HOW DOES THE FREE TRIAL WORK?
With our 7 night free trial you can sleep with our Duvet in your bed before you commit to buying it.
To ensure that your payment method is valid and can be charged once the trial period is over, a temporary hold will be placed on your card, which may appear as “pending” or “processing.”
If you choose to return your order within the 7 day trial period, we will void the hold on your card and the funds will be released back into your bank account or credit card. Depending on your bank this typically takes 1-2 business days. Rest assured, you have 14 full nights from the time your order was placed to initiate a free return for a full refund. To start a return, just give us a call at 1.929.213.1104, 10:00 a.m. to 6 p.m. EST, or send us an email at firstname.lastname@example.org
WHEN WILL MY CARD BE CHARGED?
After you place your order a temporary hold will be placed on your card for the purchase amount, which may appear as “pending” or “processing” depending on your bank or credit card. This helps us ensure the payment method is valid. At the end of your 7 night trial, your card will be charged unless you initiate the return before the 7 night trial period is over.
HOW DO I RETURN AN ITEM?
No worries! Our refund policy lasts 14 days. If during 14 days you conclude your purchase is not a good fit or that you would prefer a different size duvet instead, we welcome you to request a return authorization by emailing email@example.com, and we’ll help guide you through the process – we’ll send you a prepaid return label to send the item back.
Please NOTE that customers are responsible for all return shipping charges and packaging. When you receive a refund, the cost of return shipping will be deducted from your refund.
If 14 days have gone by since your purchase, unfortunately, we cannot offer you a refund or exchange.
To be eligible for a return, your item must be unused and undamaged and in the same new condition that you received it. It must also be in the original packaging. We recommend you ship duvet in the vacuum plastic case to reduce the shipping cost.
It typically takes 7-10 business days for the refund to process into your account, depending on how your bank processes the refund, and for the funds to appear in your bank account.
HOW CAN I EXCHANGE ITEM?
At this time, our system is not set up to process exchanges. The best way to move forward is to initiate a return for your original items and repurchase the items you would like in a new order. Please contact us at firstname.lastname@example.org to initiate a return with order #.
Please note that we are not able to process returns for items listed as Final Sale.
We only replace products if they are defective or damaged. If you need to exchange it for the same item, send us an email at email@example.com and we will guide you what to do next.
WHAT TO DO IF I RECEIVE A DAMAGED PRODUCT?
If you receive a damaged product, please email us immediately, within 1-2 days. After 3 days we cannot refund the money as we cannot prove it was shipping or warehouse damage. Provide a picture of the product so we can the scope of the damage.
WHERE’S MY STUFF?
If you receive an incomplete order please email us immediately, within 1-2 days.
HOW CAN I CANCEL AN ORDER?
If the product has already shipped, the order cannot be canceled. You are responsible to ship it back with RA-number (Return Authorization) and shipping cost cannot be refunded. Please contact us by email for any cancellations: firstname.lastname@example.org
We are not responsible for lost package left on doorsteps.
WHEN WILL I RECEIVE MY PRODUCT(S)?
Shipping takes up to 2 weeks for US orders
Shipping takes up to 3 weeks for International orders
Please allow up to 2 – 3 weeks delivery time as in some cases product may be shipping from the manufacturing location.
ORDERING – I MADE A MISTAKE ON MY ORDER (ADDRESS, SIZE ETC.)… CAN I CHANGE IT?
If this happens to you, just email us to email@example.com as soon as you can and we MIGHT be able to take care of it. However, we can’t make any promises.
Please note that if a wrong address was provided and was not brought to our attention before delivery, Camelus is not responsible and the order will be sent to the address indicated. Camelus does not provide refunds for incorrect information provided by the customer. If Camelus needs to contact a shipping provider to change your address or return your item to us before the item is delivered, the buyer is responsible for a $ 25 return shipping fee. If you are looking for an exchange of goods, a refund fee does not apply. If your item is returned to us due to inaccurate shipping information, you will receive a refund for the returned item minus $ 25.
WILL MY ITEMS BE SENT IN ONE PACKAGE?
For logistical reasons, items in the same purchase will sometimes be sent in separate packages, even if you’ve specified combined shipping. Please keep this in mind when receiving deliveries.
WHERE MY ITEM COMING FROM?
Although our fulfillment house is located in NYC, some of products (custom size duvets, for example) can be sent from the manufacturing location. Allow extra time for its journey to you.