Caurelle Opiniões 15

Resposta da Caurelle

10/04/2026

Hi Mabel,

Thank you for taking the time to share your feedback. We’re truly sorry to hear that you were disappointed with the product and your overall experience.

We understand your concerns regarding the quality and delivery time, and we regret that the item did not meet your expectations. Please know that this is not the standard we aim to provide, and your feedback is taken seriously.

We would also like to clarify a few points for transparency. Our return policy, including the responsibility for return shipping costs and the location of our return facility, is clearly outlined on our website and shown again at checkout so customers can make informed decisions before placing an order.

Regarding your return, we do accept returns and provide a full refund once the returned item is successfully delivered to our warehouse. We also offer alternative solutions, such as partial refunds or store credit (which can be used to reorder a different size without needing to return the item), purely as optional conveniences for our customers—not as a way to avoid accepting returns.

In terms of the rating mentioned in our newsletter, this reflects aggregated customer feedback collected across multiple platforms and time periods. We do not manipulate or falsify reviews, and we are continuously working to improve both our products and services.

We take concerns like yours seriously, and we would still very much like the opportunity to review your case further and make things right. As we have no information about your order, we kindly ask you to get back in touch with our support team and provide information about this issue so we can assist you accordingly.

We remain committed to improving our products and services, and we truly appreciate your feedback.

Kind regards,
Caurelle Team

Resposta da Caurelle

10/04/2026

Hi David,

Thank you for taking the time to share your feedback. We’re genuinely sorry to hear that you were not satisfied with the quality of the product and your overall experience.

We’d like to clarify a few important points to ensure transparency for anyone reading your review. As outlined in our return policy, return shipping costs and customs fees/ duties are the responsibility of the customer, which is a standard practice for many international retailers, and we always ensure that this is communicated during the return request. Regarding the customs matter, any fees requested are determined by local customs authorities and courier processes, which are unfortunately beyond our direct control.

We also want to emphasize that we never intend to mislead or inconvenience our customers. Our team did offer alternative solutions, such as a partial refund without returning your order, a full refund in the form of store credit, and keep the order, or a full refund once we receive the return in an effort to provide a more convenient resolution without the need for a return. But we completely respect your decision to proceed with one.

We take concerns like yours seriously, and we would still very much like the opportunity to review your case further and make things right. As we have no information about your order, we kindly ask you to get back in touch with our support team and indicate about this issue so we can assist you accordingly.

We remain committed to improving our products and services, and we truly appreciate your feedback.

Kind regards,
Caurelle Team

Resposta da Caurelle

10/04/2026

Hi Sophie,

Thank you for taking the time to share your feedback. We’re genuinely sorry to hear that your order didn't fit and that your overall experience.

We’d like to clarify a few important points. First, we do not refuse returns. In your case, it appears that the parcel was not successfully exported due to missing information required by customs. Unfortunately, when this information is incomplete, customs authorities may reject or return the shipment, which is outside of our control.

We also want to reassure you that the return address we provided is correct and complete. Many of our customers have successfully used the same details to return their items without issue.

Regarding the solutions offered, our intention has always been to provide flexible options for your convenience—not to avoid accepting returns. While we did offer partial refunds as an alternative, we also provided other options, including store credit so you could reorder the correct size without needing to return the item (essentially a free exchange), as well as the option to proceed with a full refund once the returned item is successfully delivered to us.

As you chose to return the item, we promptly shared the return instructions and address. However, since the return was not successfully delivered, we have not yet been able to process the refund.

We understand how disappointing this experience has been, and we would still like to help resolve this for you. As we have no information about your order, we kindly ask you to get back in touch with our support team and indicate about this issue so we can assist you accordingly.

We remain committed to improving our products and services, and we truly appreciate your feedback.

Kind regards,
Caurelle Team

Resposta da Caurelle

10/04/2026

Hi Geraldine,

Thank you for sharing your feedback, and we’re truly sorry to hear that you feel this way about your experience.

We would like to clarify that we process refunds immediately once a return has been successfully delivered to and received by our warehouse. If a refund has not yet been issued, it means that, unfortunately, our team has not received your returned item.

We understand the effort and cost involved in sending your return via tracked mail, and we genuinely appreciate you taking those steps. However, we kindly ask that you share your return tracking details with our customer support team so we can check the status of the shipment and assist you further.

Additionally, we want to highlight that our refund and return policy is clearly stated on our webshop and also presented during checkout. This is to ensure full transparency and to inform customers in advance that return shipping costs and any related fees are the responsibility of the customer.

We’re truly sorry for the frustration this has caused and would very much like to help resolve this for you. Please get in touch with our support team so we can look into your return and assist you accordingly.

Kind regards,
Caurelle Team

Resposta da Caurelle

10/04/2026

Hi Julia,

I’m truly sorry for the delivery delay and the lack of clear communication. I completely understand how frustrating this must have been.

We always aim to deliver within the stated timeframe; however, delays can unfortunately occur once parcels are with the courier. I apologise that this wasn’t made clearer.

I’ve checked your order, and it was placed on the 24th of January, and the tracking shows it was delivered on the 6th of February.

As a goodwill gesture, we have also processed a 40% partial refund on your order.

Thank you for your understanding.

Kind regards,
Caurelle Team