FAQs

1.I never received my order. What should I do?

If our site’s tracking says your order was delivered but you still haven’t received it, look up your tracking number on the USPS site for confirmation. 

If the carrier site’s tracking also says your order was delivered, try checking with your neighbors and looking outside your home to see if it’s hidden somewhere. If you can’t find it, email us with your original shipping address and an alternate shipping address so we can send a replacement.

If the carrier site’s tracking hasn’t been updated for several days, email us with your original shipping address so we can look into it and send a replacement if necessary. 

2.Do you ship outside of the United States?

Unfortunately at this time we do not. We hope to offer international shipping in the future.

3.Can I cancel the order I just placed? 

Except for custom products, it is possible to cancel your order if you email us within 5 hours of placing your order. In addition, you can always return your item once it comes for a full refund including the shipping costs.

4.Do you offer discount codes?

Yes, we do offer standard discount codes some period during a year; however please follow our website for updated information. Not a member? Please sign up now. Also, make sure and sign up for our email list so that you don’t miss out on special offers.

5.I forgot to add an item to my order or need to change my order. How do I do this?

Unfortunately, there is no way to add an item(s) or change items once your order is placed. If you contact us immediately after placing your order we may be able to cancel your order so that you can replace a new order including your additional items. If this cancellation is unable to be made prior to processing you will need to place a new order for your additional item(s).

6.What is your satisfaction guarantee?

All of our products are absolutely guaranteed. Every time. Any reason. Or we’ll make it right.

We stand by everything we sell. So if you’re not satisfied with your order for any reason, neither are we. We’ll make it right – please contact us via our official email: support@boutiquekarelle.com for better assistance. Simple as that.

7.Are there conditions for returns and exchanges?

Yes. We’ll need your items to be unwashed and unworn, with the hangtag still attached. And don’t forget your proof of purchase. 

We’ll need to request for your return authorization within 30 days of receiving your order. For more information please see our Returns & Refunds policy. 

8.What are the hours for your customer service line?

Our hours for our support line are 10AM to 8PM from Monday to Saturday. 

9.There is something missing/ defective/ not what I ordered. What should I do? 

We know how frustrating this can be and always want to make sure every order is perfect! Once you receive your order, please thoroughly check the delivered items immediately. If you believe an item is missing/defective/not part of your order, please contact us and raise a return request and follow directions as instructed. (Damaged, defective, or incorrect items must be reported within 30 days of delivery. If such items are not reported in a timely fashion, we will not issue store credit. Please email support@boutiquekarelle.com for assistance.)

10.If an item says it’s sold out online does that mean it’s sold out in the store too?

Not necessarily! There’s a good chance it’s available in our store! We can also ship from our store too! You can call +1 769-378-0821 to check and see if the item is still available from our store inventory!