Refund policy
Our Promise to You
We stand behind everything we make. If your order arrives damaged, defective, misprinted, or different from what you ordered, we want to make it right.
Made-to-Order Returns & Exchanges
Every Caribbean At Heart product is made especially for each order. Because our products are made to order, we generally cannot accept returns or exchanges for change of mind, incorrect size selection, colour preference, or other buyer preference.
Please review the product description, size guide, materials, and product images carefully before placing your order.
Wrong Item, Damaged, Defective, or Misprinted?
If your item arrives damaged, defective, misprinted, or different from what you ordered, please contact us within 30 days of delivery at hello@caribbeanatheart.com.
Please include:
- your order number;
- a brief description of the issue; and
- clear photos showing the problem.
Once we review the issue, we may offer a replacement or refund, depending on the circumstances. Please do not return an item unless we specifically ask you to do so and provide return instructions.
Size and Fit
Because our products are made to order, we cannot accept returns or exchanges when an incorrect size is selected by the customer. We strongly recommend reviewing the size guide on the product page before ordering.
Personalized and Custom Products
Personalized, customized, or specially made products are final sale unless they arrive damaged, defective, misprinted, or incorrect.
Order Changes and Cancellations
Orders may enter production quickly. If you need to request a change or cancellation, please contact us as soon as possible at hello@caribbeanatheart.com.
We will do our best to help, but we cannot guarantee changes or cancellations once an order has entered production.
Sale Items and Gift Cards
Gift cards are non-refundable, except where required by law.
Sale items remain subject to this made-to-order policy and are only eligible for replacement or refund if they arrive damaged, defective, misprinted, or incorrect.
Refunds
If a refund is approved, it will be issued to your original payment method.
Please allow up to 10 business days after approval for the refund to appear, depending on your bank or card provider. If more than 15 business days have passed since your refund was approved, please contact us at hello@caribbeanatheart.com.
Questions?
If you have any questions about your order or this policy, please contact us at hello@caribbeanatheart.com.
This policy does not limit any rights you may have under applicable consumer-protection law.