Frequently Asked Questions
Which size should I choose for my child?
Caramel & Cie offers 3 different sizes:
- The Mini Schoolbag (32cm) - recommended for kindergarten, it can contain a 24x32 notebook + two pencil cases
- The Medium Schoolbag (38cm) - recommended for the first years of primary school. This schoolbag can contain a folder, notebooks, two pencil cases and a snack.
- The Large Schoolbag (41cm) - recommended for slightly older children.This schoolbag can carry two folders, notebooks, two pencil cases and a snack.
For the smaller ones we offer two sizes:
- The kindergarden backpack, used to go to school, the park or the pool, can contain a teddy bear, a change and a snack.
- The kindergarden schoolbag, large enough to carry a teddy bear, a change, a small snack and an A4 notebook (21x29,7).
How do I clean my Caramel & Cie schoolbag?
All our products are water repellent and washable on the surface, both inside and out, with a wet, slightly soapy sponge.
Machine washing is strongly discouraged. For more information, you can refer to the inside label of your schoolbag.
How do I use my voucher?
You have a promotional code and don't know how to use it? It's simple, just enter the code you received in the box underneath the summary of your order at the end of your purchases.
Why is my order in " Error of Payment " status?
If you live abroad and don’t use Euros, there could have been an error when converting currencies, but the payment may still have been made,
Anyway, contact us at the following address so we can solve the problem: email@example.com
I made a mistake when I placed my order, can I cancel or change it?
It depends on the status of your order. If your order is already under the status "In preparation", we can no longer cancel it.
Orders are automatically sent to our logistics department and prepared every day (except weekends and public holidays) at 6am and noon. Your order can therefore be modified/cancelled if you inform us before 12pm for an order placed after 6am and in the afternoon before 6pm, for an order placed from noon onwards.
You can send us your request to the following address: firstname.lastname@example.org
What are the delivery times?
Your order is shipped within 24 hours from Monday to Friday. If it is passed before noon, then it will be processed and shipped within the day.
Any order placed after Friday 2pm will be shipped on Monday morning.
- With Colissimo without signature the indicative delivery time is 48 hours from the date of shipment of your package.
- With Mondial Relay the indicative delivery time is 3 to 4 working days from the date of shipment of your package.
- With TNT, you benefit from an express delivery with a delivery in 24 hours from the date of shipment of your package.
- Colissimo International for a time frame of 3-4 working days from the date of shipment of your package.
- Mondial Relay for Belgium, Spain and Luxembourg in 3 to 6 days from the date of shipment of your package.
What are your choices of shipping companies?
For France :
- Colissimo without signature
Your package is delivered to you personally or in your mailbox. If its size does not allow it to be delivered to a mailbox, it will be made available to you at the post office to which you are attached. You have 10 working days from the arrival of your package at the post office to pick it up. After this period, it will be returned to the sender. In any case, you will be informed by email 24 hours before the delivery of your package.
- Mondial Relay
With Mondial Relay, you can choose from 40,000 local shops on their DPD network, close to your home, workplace or holiday destination, where you want to be delivered. You will be informed of the availability of your package by email which will allow you to pick it up within 10 working days. After this period, your package will be returned to the sender.
- TNT for an express delivery of your package
- Colissimo International for a delay of 3-4 working days
- Mondial Relay for Belgium, Spain and Luxembourg
Tip : Group your purchases into a single order. We cannot group two separate orders and you will have to pay shipping costs for each of them.
What are the return conditions?
Caramel et Cie will bear the return shipping costs related to products with an obvious defect or if there has been an error in the shipment of the product.
If your request does not concern these cases, you will be responsible for returning the goods to our services, whether it concerns a request for an exchange of products or a refund.
For products purchased directly from a store or another website, please contact our retailer with the product or a picture of it highlighting the defect.
For information, you will systematically be asked for the receipt or an invoice.
How do I return an item purchased on the website?
You have a legal period of 14 days from the reception of the goods to inform us of your intention of returning the product to us and the reason for the return.
You can contact us by using the contact form or by email at email@example.com
Our customer service department will advise you on how to proceed.
As soon as you receive the return authorization e-mail (with or without a prepaid voucher, according to the conditions previously mentioned), you can return the desired products, in their original packaging, along with the invoice, to the address indicated below.
Caramel et Cie
ZI DES TOURELLES
4 Allée des Tanneurs
72800 LE LUDE
What are the refund terms?
Upon receipt of your package, validation by our services and according to your wishes, the product will be refunded to you by credit card or PayPal payment.
It is also possible to request a voucher on the shop (for your return valid for 6 months). The refund is to be paid within a maximum of 30 days. In the event of exercise of the right of withdrawal, Caramel et Cie commits to refund the sums paid by the customer free of charge, except for return shipping costs.
Can I request a refund of my voucher?
You can request a refund of your voucher at any time during its validity date. Caramel & Cie undertakes to refund you by re-crediting your bank account within a maximum of 30 days from the date of registration of your return in our stock. The refund is made according to the payment method used when you place your order.
Orders paid by credit card will be refunded by re-credit of the same credit card. Orders paid for by PayPal will be refunded by PayPal.
Where is my order?
You can track the status of your order at any time by logging into your customer area.
To do this, simply go to the "my orders" tab to track the progress of your package.
For any questions regarding the advancement of your delivery you can also contact the customer service at firstname.lastname@example.org
My order is declared as delivered but I have not received anything, what do I do?
First, check to see if it has not been picked up by a neighbor, the caretaker of your building or dropped off at the nearest post office.
If you still do not have it after conducting your own research, you can contact us at email@example.com and we will do our best to help you.
I did not receive the product I ordered, what should I do?
This is probably a mispreparation. Send us your request at firstname.lastname@example.org with a photo of the product received and your order number
My product is damaged, what can I do?
Please send us two photos of the defect from different angles as well as proof of payment and/or your order number by email to the following address: email@example.com
We will process your request as soon as possible.
For products purchased directly from a store or another website, please contact our retailer with the product or a picture of it highlighting the defect. For information, you will systematically be asked for the receipt or an invoice.
Are Caramel & Cie products guaranteed?
Yes, all our products are guaranteed for a period of 2 years from the date of purchase.
If you discover a material or manufacturing defect, we will replace or repair the item at our expense. Warranty claims must be accompanied by proof of purchase/payment.
Caramel & Cie. warranties do not cover misuse, negligence, accidents, abrasion, solvents, cleaning fluids, damage during transport or any modification made to a Caramel & Cie. item. If your product has been damaged during transport or by a carrier, you must immediately notify us.
Nor can we be held liable for any loss, damage or costs resulting from the use or loss of our products. Please note that general deterioration, including, but not limited to, degradation of colors and materials over time, is not considered a material or manufacturing defect and is therefore not covered by our warranties.
Can I order a single component?
Your child has lost a buckle, or the handle is starting to get damaged? Caramel & Cie provides you with free replacement fasteners, buckles and handles.
To do this, simply send us an email with a photo of the part to be changed and your full contact details. We will process your order as soon as possible.
Where and how are Caramel & Cie schoolbags made?
The seamstresses and leather makers who manufacture our school bags work in independent workshops and family businesses in Vietnam as well as in a small factory in China. Also parents, these craftsmen have human and supportive working conditions, which allow them to pursue their family life and have the means to send their children to school.
Become a Retailer
You are a professional and would like to become one of our partners?
Thank you for your interest in our brand.
Introduce your business to our team at firstname.lastname@example.org, specify your contact details (name of the person in charge, e-mail and postal address, telephone) and your type of activity.