FAQ
General Information
Do you deliver orders to my country?
We deliver to the majority of countries around the world. If there are any issues, we will contact you directly. We spend time researching our suppliers to make sure they are reputable and reliable but on the rare occasion there is a problem we will be proactive in solving the problem.
Can I change my order?
Yes, if your order hasn't been sent yet, please contact us and we'll be happy to change your order. unfortunately, orders that have already been dispatched cannot be changed.
Why feeding kids?
We are located in Toledo, Ohio and unfortunately over 85% of the kids in the school district are under fed and is exacerbated during the summer when they can't get a subsidized school lunch. It is an unnoticed epidemic across this country and we felt this was how we can help. If there is a charity similar in your area let us know and we would be happy to work with them.
How do I find out more information on the charities
We would be happy to share any information we can on the charities focused on feeding hungry children. We can put you directly in-touch with them or answer any questions about how your money is supporting them.
How long does delivery take?
Products leave our shipping center in 1 to 3 days.
Average expedited shipping times:
United States: 6-8 Days*
Canada: 7-9 Days
United Kingdom: 6-10 Days
Australia: 7-9 Days
* We use USPS for the United States orders are shipped on weekdays and do not count days the USPS is closed.
Average standard shipping times (used when expedited is NOT available):
Rest of Europe: 8-15 Business Days
Rest of the World: 2-4 Weeks
IMPORTANT: Handbags and Totes can take longer due to the size of the items. Typically they are delivered in 2 to 3 weeks. We are working on offering expedited shipping for handbags but at this time it is unavailable
Please keep in mind there are occasions where it may take longer due to customs or local mail services. If you have any questions, we will be happy to answer them. Please contact us via support@carmencandela.com
How can I track my order?
After your order is dispatched, you'll receive a shipping confirmation email that contains your tracking information. If for any reason your tracking number doesn't work, please reply to the email or email support@carmencandela.com and someone will assist you.
What if my order is lost or damaged?
We will happily replace or refund lost or damaged orders free of charge. Please see the return policy for more details
Are all of the products in my order sent together?
Yes all orders are sent together. If there is a significant delay on a single item we will contact you and ask if you want to wait or ship what we have. This rarely happens but it is a possibility we like to consider
Where are your products delivered from?
Our products are sourced from all over the world. We maintain a fulfillment center in California and ship our products from there. We are constantly restocking from our suppliers and try to maintain an significant inventory of everything you see on our site
Holiday Shipping?
Carmencandela.com ships all its orders via USPS priority with a tracking # The shipping times are estimates and based on averages we track. We cannot guarantee delivery by a set date. However if you are purchasing for the holiday or special occasion please let us know and we will do our best to make it happen
I haven't received my item. What can I do?
If for some reason you have not received your item within the normal shipping time period please feel free to contact our customer support in the form to the right or email us at support@carmencandela.com
We also recommend checking your junk mail for an email with your tracking number. If you can't find it please reach out to the email above and we will help you
Can I return my item?
Yes we offer three different types of returns.
- Exchanges - where you can exchange your item for a different size, color etc.
- Store Credits - Where you are given store credit to get something else.
- Refunds - Where your money is returned via the payment method used.
For specific details about requirements for returns please visit our return policy page
How do I return an Item?
We have a automated portal that you can access from the Get Help Menu. Simple enter your order # and email address and it will walk you through the process.
Do I have to pay for shipping on a Return?
(USA) No. We will issue a shipping label for you to use.
(International) Yes. Customers will be required to ship items back themselves.
NOTE: Once our automated system is able to handle international shipping we plan on making it free as well (We love you Canada!)
Will I be charged for a return?
We do not charge a restocking fee/processing fee on any exchanges or store credits.
Refunds we charge a minor restocking fee of $10.99 to cover a portion of the shipping & and the donation we make to Connecting Kids to Meals™ from the original purchase. Returns of more than 2 items will be charged an addition $4.95 per item over 2.(See Our Mission).
You will be able to choose which type you want to do
When will i receive my refund?
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your return.If you are approved, then your return will be processed accordingly, store credits will be emailed to you, exchanges are processed just like new orders. Refunds are returned on the form of payment used
For specific details please read our Return Policy.