Returns & Refund Policy

At Calroce, we want customers to have clear information about how returns and refunds are handled for scarves purchased through our website. This policy explains the return period, eligibility requirements, return shipping responsibility, inspection process, and refund timeframe.

Return Window

You may request a return within 20 days of receiving your order. Return requests made after this 20-day period may not be accepted.
To start a return, please contact us at support@calroce.shop within the applicable return period and provide your order details.

Return Eligibility

We accept return requests for both defective and non-defective products, subject to review and the conditions described in this policy.
Each returned item may be inspected to assess its condition and to verify the reason for the return. Acceptance of a return request does not mean that a refund will automatically be issued without reviewing the returned item and the information provided.

Condition of Returned Scarves

For a non-defective product, the scarf should be returned in the condition in which it was received. The item should not be returned damaged, altered, or in a condition that prevents us from reasonably reviewing its original condition.
We understand that an item may need to be inspected to identify a defect or issue. Where a customer reports that a product is defective, damaged, or that the wrong item was received, we will review the information and available evidence relating to the reported issue.
If an item was sent in appropriate condition and is returned damaged, altered, or in a materially different condition for reasons not related to the reported issue, the return or refund may be affected. Each case will be reviewed based on the condition of the returned item and the information available.

Wrong, Damaged, or Defective Items

If you receive the wrong scarf or believe that your order arrived damaged or defective, please contact us at support@calroce.shop as soon as possible.
When contacting us, please provide your order details and clear photographs showing the item and the reported issue. These photographs help us review what was received and understand the condition of the product before arranging the next steps.
We may request additional information or photographs where necessary to review the issue.

Return Shipping and Return Labels

For returns where the customer is returning a non-defective product, the customer is responsible for the cost of the return label and return shipping.
If we confirm that the wrong item was sent or that the item arrived damaged or defective due to an issue for which Calroce is responsible, we will provide or cover the reasonable cost of the return label, as applicable to the approved return.
Please do not return an item before contacting us and receiving return instructions. This helps us review the request and provide the appropriate return information.

No Direct Exchanges

We do not offer direct exchanges. If you would like a different scarf, the available options will depend on the circumstances of your return and whether the returned item is eligible for a refund under this policy.

Inspection of Returned Items

Returned items are reviewed after they are received. We may compare the condition of the returned item with the reported reason for return and the information or photographs provided during the return request.
This inspection helps us determine whether the item is eligible for a refund under this policy. If there is a difference between the reported issue and the condition of the returned item, we may contact you for additional information before making a decision regarding the refund.

Restocking Fee

We do not charge a restocking fee for eligible returns. The restocking cost is £0.

Refund Process

Once an eligible returned item has been received and inspected, we will determine the refund outcome based on the circumstances of the return and the condition of the item.
Where a refund is approved, we aim to process it within 7 business days after the returned item has been received and inspected. The time it takes for the refunded amount to appear in your account may depend on your payment provider or financial institution.
Refunds are handled using the payment method associated with the original order, where applicable and where technically possible.

Late or Delayed Refunds

If your refund has been approved and you have not received the refunded amount within the expected timeframe, please first check your payment account or contact your payment provider, as posting times may vary.
If you still need assistance, contact us at support@calroce.shop with your order details and any relevant information. We will review the available refund information and assist with checking the status of the refund.

Contact Us

For questions about returns, reported product issues, return instructions, or refunds, please contact us by email at support@calroce.shop.
Business Hours: Monday to Friday, 9:00 AM–5:00 PM (GMT+1)