COUNTRIES AND LANGUAGES

The CH Carolina Herrera Online Store is currently available in the United Arab Emirates, México, Chile, United States, Spain, Portugal, the United Kingdom, France, Germany, Italy, Belgium, the Netherlands, Austria, Ireland, Greece, Sweden, Finland, Denmark, Poland, Monaco and Luxembourg.

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.

ALTERATIONS

CH Carolina Herrera offers an alterations service by presenting the Delivery Note at its physical stores (except department stores, airports and outlet stores), where the relevant in-store alteration policy applies.

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 personalised items.

PRICE POLICY

CH Carolina Herrera items display the same prices regardless of the channel, unless specific promotions apply. If there is a price difference between those found online and in our physical stores, the correct price will be shown at the time of purchase.

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 TO CH CAROLINA HERRERA

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.

CREDIT/DEBIT CARD

The following cards are accepted: Visa and MasterCard.

• 
• 

To complete the checkout process you must indicate the card number, the expiry date (in MM/YY format) and the CVV security code. If your card is secured, you will be asked for the relevant security codes. The order amount will be reserved on your card after clicking on the Authorise payment button in the last step of the purchase process. When the order is shipped the amount will be charged.

The entire process is performed in an encrypted environment that guarantees exclusive communication with the bank. No data will be stored or manipulated by CH Carolina Herrera, but will be processed directly through the payment gateway of the corresponding financial institution.

If you are a registered Customer, you may store the cards that you use regularly for your purchases. No data will be stored or manipulated by CH Carolina Herrera, rather an internal identifier will be generated to facilitate future payments with the card’s issuing bank.

Payment will be carried out in real time through this payment gateway. In case payment cannot be correctly carried out, the order will be automatically cancelled.

You may receive your order at the address of your choice or at CH Carolina Herrera stores in United Arab Emirates (excluding department stores, airports and outlet stores). Delivery address must be in United Arab Emirates. For security reasons we do not guarantee delivery to hotels, aparthotels, 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 PER ORDER	SHIPPING TIME*
Standard (Home Delivery and Store Delivery)	Free	1-2 business days from the order shipping 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.

** For orders delivered to addresses in Al Ruways, Ghayathi, Liwa Oasis and Madinat Zayed the shipping time will be of 1-4 business days from the order shipping confirmation.

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 choose the pick-up in store option, you must provide the order confirmation email or SMS you received from us, along with a personal identification document such as a driver´s license or passport. In the case that you designate a third party for the pick-up, we will require the order confirmation email, a copy of the buyer´s personal identification document and a signed authorization.

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 contact.ae@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.

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 or 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 and In-Store App orders to our facilities can be requested up to 15 calendar days from the order delivery date. Then, you can deliver the package to the courier, including the prepaid return label, within 15 calendar days of the date on which you requested the return on the website.

Please, follow the steps detailed below:

AS A REGISTERED CUSTOMER

1. 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.

2. Deliver the package in its original packaging to the courier. You will receive a call in order to arrange the pick-up.

3. 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 calendar days from the date of our return confirmation email.

AS A GUEST AND IN-STORE APP

For online returns made as a guest or In-Store App, please follow the steps detailed below:

1. 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.

2. Deliver the package in its original packaging to the courier. You will receive a call in order to arrange the pick-up.

3. 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 calendar days from the date of our return confirmation email.

RETURNS IN STORE

You may return the products purchased through our or website or In-Store App at the CH Carolina Herrera store of your choosing in the United Arab Emirates (excluding department stores, airports and outlet stores), by providing the Delivery Note accessible from your order detail page, under My Orders section, and through the corresponding link contained in the shipping confirmation email. You must return the products at the store within 30 calendar days of the order delivery date. Refunds will be made to the same payment method of purchase.

The CH Carolina Herrera online store sends your items packed in its iconic red packaging and envelopes. Packaging for orders with products on sale may vary. 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.