Can I cancel my order?

  • You have the right to submit a cancellation request if the conditions are as follows:
  1. The item is faulty.
  2. The item is damaged.
  3. The item does not match the description.
  4. The item is going to be delayed.
  5. You can also submit a refund request within 14 days of receiving your goods if you have changed your mind.

Do I receive my full payment back?

  • Yes, we refund your item including the shipping costs. If you are returning due to changing your mind, we do need you to cover the cost of the shipping the returned item. In any other case, we will cover the cost of the return shipping. 

How do I return an item?

  • Firstly email us at returns@carollake.co.uk with the nature of your return and item details. We will then get back to you with the full details of your refund and the address you need to post your item back to. 

When can I expect my money back?

  • Any refund will be sent to your bank immediately after we receive the item from you and are happy with its condition. You will then receive the funds in to your account approximately 5–10 business days after the date on which the refund was initiated. This timescale is determined by the bank and not by ourselves.

Can I exchange an item?

  • Yes, as long as we have stock of the product you would like to exchange your purchase for. In this instance we will charge the standard shipping cost for your new item (unless the original is incorrect or faulty). Again, simply email returns@carollake.co.uk and we will discuss your exchange with you.