Shipping & Returns

Orders

All orders are subject to acceptance and availability, and items in your shopping basket are not reserved and may be purchased by other customers.
 Carolina DeSouza offers products for sale that are in stock and available for dispatch from our studio. Occasionally however, we may be waiting for shipments from our workshop. This will ensure that you receive this item in priority once stock has been delivered to Carolina DeSouza. Please be aware that we may be unable to deliver merchandise due to production problems or quality check issues identified when we receive an order into stock. In these circumstances we will notify you by email and refund the order to your credit/debit card within thirty days of being advised that merchandise has become unavailable.

Acceptance of your order

Once you have made your choice and your order has been placed, you will receive an email acknowledging the details of your order. This email is not an acceptance of your order, just a confirmation that we have received it.
unless you cancel your order, acceptance of your order will be perfected upon completion of the packing of your order. Completion of the contract between you and Carolina DeSouza will be perfected when we dispatch the goods to you at which time you will receive a second email containing you tracking number, and confirming that your order has been dispatched.

We reserve the right not to accept your order in the event, for example, that we are unable to obtain authorization for payment, that shipping restrictions apply to a particular item, that the item ordered is out of stock or does not satisfy our quality control standards and is withdrawn, or that you do not meet the eligibility criteria set-out within the terms and conditions.

Payment

Payment can be made by Visa, MasterCard, American Express, Discover, Diners and JCB. You can also choose to pay with Apple Pay, PayPal and Amazon. When selecting this option at checkout, you will be directed to the paypal or amazon site to ‘log in’ and review the amount shown before clicking ‘pay now’. Once this transaction is complete, you will then return to Carolina DeSouza. Payment will be debited and cleared from your account. You confirm that the credit/debit card that is being used is yours or that you have been specifically authorized by the owner of the credit/debit card to use it. All credit/debit card holders are subject to validation checks and authorization by the card issuer. 
If the issuer of your credit/debit card refuses to authorize payment to Carolina DeSouza, we will not be liable for any delay or non-delivery. Occasionally, high demand causes us to run out of certain items. If we don’t have an item that you have ordered in stock, we’ll notify you by email immediately.
sometimes, an item is out of stock and not expected to come back in stock, so we must cancel the item. In this case, if you paid with a credit/debit card, we will not charge you for the item or any taxes, shipping or handling charges.

Packaging

Gift wrapping is complimentary. All items are carefully wrapped.

Shipping

All packages are shipped via UPS ground, 2-day or express overnight (please make selection at checkout) unless otherwise specified. Most orders ship within 2-5 business days, however some may take additional time as each piece is made-to-order.

Insurance and delivery

Upon placing your order, please ensure that your shipping address is correct as we cannot reroute after an order has been dispatched from our studio.

Please note, that if no signature is collected, you agree to our terms and conditions and, confirm Carolina DeSouza can leave your package(s) outside the premises at the shipping address provided by you without obtaining a signature for proof of delivery. You authorize Carolina DeSouza to leave the package(s) at the shipping address without obtaining a signature and release and indemnify Carolina DeSouza from liability for any loss or damage that may result from leaving the package(s) at your shipping address without obtaining a signature.

Delivery times appearing on the site are estimates and are to be used as a guide only and commence from the date of dispatch. Carolina DeSouza is not responsible for any delays caused by destination customs clearance processes.

If delivery is delayed by any event outside of our control, we will contact you as soon as possible to let you know and we will take steps to minimize the effect of the delay. Provided we do this, we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to cancel your order and we will give you a refund for any goods you have paid for but not received.

For international orders, please note Carolina DeSouza is not responsible for any taxes, duties, and freight charges. Any custom fees will be charged to the recipient.

Returns and exchanges

We accept exchanges within 7 days of product receipt. Our artisans handmake each item for the customer and we cannot accept returns. Exchanges can be made for store credit. Please email carolina@carolinadesouza.com for exchanges.

Sale

All sale items are final sale.

Custom orders

All custom orders are final sale.

Fine jewelry & special orders

Most are one-of-a-kind and therefore non-refundable.

Trunk show purchases

Only refundable in the form of store credit minus the fees paid to a particular charity.

Repair policy

We will complimentary repair any fine jewelry item purchased within 6 months through carolinadesouza.com or proof of receipt from a trunk show. Any items over the 6 month limit, will be charged $25.00 an hour for labor and material costs. We do not support products that have been purchased from a non-authorized Carolina DeSouza retailer.

Suggestions to keep your jewelry in optimal condition

Keep the products in the original bag to avoid scratching

Do not use chemical products to clean your jewels.

Put on jewels after dressing and remove before exercise, taking a shower, or going to the beach.

To avoid discoloration, keep your jewels away from perfume, lotions, cosmetics and seawater.