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Refund & Returns Policy

Last updated 12 August 2026

All sales are final. CARACAL does not accept returns, exchanges or refunds for change of mind, including for fit, sizing, colour or style. Please choose carefully and check the size guide before ordering — we are glad to answer any question about a piece before you buy.

No returns, exchanges or refunds

Once an order is placed we cannot accept it back, and no refund or credit is given. Change of mind is at the buyer's cost. This applies to all products, and specifically covers:

We are a small label shipping from Nairobi, often internationally. Return freight regularly costs more than the piece itself, and a returned pair of pole heels cannot be sold again. Keeping sales final is what lets us hold our prices where they are.

Before you order

Because sales are final, please take a moment first. Check the size guide on the product page, and message us if you are between sizes or unsure how a style runs — we would much rather answer questions beforehand than have you disappointed. We can send extra photographs, measurements or details of a piece on request.

Serious defects

The single exception is a serious defect: a manufacturing fault present on arrival that makes the piece unwearable or unsafe to wear, or an order where the wrong item was sent. For example a heel separating from the sole, a platform splitting, a broken or missing buckle or strap fitting on arrival, or a bodysuit delivered with a torn seam.

Where a serious defect is confirmed, we issue store credit for the price paid for that item. A replacement may be offered instead at our discretion where we still hold the piece. No cash refund is given.

To claim:

  1. Message us within 48 hours of delivery.
  2. Send clear photographs of the item, the defect and the outer packaging. Claims made after 48 hours, or without photographs, cannot be assessed.
  3. We assess the photographs and confirm the outcome. Our assessment of whether a defect is serious is final.

You do not need to send anything back to us. These claims are settled from your photographs. Please keep the item and its packaging until the claim is closed.

Not treated as a serious defect: minor variation in colour, finish, rhinestone placement or platform height, which is normal in handmade and small-batch footwear; a loose or missing rhinestone; light cosmetic marks; differences between a screen and the piece in person; damage to the outer box where the item itself is sound; and any wear from use, including scuffing to soles and platforms, which happens quickly with pole footwear. Fit and sizing are never a defect.

Custom orders

Custom and made-to-order pieces can be cancelled for a full refund at any point before production begins. Once production has started the order is final and cannot be cancelled or credited, because the piece is made to your specification and cannot be resold. We confirm the date production starts when we accept your custom order.

Cancelling before dispatch

In-stock orders can be cancelled for a full refund at any time before dispatch — message us as soon as possible and we will stop the order if it has not yet gone out. Once an order has been dispatched it cannot be cancelled, returned or refunded.

How refunds are paid

Where a refund is due under this policy — a cancellation before dispatch, or a custom order cancelled before production — it is returned to the original payment method through Paystack, our payment processor, in Kenyan shillings for the amount originally charged. Once submitted, refunds typically reach your account within 5–10 business days, depending on your bank or card issuer.

If you paid in a currency other than Kenyan shillings, your bank applies its own exchange rate to the refund, so the amount you receive may differ slightly from the amount you paid. That difference is set by your bank, not by us.

Store credit

Store credit issued under this policy is valid for 12 months from the date of issue, can be used against any order, and cannot be exchanged for cash.

Refused and undeliverable parcels

If a parcel is refused at delivery, abandoned at customs, or returned to us because the address was incomplete or nobody was available to receive it, we will contact you. Shipping already spent on a delivery that was correctly attempted is not refundable, and any return or customs charges billed to us are deducted from any credit we are able to issue. Unpaid import duties are the recipient's responsibility, as set out in our Shipping Policy.

Your statutory rights

Nothing in this policy limits your rights under the Consumer Protection Act, 2012 or any other applicable law of Kenya, including your rights in respect of goods that are defective or not as described.

Contact

Questions before you order, or a problem with a delivery — please reach out, we answer quickly:

CARACAL · Nairobi, Kenya

See also: Shipping Policy