Every Carnell gown is created with exceptional care and attention to detail. Because of the handcrafted nature of our collections, we encourage every client to review our refund policy before placing an order.
At Carnell, every gown is thoughtfully crafted with exceptional attention to detail and the highest standards of quality.
As many of our pieces are handcrafted or made especially for each client, we maintain a carefully designed Refund Policy to ensure fairness while preserving the integrity of every creation.
Order Inspection
For orders delivered within Egypt, we kindly ask customers to inspect their order while the courier is present.
If you decide not to accept the item, it must be returned immediately with the courier at the time of delivery.
Once the courier has left and the order has been accepted, the order will be considered received in satisfactory condition.
Refund Eligibility
A refund may only be considered in the following circumstances:
- The item is rejected during delivery while the courier is present.
- The returned item is received in its original condition and successfully passes our quality inspection.
- The order contains a verified manufacturing defect.
Once approved, eligible refunds will be processed using the original payment method.
Custom-Made & Couture Orders
Every custom-made and couture gown is created exclusively for the individual client.
For this reason, these orders are non-refundable and non-exchangeable once production has started, except in the unlikely event of a confirmed manufacturing defect.
Product Condition
To qualify for any approved return or refund, the item must:
- Be unworn and unused.
- Include all original tags.
- Be returned in its original packaging.
- Be free from perfumes, stains, alterations, or any signs of wear.
Items that do not meet these conditions cannot be accepted.
Manufacturing Defects
If you believe your order has a manufacturing defect, please notify us immediately upon delivery.
Our team will carefully inspect the item, and if the issue is confirmed to be a manufacturing defect, we will provide the appropriate solution, which may include repair, replacement, or a refund where applicable.
Non-Refundable Cases
Refunds cannot be issued for:
- Custom-made or personalized gowns.
- Orders accepted after the courier has left.
- Damage caused by improper use, storage, or cleaning.
- Normal variations in color due to screen settings or photography.
- Minor handcrafted variations that reflect the unique nature of artisan production.
Need Assistance?
If you have any questions regarding your order or this Refund Policy, our team is always happy to assist.
Carnell
📍 Zayed Beverly Hills, 6 October City, Egypt
📞 +20 10 4119 1405
🕒 Sunday – Thursday | 1:00 PM – 9:00 PM