We have a 14 day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase, along with a photo of the item.
To start a return, you can contact us at email@example.com. If your return is accepted, we will provide instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
You can always contact us for any return question at firstname.lastname@example.org
DAMAGES AND ISSUES
If an item arrives damaged or defective, please contact us to submit a damaged goods claim within 48 hours of receiving. Photo evidence of the shipping box and damaged goods are required to receive a Return Authorisation. Claims are handled on a case-by-case bases and insufficient evidence may result in your claim being rejected. We will meet our obligations under the EU Consumer Law or similar legislation which may include replacing the item if the stock is available or giving you a refund upon receiving your faulty item back.
If you received the wrong item, please contact us immediately so we can rectify the situation.
If your order has gone missing, please email us at email@example.com so we can resolve this for you. Please note, due to insurance limitations, if your parcel is deemed lost in transit, we currently reserve the right to process a refund in lieu of the shipping a replacement order. Parcels acknowledgment as lost in transit by Cachina will be reimbursed minus any logistic changes incurred due to customer error.
EXCEPTIONS / NON-RETURNABLE ITEMS
Certain types of items cannot be returned, like perishable goods, custom products, and personal care goods. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Changed your mind?
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
If exchanging your product (such as for different sizing), we will pay for the first exchanged product to be shipped to you if the the original purchase reached the minimum amount for the free delivery (please note we will only pay for the return postage of the first exchanged product). If you request a refund, it will be credited to the same account as the account from which the original payment was made (please note you will be responsible for paying for your own shipping costs to return or exchange your product to us).
You will be responsible for paying for your own shipping costs and for returning your item, unless minimum amount for free delivery depending on the city and country is reached. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
If you are shipping an item, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.