FAQ

We will be extending our return window for the holiday season! If you purchase an item between 11/21/2024-12/31/2024, you will have until 1/31/2025 to request a return or exchange. Please note items must be in their original, unused condition with tags attached in order to be accepted for return.

Items marked “FINAL SALE” on the product page, during checkout, and in your order confirmation email will not be eligible for return or exchange, no exceptions.

Please email [email protected] if you need assistance requesting a return.

We guarantee delivery by Christmas Eve for ground shipping orders placed on or before 12/12/2024 to be shipped to a US address. Please note that if your order is placed after 12/12 or if the item you ordered is on preorder, we are not able to guarantee delivery by Christmas Eve. Caraa is not responsible for any delays experienced by carriers.

All preorders (masks, handbags + accessories) will be charged at during checkout. If you'd like to modify or cancel a preorder prior to its specified ship date please email [email protected]. Please note preorder dates are estimated and subject to change.

Please note we work to process and ship your order quickly and therefore we have a small window to work with for cancellations. We will try our best to fulfill your request, but we cannot cancellations and changes to orders are not guaranteed. To update or cancel an order, please email [email protected] as soon as possible.

Yes, we offer 25% off when you order 20 units or more when placed through our request form. Approved requests will enjoy 25% off retail pricing. Customer can mix and match SKUs and is liable for shipping charges. All sales final.

Only one discount code can be applied per order, no exceptions.

You can create a customer account here. Once you create an account, your order history and account information will populate so long as your order(s) were placed with that same email address. Please note placing an order does not immediately create an account.

Zip allowed you to split your purchase into 4 interest-free, bi-weekly payments.

All Caraa products are made with the highest quality materials and care. Your satisfaction is very important to us, and we will do our best to repair any and all manufacturing defects in as timely a period as possible.

Manufacturing defects are assessed on a case by case basis with valid proof of purchase from caraasport.com or one of our authorized retailers. Faults presented within the first year of use will be considered and addressed as soon as possible. Normal wear + tear, abrasion, discoloration, and+or contamination of materials due to use are not qualified for guarantee. We reserve the right to charge processing fees for replacement or repair.

Caraa product guarantee is valid for one year after purchase date.

Caraa goods are made with various types of luxury fabrics and leathers.

All nylons, spacer mesh, and rPET recycled fabric can be cleaned with mild neutral soap mixed with warm water and a clean microfiber cloth.

All Baby styles in Coated Cotton, Baby Bag in Black, Baby Changing Kit in Black, all Athena styles, and Mask Pouches can either be machine washed in cold water and laid flat to air dry or spot cleaned with mild neutral soap mixed with warm water.

Leather can be cleaned and restored with standard fabric cleaner, leather cleaner, and moisturizer sets. For specific questions regarding leather care please contact your local leather goods repair shop or email us at [email protected].

For a visual sizing guide on select collections see our size guide here.

An order confirmation email will be sent to the email you provide at checkout once your order is successfully placed.

Orders placed on caraa.co are processed and shipped pending item availability. If your item becomes unavailable during the processing time, we will reach out to you and fully refund your original method of payment.

We will send you tracking information as soon as your order ships so you may follow it along as it makes its way to you. Orders are processed for shipping within 1-2 business days. Please note that if you place a preorder you will not receive shipping information until your preorder’s estimated ship date. If you have any additional questions on the status of your order, please email [email protected].

Please email [email protected] within 24 hours with your order number and discount code. We are systematically unable to retroactively apply discount codes more than 24 hours after orders are placed, no exceptions.

Please email [email protected] with your order number and correct shipping address as soon as possible and we will try our best to update your information. As we work fast to fulfill orders, address modifications are not guaranteed.

Caraa.co accepts most major credit cards such as Visa, Mastercard, American Express, Discover, Elo, JCB, and UnionPay. We also accept Paypal and Zip installment payments.

We do not offer gift wrapping, gift messages, or gift receipts at this time. If a gift recipient needs assistance with a return, they may request a gift return through our returns portal by providing their Caraa.co order number and shipping address zip code.

We do! You may purchase a gift card here Please note our gift cards are digital and are delivered via email with instructions on how to redeem.

If for any reason you are unhappy with your order, you may request a return or exchange within 21 days of the order delivery date for unused items in original condition only.

All returns are subject to a $14 restocking fee that is deducted from your refund total, no exceptions. Should you wish to exchange, the restocking fee is waived but please note shipping fees are non-refundable. We are not responsible for any personal item(s) left in the products that are returned to us.

Please note if an item is returned missing components such as straps, dust bags, shoe bags, etc; or if your item is returned to us with visible signs of wear or unreported damage, we reserve the right to deny your return for a refund and ship the item back to you.

To return an item, please visit Here and provide your order number and shipping zip code to get started. For gift returns, please click Here.

Please visit Here, provide your order number, zip code, select the product you would like to return, and provide a reason for return. You will then be prompted to choose to receive a refund or use the “Shop Now” feature, where you can use the credit from the item you are returning to purchase a new item.

If an item is of lesser value, you may choose to be refunded to your original method of payment or a Caraa gift card for the difference. If an exchange item is greater in value than the returned item, you will need to submit payment information to request the exchange.

We are systematically able to request only one exchange per order. If your exchanged item does not work out, you may request a return for a refund and place a new order.

Please note exchanges take up to 10 business days to process at our warehouse as the returned item must be processed before your new item is shipped.

Your refund will be issued to your original method of payment or gift card within 10 business days of your return being delivered to us. We are unable to expedite refunds. If you have not received your refund within 10 business days, please contact [email protected].

Items marked as “final sale” and “sample” are not eligible for return or exchange. No exceptions.

We are unable to process returns or exchanges for international returns at this time. We apologize for the inconvenience.

We are proud to ship globally and we offer free standard shipping to the 48 contiguous US states.

When available, expedited shipping can be selected during checkout + will be included in final purchase cost.

We strive to ship all orders placed before 12:00PM (ET) within 2 business days, regardless of shipping speed selected, unless the item is on preorder. Preorder items will ship on the date specified on the collection, product, and cart pages. Processing times do not include weekends or federal holidays.

We strongly encourage you to double-check your shipping address prior to placing your order. We are not liable for incorrectly entered addresses.

Once your order is placed, you will receive an order confirmation email from us. If your order process has begun, we will not be able to make any adjustments to your order. You will receive a shipping confirmation email with your tracking number once your order has been shipped.

INTERNATIONAL FLAT RATES

Hawaii, Alaska + US Territories ++ $30 | Canada ++ $45 | Central & South America ++ $50 | Asia ++ $70 | Europe and UK ++ $65 | Middle East and Africa ++ $65 | Oceania ++ $65

International shipping does not include duties or taxes. Customers are responsible for any customs fees, duties, or taxes that may apply upon delivery. For multiple item orders we reserve the right to adjust aforementioned flat rates prior to shipment in accordance with order size.

We accept returns or exchanges on any product (excluding vaqueta, croco, + last chance) in absolutely new + unused condition with all straps and components included within 21 days of shipment. All returns are charged a flat $14 shipping fee upon refund (this does not apply to exchanges or store credit).

Living abroad or in US territories? We're unable to provide shipping labels for international returns at this time. Any shipping costs, duties or taxes collected upon delivery will be nonrefundable.

We will not accept any items that look used or worn or are missing components like dust bag, shoe bag, etc.. This is up to our discretion. If your return is not accepted you will be notified + it will be returned back to you. We are not responsible for any personal item(s) left in products when sent back to us.

In the event of a manufacturing defect email us within 48 hours of receiving your order. Please include your name, order no./place of purchase + photo if applicable.

VAQUETA

Vaqueta sales are final. We strongly encourage you to email us at [email protected] with any questions or concerns prior to purchase. In the event of manufacturing defect email us within 48 hours of receiving your order.

CROCO

Croco sales are final. We strongly encourage you to email us at [email protected] with any questions or concerns prior to purchase. In the event of manufacturing defect email us within 48 hours of receiving your order.

FINAL SALE

Final Sale items and promotions are final. We strongly encourage you to email us at [email protected] with any questions or concerns prior to purchase. In the event of manufacturing defect email us within 48 hours of receiving your order processing times do not include weekends or federal holidays.

We strive to ship all orders placed before 12:00PM (ET) within 2 business days, unless the item is on preorder. Preorder items will ship on or after the date specified on the product webpage, checkout, and order confirmation emails. Order processing times do not include weekends or federal holidays.

Hawaii, Alaska + US Territories ++ $30 | Canada ++ $45 | Central & South America ++ $50 | Asia + $70 | Europe and UK ++ $65 | Middle East and Africa ++ $65 | Oceania ++ $65

International shipping does not include duties or taxes. Customers are responsible for any customs fees, duties, or taxes that may apply upon delivery. For multiple item orders we reserve the right to adjust aforementioned flat rates prior to shipment in accordance with order size.

We will send you tracking information via email as soon as your order ships. For any issues regarding tracking your order, please contact [email protected].

We strongly recommend checking with other household members or neighbors in your area in case someone has accepted the package on your behalf. If you are unable to locate your package, please reach out [email protected].

We will reach out to the carrier on your behalf to file a lost package claim. Should a claim not be approved, Caraa will not be able to issue a refund or replacement for the order. Please note we are able to issue refunds only for accepted lost package claims for the claim amount approved by the carrier.

Yes, we ship to P.O. boxes. Kindly make sure you are providing your complete and correct P.O. box address at checkout.

If your order was received damaged or with imperfections, please contact [email protected] within 48 hours of receiving your order so we may assist.

All Caraa products are made with the highest quality materials and care. Your satisfaction is very important to us, and we will do our best to repair any and all manufacturing defects in as timely a period as possible.

Manufacturing defects are assessed on a case by case basis with valid proof of purchase from caraa.com. Faults presented within the first year of use will be considered and addressed as soon as possible.

Normal wear & tear, abrasion, discoloration, and/or contamination of materials due to use are not qualified for guarantee. We reserve the right to charge processing fees for replacement or repair.

Caraa goods are made with various types of luxury fabrics and leathers. All nylons, spacer mesh, and rPET recycled fabric can be cleaned with mild neutral soap mixed with warm water and a clean microfiber cloth.

All Baby styles in Coated Cotton, Baby Bag in Black, Baby Changing Kit in Black, all Athena styles, and Mask Pouches can either be machine washed in cold water and laid flat to air dry or spot cleaned with mild neutral soap mixed with warm water.

Leather can be cleaned and restored with standard fabric cleaner, leather cleaner, and moisturizer sets. For specific questions regarding leather care please contact your local leather goods repair shop or email us at [email protected].

For a visual sizing guide on select collections see our size guide here.

Our samples are our offering of pre-loved styles at reduced prices. Our samples vary from “Mint” condition samples which are items in good condition with minimal signs of wear.

Our “Lightly Loved” items have been lightly used and may have some noticeable wear and tear, or may be missing components such as straps or pouches.

“Well Loved” items are items that have had a past life and have signs of wear and tear. These items may be missing components like straps and pouches.

Unfortunately, we do not currently offer straps for individual sale for sample items.

All of our pre-loved styles have their own unique quirks. As such, we unfortunately cannot offer what specific details or conditions are per style prior to purchase. All sample sales are final.

All sample sales are final and not eligible for return or exchange, no exceptions.

Unfortunately, we do not offer refunds, replacements, or repairs for sample items. For assistance, we recommend partnering with a local specialized tailor or cobbler for repair assistance.

All masks and mask items are absolutely final sale with no exception.

Many masks are preorder. You are charged in full at time of preorder (not shipment) to reserve your units. You can cancel a preorder at any time prior to packing at our warehouse (this is up to our discretion) for full refund by emailing [email protected] with your order number. Order modifications and cancellations are not guaranteed until confirmed by our support team.

Please refer to specific product pages for up to date shipping dates. We sincerely appreciate your patience as we work to restock.

For a longer lifespan, we recommend hand-washing with cold water and air drying. It is also safe to machine wash cold, without bleach. Do not tumble dry. Do not place in the oven or microwave as there is plastic and metal content in this mask. You can safely iron.

Mask Pouches can be machine washed in cold water and laid flat to air dry or spot cleaned with mild neutral soap mixed with warm water.

Please remove this mask by holding the elastics and without touching the surface of the fabric. You should be careful not to touch your eyes, nose, and mouth and wash your hands immediately after removing this mask. Hang in a place where the outside surface will not brush against other surfaces. It is recommended that you wash your mask once after every 8 hours of prolonged exposure.

Filters are designed to be worn a maximum of 10 hours before discarding and should not be washed. Filters should be stored in a clean, dry place. Do not wash, clean or rub filters. Thoroughly wash hands before and after handling Filters + Mask. These filters are not suitable for children below the age of 2.

Please contact us by email at [email protected] and we will do our best to answer your inquiry in 1-2 business days. Please note we can be reached Monday-Friday 9am-5pm EST excluding national and federal holidays.

You can sign up for the Caraa texts at the bottom center of every page. You will receive periodic updates on new styles, events, restocks + more. You can unsubscribe at any time by texting “STOP” to the number.

You can sign up for the Caraa newsletter at the bottom center of every page. You will receive periodic updates on new styles, events, restocks + more. You can unsubscribe at any time by selecting “unsubscribe” at the bottom of any newsletter.