Returns and exchanges

Terms and conditions for returns and exchanges of products and/or sizes

Carmen Says cannot accept returns or exchanges of used or damaged garments (unless they have a quality or manufacturing defect). For hygiene reasons, sealed products cannot be returned, such as underwear and swimwear that do not retain their label or protective device. Personalized garments and accessories cannot be exchanged or returned.

For exchanges / returns within the EU: https://return.drelife.com/carmen-says

Outside the EU, exchanges of one model for a different one will not be carried out, so only the size can be exchanged. To exchange a product for a different one, the customer must return it and make a new purchase. This can be done through the following link: Return Portal.

The customer may proceed with exchanges and/or returns within 30 calendar days from the date of receipt. In the event that the products in your confirmed order are delivered separately, on different dates, the date of receipt of the last product will apply for return purposes.

Refunds

Once the product(s) have been received, Carmen Says will check their condition and, if an exchange was requested, will send the required size, or, if a return was requested, will issue a refund using the same payment method used for the purchase. Once the condition of the returned products has been verified, the customer will be informed by email. The refund will be issued within fourteen (14) calendar days from the date Carmen Says becomes aware of the decision to withdraw. However, Carmen Says may withhold the refund until it has received the goods or until the customer has provided proof of their return, whichever occurs first.

The cost of returns is as follows:

• €0 for returns made from Spain.
• €14 for returns made from any other European Union country.
• Between €30 and €50 for returns made from outside the European Union, depending on the product, the weight of the package, and the number of items included in the return.

Defective or damaged items

If you receive a defective or damaged item, contact us immediately at hi@laagam.com with photos. We will process your free return and send you a replacement or a full refund, including the original shipping costs.

Need help?

If you have any questions about returns or exchanges, please contact us:

Email: orders@carmensays.com
Response time: We usually respond within 24 to 48 hours on business days.