About Us
Do you have a warranty?
Under our warranty, you never have to worry! This means that for 2 years from the date of purchase, we’ll take care of your product if any damage to the material or the workmanship of the jewelry occurs.
We work with top manufacturers to create handcrafted, responsibly sourced pieces that are made to last. We’re confident in the quality of our product hence the 2-year coverage. This also means that the warranty does not cover lost items, scratches that come with normal wear and tear (like a bent ring or broken chain), improper use or storage of your product, and any modification to your product done by a third party outside of Carioca.
Contact us here.
Important
1. We do not recommend having our products worked on by outside jewellers as this voids any potential for refund or replacement (should a defect develop due to their work). This includes resizing or any type of repair work.
2. Please note that in order for us to continue improving, we may require any defective piece to be sent back to us for inspection and quality auditing.
3. Promotional products may be excluded from our warranty policy.
What is the return policy?
Please see the return guidelines listed below to see if purchased items are eligible for a return. We offer free 30-day returns for all customers. Shipping fees are non-refundable. Please note that a return shipping fee of $20 is charged for returns shipped from the EU and $30 for all other countries.
These return shipping fees are deducted from the refund amount. The return window starts from the day the shipment is delivered/picked up.
To qualify for a return:
- Items must be in their original condition without signs of wear or damage;
- Items returned by mail must be in all original packaging (tags, box, and pouch included);
- No individual item of a set can be returned for refund, store credit and/or size exchange, and must be returned as a complete set.
All below items are non-returnable:
- Gift cards
How can I track my order?
Have an account?
Great! Login and head over to your account and select "My Orders" to review your order status. Once your order is packed and ready to ship, you’ll receive a tracking number via email so you can keep an eye on its activity while it makes its way to you.
Don't have an account?
No worries! You can still create an account now using the same email address used to place the order and it will appear under "My Orders". Tracking numbers are automatically sent as soon as your order is packed! Once the courier picks up the package and scans it into the system, the tracking number can be used to see the information about your order. This may take a couple hours and if the order was packed on the weekend, it will be updated next available business day!
Can I cancel or update my order?
As our team works hard to get your order dispatched as quickly as possible, we cannot guarantee we will be able to cancel or update your order upon request. Please reach out to our team here and we will do our best to support you.
Orders & Shipping
What are the shipping fees and delivery timeline?
- Shipping timelines indicated below, are approximate. This does not include weekends, holidays or any unforeseeable delays with the courier (weather, volume, traffic, etc).
- Your order may be split if the estimated dispatch dates are more than 7 days apart (Canada and US only).
- The shipping fee is charged based on the subtotal before taxes and discounts, and is non-refundable.
- Deliveries outside of the US, Canada, Australia, United Kingdom and Germany may be subject to additional custom duties and service fees. Please note that Carioca does not have any control over them and cannot advise as to what the cost will be. For more information, please contact your local customs office. Carioca is not able to reimburse you for duties and taxes paid upon delivery.
Shipping timelines indicated below do not include processing times for your order. For the most accurate delivery date estimates, please refer to the shipping timeline at checkout.
