FAQ
At Caracol, we want shopping to be as enjoyable as wearing our designs. Here you'll find answers to the most frequently asked questions about your orders, shipping, returns and caring for your favourite jewellery and accessories. Have another question? Our team is always happy to help.
Shipping and delivery times
What are your delivery times?
Your order is processed within 3 business days before being handed over to our carrier. Transit time then varies by region; please allow a few additional business days to receive it.
How much does shipping cost?
Shipping is free on all orders of $75 or more. For orders under $75, a $10 shipping fee applies.
Can I track my order?
Yes. As soon as your order ships, you'll receive a confirmation email with a tracking number so you can follow your package all the way to your door, including an estimated delivery date.
Do you ship internationally?
We currently ship to Canada and the United States. Any customs duties and local taxes that apply to shipments to the United States are the customer's responsibility.
Returns and exchanges
What is your return policy?
You have 30 days from your order date to return an item. It must be unworn, undamaged and returned in its original packaging with all tags still attached. Return shipping is on us. A prepaid return label is available in the "Returns and exchanges" section of our website.
Can I exchange an item?
Because we can't guarantee an item will always be available, we don't offer exchanges. Instead, please return the item and place a new order for the piece you'd like.
When will I receive my refund?
Once your return has been received and inspected, your refund is issued to your original payment method within 1 to 3 business days.
Are sale or clearance items refundable?
No. Sale and clearance items are final sale and can't be returned or exchanged.
Products, materials and care
What is your jewellery made of?
Our fashion jewellery collections are made with a nickel-free, lead-free and cadmium-free alloy. We also offer a collection made entirely of stainless steel. The exact material of each piece is always listed on its product page.
How do I care for my Caracol jewellery?
To keep your jewellery shining, avoid contact with water, perfume and household cleaners. Store pieces away from direct light, ideally in individual pouches, to prevent scratches.
How do I care for my vegan leather bags and accessories?
Clean them with a soft, dry cloth. Avoid prolonged exposure to sunlight and moisture, which could damage them.
Are your products guaranteed?
Yes. All our jewellery and accessories are covered by a 3-month warranty against manufacturing defects. This warranty doesn't cover normal wear and tear or accidental damage.
Orders and payment
What payment methods do you accept?
We accept Visa, Mastercard, American Express, PayPal, Apple Pay and Shop Pay.
Can I change or cancel my order after placing it?
Contact us as soon as possible at info@caracol.ca. If your order hasn't been processed yet, we'll do our best to update or cancel it.
Do you offer gift cards?
Yes. Our e-gift cards are available in several amounts and are delivered by email — an easy way to give Caracol and get it right every time.
How can I reach you with another question?
Our team is available at info@caracol.ca or by phone at 1-866-622-7226, Monday to Friday, 8 a.m. to 4 p.m.
Contact us
Can't find the answer you're looking for?
Our customer experience team will be happy to help.
Email: info@caracol.ca
Phone: 1-866-622-7226
Hours: Monday to Friday, 8 a.m. to 4 p.m.