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Browse the Online Store until you find the item you wish to purchase. Once located, click on it for
more information and zoom in by selecting a photograph. You can add items to your cart by clicking
on the Add button.
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You can shop as a registered Customer or as a guest. Click on Log In at the top of the page and fill
in the required information in order to create your CH Carolina Herrera Customer account.
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If you are a registered Customer, you will need to verify your account in order to finalise the purchase. To check out as a guest, follow the steps provided in your cart. If this is your first order, you will have the option to create a Customer account at the end of the checkout process with the information already entered.
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If you forget your password, click on Forgot your password? under Log In and we will send you an
email with a link so you can update it.
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Once you have completed your order as registered Customer, all the details will be available under My
Orders in the Customer administration area, which can be accessed by clicking on My Account. You
will also receive an email confirming your order.
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If you have any further questions or would like to receive real-time help while placing an order,
please call our toll free telephone number
, fill in our customer service form or email us at customers@chcarolinaherrera.com.
COUNTRIES AND LANGUAGES
The CH Carolina Herrera Online Store is currently available in the United States, Mexico, Spain, Portugal, the United Kingdom, France, Germany, Italy, Belgium, the Netherlands, Austria, Ireland, Greece, Sweden, Finland, Denmark, Poland, Monaco, Luxembourg, Colombia and Arab Emirates.
You may choose to browse in English or Spanish depending on your location.
ORDER CONFIRMATION
After finalizing the purchase, a page will appear with all your order information. A confirmation email will also be sent within 24 hours to the email address that you have provided. Please note that clicking the Authorise payment button does not mean that your order has been accepted and the purchase completed. All orders are subject to acceptance by us, and we will confirm such acceptance to you by sending a second email that confirms that the items have been dispatched and which contains the courier tracking number. Should this fail to occur, please contact customer service for further assistance.
ORDER TRACKING
If you have placed orders as a registered customer, you can access all order and courier tracking information via the My Orders section in My Account, aside from receiving updates on your order by email.
If you purchased as a guest, you will receive updates on the status of your order by email.
ORDER CANCELLATION
You may request the cancellation of your order by contacting customer service. Provided that the order has not been shipped or dispatched, we will do our best to satisfy your needs, but changing or cancelling the order cannot be guaranteed.
PACKAGING
The CH Carolina Herrera online store sends your items packed in its iconic red boxes packaging. Packaging for orders with products on sale will not include red boxes and envelopes. We reserve the right to include within your order as many boxes and envelopes as considered appropriate at our sole discretion.
Please note that for individual wrapping, the items must be ordered separately.
DEDICATED CARD
In addition we offer you the possibility to accompany each order with a personalized card. To do this, you must mark the Include Dedicated Card box during the purchasing process. It is not necessary to include your signature in the body of the message, since for that purpose we will use the data you enter in the From field.
PRODUCT AVAILABILITY
The items published in the online store are available for sale. If we expect an item to be back in stock soon, a notification option may be available. By subscribing to it you will receive an email as soon as the item becomes available.
QUALITY
All our products are subject to strict quality controls to guarantee an excellent shopping experience. If an item does not meet your expectations or does not correspond to the one you requested, please contact customer service.
You will receive the same item shown in the online store images. However, there may be small differences in the finishing of handcrafted products, as well as in personalized items.
PRICE POLICY
CH Carolina Herrera items display the same prices regardless of the channel, unless specific promotions apply.
Please keep in mind we do not adjust prices for items whose original prices may have been reduced.
PASSWORD RECOVERY
In case you do not remember your log in password, you may restore it following the steps provided in the log in section. You will receive an email detailing how to obtain your new password.
SUBSCRIPTIONS
You may subscribe to the different Carolina Herrera newsletters via the corresponding link at the bottom of the page. If you wish to cancel your subscription, you may do so via the following link.
TAX FREE
If you are entitled to a VAT refund, you can request the relevant documentation through our Customer Service.
CREDIT/DEBIT CARD
We accept VISA, MasterCard and AMEX cards.
To complete the purchase, you will have to provide your card number, the expiry date (MM/YYYY) and the CVV security code. If your card is secured, you will be asked the relevant security codes. The order amount will be charged to your card after clicking on Authorise payment during the last step of the purchasing process.
The entire process is performed in an encrypted environment which guarantees exclusive communication with the bank. No data will be stored or manipulated by CH Carolina Herrera. It will instead be processed directly through the payment gateway of the corresponding financial institution. For greater security, we will use the Visa/MasterCard/Eurocard/AMEX Secure Electronic Commerce Authentication Service, through which the Customer is verified by their issuing bank and the transaction is verified by the acquiring bank.
If you are a registered Customer, you can choose to save your card information for future purchases. No data will be stored or manipulated by CH Carolina Herrera. Instead, an internal identifier will be generated to facilitate future payments with the card´s issuing bank.
In order to guarantee transaction confidentiality and integrity, all transactions will be carried out using the Secure Socket Layer protocol (SSL).
Your payment will be processed in real time through this gateway. If the transaction cannot be processed, the order will be automatically cancelled.
PAYPAL
You can also choose to pay through PayPal. This system means you can complete the purchase quickly and securely through your PayPal account, without sharing any financial information with CH Carolina Herrera.
PayPal will deduct the order amount from your card or from your PayPal account. Paypal will then send an immediate payment confirmation to CH Carolina Herrera and your order will be automatically processed.
APPLE PAY
If you make your purchase from an Apple device, you can pay with Apple Pay. Simply select this payment method and confirm the purchase by using your Apple ID, Face ID or Touch ID depending on the device.
You may receive your order at the address of your choice. Delivery address must be in Monaco. For security reasons we do not guarantee delivery to hotels, aparthotels, residences, tourist apartments, transportation agencies, logistic platforms and/or similar.
You will be shown the available shipping methods for the delivery address introduced during checkout. You will pay all shipping and handling charges specified during the ordering process.
Shipping costs are as follows:
| SHIPPING TYPE |
COST |
SHIPPING TIME* |
| Standard Home Delivery |
9 Euro |
4-7 business days from the order confirmation |
* Orders may take between 48 and 72h to be prepared in our facilities. This date, as well as the delivery date, are estimates only and cannot be guaranteed.
We will keep you up to date on the status of your order by sending you automatic notifications. In the event of a failure in any of these automatic messages, you may always consult the status of your order by accessing the website.
If you have any queries about the status of your order, any failure to deliver, a delivery exceeding 10 calendar days from the shipment date or any discrepancy between ordered and delivered items should be promptly reported to our customer service by emailing us at customers@chcarolinaherrera.com or calling us toll free at
Returns at CH Carolina Herrera are free of charge.
Returned items must be new, in perfect condition and with original labelling. Footwear without the shoe box and felt cover won´t be accepted as both are considered part of the product.
We do not accept returns of items that appear to have been worn, washed, altered or damaged due to improper use. Also, we do not accept returns of underwear and any other product defined as final sale by Carolina Herrera.
You must use the original shipping packaging when returning items, red boxes and envelopes included. In this way the goods will arrive in their original condition.
Except for any products designated as final sale (swimwear and underwear), and at the discretion of CH Carolina Herrera, we will accept returns, as described above, for a refund of the purchase price, less the original shipping and handling costs.
In the case you must use a different courier than the one offered by us, request more than one return for the same order, you are responsible for all shipping and handling charges on returned items. Please inform customer service of the associated tracking number at all times.
ONLINE RETURNS
Returns of online orders can be requested on the website within 30 calendar days from the order confirmation date ("Date") that appears on your purchase receipt ("Delivery Note").
Please, follow the steps detailed below:
AS A REGISTERED CUSTOMER
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Mark the items you wish to return in the Return column of the Delivery Note received with your order.
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Access the My Orders section in My Account and request the return. Select the items, quantity and return reason. You will receive an email confirming your return request.
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Deliver the package perfectly closed to the transport agent, keeping the original packaging. The transport agency may contact you to coordinate the day and time of collection of the items.
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Once your return has been received and reviewed, we will issue a refund using the same payment method. Please note that refunds can take up to 15 working days from the date of our return confirmation email.
AS A GUEST
For online returns made as a guest or In-Store App, please follow the steps detailed below:
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Mark the items you wish to return in the Return column of the Delivery Note received with your order.
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Access the My Orders section and enter the order number and the email used for the purchase or, alternatively, you may follow the link in the confirmation email received when placing the order. Select the items, quantity and return reason. You will receive an email confirming your return request.
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Deliver the package perfectly closed to the transport agent, keeping the original packaging. The transport agency may contact you to coordinate the day and time of collection of the items.
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Once your return has been received and reviewed, we will issue a refund using the same payment method. Please note that refunds can take up to 15 working days from the date of our return confirmation email.
The CH Carolina Herrera online store sends your items packed in its iconic red boxes packaging. Packaging for orders with products on sale will not include red boxes and envelopes. We reserve the right to include within your order as many boxes and envelopes as considered appropriate at our sole discretion.
Please note that for individual wrapping, the items must be ordered separately.
DEDICATED CARD
In addition we offer you the possibility to accompany each order with a personalized card. To do this, you must mark the Include Dedicated Card box during the purchasing process. It is not necessary to include your signature in the body of the message, since for that purpose we will use the data you enter in the From field.
