Return and Refund Policy
Last Updated: October 7, 2026
At Carrysela, we want you to be satisfied with your purchase. If you are not completely satisfied, we are here to help. This Return & Refund Policy explains our return eligibility, return process, refund procedures, return shipping responsibilities, and other important information for purchases made through www.carrysela.com.
30‑Day Return Policy
Beyond your statutory 14‑day cancellation right under EU consumer law, we offer an extended 30‑day return policy.
You have 30 calendar days from the date your order is delivered to request a return under our voluntary extended policy.
To be eligible for a return, your item must be:
Unworn and unused.
In the same condition in which it was received.
Returned with all original tags attached.
Returned in its original packaging.
Accompanied by proof of purchase, such as your order number or purchase confirmation.
Items that do not meet these requirements may not be eligible for return under our extended policy; your statutory rights remain unaffected.
Statutory 14‑Day Cancellation Right
As a consumer residing in the European Economic Area, you have the statutory right to cancel your order within 14 calendar days from delivery without giving any reason.
To exercise the statutory cancellation right, notify us via email at hello@carrysela.com within the 14‑day period, clearly stating your decision to cancel the contract, together with your order number.
Goods must be sent back within 14 days after you have notified us of cancellation. You shall bear the direct cost of returning goods when exercising the statutory cancellation right for change‑of‑mind returns.
Certain categories of goods are excluded from the statutory cancellation right in accordance with EU consumer law, including personalised / custom‑made items.
How to Start a Return
To request a return, please contact us at hello@carrysela.com within the applicable return period.
Please include:
Your order number.
The email address used to place the order.
The reason for your return request.
After reviewing your request, we will provide a Return Merchandise Authorization (RMA) together with detailed return instructions, including where and how to send your package.
Please do not send items back before receiving return authorization, as unauthorized returns may not be accepted or may experience processing delays. This does not affect your statutory cancellation rights.
Return Method
Returns are accepted by mail only.
Please follow the return instructions provided by our customer support team. We recommend using a trackable shipping service and retaining your shipping receipt until your return has been completed.
Return Shipping Costs
Return shipping responsibility depends on the reason for the return and whether you are exercising statutory rights or our voluntary extended policy.
Customer Responsibility
You are responsible for return shipping costs if the return is due to:
Change of mind.
Ordering the wrong size.
Ordering the wrong color.
Style preference.
No longer wanting the item.
Our Responsibility
If you receive a defective, damaged, or incorrect item, Carrysela will cover the return shipping cost or provide a prepaid return shipping label where applicable, in accordance with applicable consumer law.
Damaged, Defective, or Incorrect Items
Please inspect your order promptly after delivery.
If your item arrives damaged, defective, or incorrect, please contact hello@carrysela.com as soon as reasonably possible.
To help us review your request, please provide:
Your order number.
Clear photographs of the product.
Photos of the packaging, if applicable.
A brief description of the issue.
After reviewing your request, we will work with you to provide an appropriate resolution, which may include a replacement, refund, or another suitable solution in line with EU consumer guarantee rules.
Non‑Returnable Items
The following items cannot be returned under our voluntary 30‑day policy. Statutory legal guarantees for defective goods are not excluded:
Items marked as Final Sale or otherwise identified as non‑returnable.
Gift cards.
Custom‑made or personalized products (also excluded from statutory 14‑day cancellation right).
Items that have been worn, washed, altered, damaged after delivery, or returned without original tags or original packaging.
Exchanges
We currently do not offer direct exchanges.
If you would like a different size, color, or style, we recommend returning your eligible item for a refund and placing a new order for the item you would like instead.
If you received a defective, damaged, or incorrect item, please contact us so we can review the issue and provide an appropriate solution.
Refunds
Once your returned item has been received and inspected, we will notify you of the outcome of your refund request.
If approved, your refund will be issued to your original payment method, typically within 5 business days after the inspection has been completed.
When exercising your statutory cancellation right, refunds will be processed no later than 14 days from the day we receive your returned goods or proof of return shipment.
Depending on your bank, credit card issuer, or payment provider, additional processing time may be required before the refund appears in your account.
Original Shipping Charges
Original shipping charges paid at checkout are generally non‑refundable, unless the return is the result of our error, such as shipping the wrong item or sending a defective or damaged product, or when exercising your statutory cancellation right.
Restocking Fee
We do not charge a restocking fee for eligible returns.
Return Address
Returns must be authorized before being sent to the return address below.
Return Address:
Carrysela
Via Modesto della Porta 3, Lanciano, CH 66034, Italy
Please include your order number or Return Merchandise Authorization (RMA) with your return package to help us identify and process your return efficiently.
Contact Information
If you have any questions regarding returns, refunds, damaged items, or exchanges, please contact us.
Brand Name: Carrysela
Website: www.carrysela.com
Business Address:
Via Modesto della Porta 3, Lanciano, CH 66034, Italy
Customer Support Email:
hello@carrysela.com
Customer Support Phone:
+39 345 856 5822
Customer Support Hours:
Monday – Saturday: 9:00 AM – 6:00 PM CET
Sunday: Closed
We aim to respond to return and refund inquiries within 24–48 business hours.
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