Returns & exchanges

Right to withdraw from the purchase

The Client has the right to withdraw from the purchase and return the product(s) purchased (except for the products described in the following clause), without the need for justification, within a period of 30 calendar days from the date of receipt.

In the event that the products that make up your confirmed order are delivered separately, on different dates, for the purposes of return, the date of receipt of the last product will operate.

In the event that the customer returns all the products in his order within the first thirty (30) calendar days from the receipt of the last product, he will be refunded all payments received after the purchase, including shipping costs (in Spain) (with the exception of the additional expenses resulting from the choice by the customer of a shipping method other than the least expensive method of ordinary delivery offered). The return procedure will be indicated in the following section.

If the customer decides to keep any product and, consequently, partially cancel his order, only the price paid for the products will be refunded and the shipping costs will not be refunded. To exercise the right of withdrawal, the client must notify their decision through the following channels:

Size change or return:

Conditions of changes of products and/or size and returns

Carmen Says will not be able to accept changes or returns of used or damaged garments (as long as it is not a defect and/or quality or manufacturing defect). For reasons of hygiene, sealed products cannot be returned, such as underwear, masks and bathroom items that do not keep the label or protection device. Personalized clothing and accessories cannot be exchanged or returned.

The change of a model for a different one will not be admitted, so only the size can be changed. To exchange a product for a different one, the customer must return it and make a new purchase.

Any return or exchange of purchased products must be carefully packaged and include the delivery note or the return or exchange form duly completed. If you do not have these documents at the time of making the change or return, you can download the return or change form by accessing the order detail page in the "My purchases" section available on the Website/Application.

Procedure for changes and/or returns with free collection service at home

In any case, the return or change of sizes will be made within a period not exceeding one (30) days from delivery. Beyond this period no return or exchange will be accepted.

You can make a size change or return the products purchased on the Website/Application by requesting the free home collection that Carmen Says makes available to its customers. The customer who wishes to make a size change or return must make his request online through the Returns section in the My account section. If you do not have an account, you must access the My purchases section.

Once the order is placed, we will send a carrier to collect your package.

Carmen Says will not assume the return or exchange costs that are not made through the free home collection service.

The free home collection service is available in Spain, including the Balearic Islands, the Canary Islands, Ceuta and Melilla.

If you want to request an exchange or return from another country, contact the Carmen Says Customer Service department.

Changes and returns are free in Spain.
They may have additional costs for other countries that will be borne by the client.


Once the product(s) has been received, Carmen Says will verify its good condition and, if an exchange has been requested, it will proceed to send the required size or, if a return has been requested, it will proceed to refund the amount in the same payment method. used in the purchase. Once the status of the returned products has been verified, the customer will be informed via email. The refund will be made within a period of fourteen (14) calendar days from when Carmen Says has been made aware of the decision to withdraw. However, Carmen Says may withhold the refund until the goods have been received or until the client has presented proof of their return, depending on which condition is met first.

The reimbursement of shipping costs will be made after the products. To make the payment of orders paid by bank transfer, the client must indicate an IBAN code to Carmen Says so that the corresponding amount can be paid. The IBAN code must belong to a bank in the country to which the order is sent.

Return of wrong or defective products

In the event that Carmen Says has mistakenly sent a different product from the one requested, that the quality of the product sent is not adequate or that the product does not comply with the provisions of the contract, Carmen Says, once the error has been verified or the defect, will fully refund the amount of the returned product and the shipping costs incurred, provided that the return is made within one (1) month from delivery. The return of these products will be organized by Carmen Says through free collection at the customer's home. If you wish to return a product purchased from a country where Carmen Says does not distribute because it is wrong or defective, please contact the Carmen Says Customer Service department.

Carmen Says will not be liable to the customer when the product contained in the package returned by the customer is wrong. Notwithstanding the foregoing, in the event that the client by mistake had sent a different product to that of the order and it was possible to manage the collection of the same, the client must process said return assuming the costs corresponding to said collection.