my order?

Discount codes must be placed during the check out process. We will not be able to apply discount codes retroactively.

How do I know if a sale is final?

All items on sale, part of our outlet, part of a sales promotion, socks, jewelry and bows are final sale. All of the other items have a 15 day window for returns.

What are your processing times?

We generally ship orders within 3-4 business days. All order updates are sent to your email.

How are the sizes calculated?

We offer several different manufacturer's and each of them have a bit of different sizing, some items runsmaller, and some true-to-size. They are almost never bigger, Below each clothing item you will find a "Sizechart", this is our best estimate making an average between all our manufacturers sizes.
In sizing what does 3 mean? 3 years?
All of our sizes are in months excent when followed by a T, This means that 3 means 3 months, while 3Tmeans 3 years.
We offer sizes from 0 (newborn) until 6T (6 year olds).

If you have any specific questions on a specific brand or style, please email us at atcontact@camelliaheirloom.com