What size school bag should I choose for my child?

At Caramel & cie we have 3 different sizes:

The Mini schoolbag (32cm) – recommended for nursery school, ideal for a child between 1m and 1m 20 tall. It can hold at least 1 24x32 notebook + a pencil case, a comforter and a small snack.

The MM school bag (38cm) – recommended for the first years of primary school, between CP and CE2 or for a height between 1.10m and 1.30m. This school bag can hold at least one binder and two pencil cases.

The GM schoolbag (41cm) – recommended for slightly taller children, between CM1 and CM2 or with a height between 1.28m and 1.60m. This schoolbag can hold two large binders and two pencil cases.

All our products are waterproof and washable on the surface, both inside and out, with a slightly soapy damp sponge.

Machine washing is strongly discouraged. For more information, you can refer to the inside label of your school bag.

Are Caramel & cie school bags water resistant?

All Caramel & cie school bags are made of water-repellent fabric, making them even easier to clean.

How do I use my discount voucher?

Got a promotional code and don't know how to use it? It's simple: simply enter the code you received in the box provided under your order summary at the end of your purchase.

Why is my order in “payment error” status?

If you live abroad, there may have been an error during the currency conversion but the payment still went through,

In any case, contact us at the following address so that we can resolve the problem: contact@carameletcie.fr

I made a mistake in my order, can I cancel or change it?

This depends on the progress of your order. If your order is already in the "In preparation" status, we cannot modify it.

Orders are automatically sent to our logistics department and prepared every day (except weekends and public holidays) at 6 a.m. and noon. Your order can therefore be modified/cancelled if you notify us in the morning for an order placed after 6 a.m. and in the afternoon before 6 p.m. for an order placed from noon.

You can send us your request to the following address: contact@carameletcie.fr

What are the delivery times?

Your order will be shipped within 24 hours, Monday to Friday. If it is placed before noon, it will be processed and shipped the same day.
Any order placed after Friday 12pm will be shipped on Monday morning.

With Colissimo without signature, the indicative delivery time is 48 hours from the date your package is dispatched.

With Mondial Relay, the indicative delivery time is 3 to 5 working days from the date your package is dispatched.

With TNT, you benefit from express delivery with delivery within 24 hours from the date your package is shipped.

What are your carrier choices?

For France:

Colissimo without signature

Your package will be delivered to you in person or delivered to your mailbox. If it is too large for delivery to your mailbox, it will be made available to you at your local post office. You have 10 business days from the date your package arrives at the post office to collect it. After this period, it will be returned to the sender. In all cases, you will be notified by email 24 hours before your package is delivered.

Mondial Relay

With Mondial Relay, you can choose from 40,000 local businesses on their DPD network, close to your home, workplace or vacation spot, to which you wish to have your package delivered. You will be informed of the availability of your package by email which will allow you to come and collect it within 10 working days, from November 2022 , you only have 7 days to collect your package. After this period, your package will be returned to the sender.

TNT, for express delivery of your package, if the order is placed before 12 p.m. on working days.

For international:

Colissimo International for a period of 3-4 working days

Mondial Relay for Belgium, Spain and Luxembourg, there is a delay of 4-5 working days.

Tip: Combine your purchases into a single order. We cannot combine two separate orders, and you will be responsible for shipping costs for each order.

How can I return an item purchased on the site?

You have a legal period of 14 days from receipt of the goods to notify us of your intention to return the product and the reason for the return.

You can contact us using the contact form or by email at contact@carameletcie.fr

Our customer service will tell you how to proceed.

Upon receipt of the return authorization email (with or without a prepaid voucher, depending on the conditions listed below), you can return the desired products, in their original packaging, accompanied by the invoice, to the address indicated below.

Caramel & cie
21, rue Michel le Comte
75003 Paris

What are the conditions?

Caramel & cie will cover the return costs for products with an obvious defect or if there was an error in sending the product only for Metropolitan France.

If your request does not concern these cases, the return of the goods to our services will be at your expense, whether it concerns a request for exchange of products or a refund.

For products purchased directly in store or on another site, return to our reseller with the product or a photo of it highlighting the defect.

For your information, you will always be asked for a receipt or invoice.

What are the reimbursement terms?

Upon receipt of your package and validation by our services, according to your wishes, the product will be refunded to you by credit card or PayPal. It is also possible to request a credit note from the store (for the amount of your return valid for 6 months). The refund is due within a maximum period of 30 days . In the event of exercising the right of withdrawal, Caramel & cie undertakes to refund the sums paid by the customer without charge with the exception of return costs.

Can I request a refund of my credit?

You can request a refund of your credit note at any time during its validity period. Caramel & cie undertakes to reimburse you by re-crediting your bank account within a maximum of 30 days from the registration of your return in our stock . The refund is made according to the payment method used when you placed your order.

Orders paid by credit card will be refunded by re-crediting the same credit card. Orders paid by PayPal will be refunded by PayPal.

Where is my order?

You can track the progress 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 progress of your delivery, you can also contact Caramel & Cie customer service at contact@carameletcie.fr

My order is declared as delivered but I haven't received anything, what should I do?

First, check whether it has been collected by a neighbor, the caretaker of your building or deposited at the nearest post office.

If you still don't have it after conducting your neighborhood survey, you can contact us at contact@carameletcie.fr and we will do our best to help you.

I have not received the product I ordered, what should I do?

This is likely a preparation error. Please let us know your request at contact@carameletcie.fr , including a photo of the product received and your order number.

My product is defective, what should I do?

Please send us two photos of the defect from different angles, along with proof of payment and/or your order number, by email to the following address: contact@carameletcie.fr

Once your request has been processed, we will send you the procedure to follow.

In the event of a return, we will send you a document that must be completed and included with your package. No return can be processed without this document.

For products purchased directly in-store or from another website, please return the product or a photo of it highlighting the defect to our retailer. For your information, you will always be asked for a receipt or invoice.

Are Caramel & cie products guaranteed?

Yes, all our products come with a 2-year warranty 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 sent to contact@carameletcie.fr along with proof of purchase/payment and a photo of the defect.

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 report it to us immediately .

We also cannot be held responsible for any losses, damages or costs resulting from the use or loss of our products. Please note that general wear and tear, including but not limited to fading of colors and materials over time, is not considered a defect in material or workmanship and is therefore not covered by our warranties.

How can I order a spare part?

Has your child lost a buckle or is the handle starting to wear out? Caramel & Cie provides you with replacement fasteners, buckles, and handles free of charge.

To do this, simply send us an email with a photo of the part to be changed and your full contact details and we will process your request as quickly as possible.

Where and how are Caramel & cie school bags made?

The seamstresses and leatherworkers who make our schoolbags work in a small factory in China, run by a Frenchman and certified by the BSCI (National Standards Committee). These artisans, who are also parents, enjoy compassionate and supportive working conditions that allow them to continue their family lives and afford to send their children to school.

Become a Reseller

Are you 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 sales@carameletcie.fr , specify your contact details (name of the manager, email and postal address, telephone number) as well as your type of activity.