Find quick answers to common questions about shopping, shipping, returns, and more at CARAUANA.com We're here to help!
Everything you need to know about placing an order, payment methods, order confirmation, and managing your orders.
Ordering & Payments
What payment methods do you accept?
Secure payment processing through PayPal, accepting all major debit and credit cards
Is it safe to pay with a credit card?
Yes, your payment is completely secure. We use SSL encryptionand comply withPCI-DSS standardsto protect your data.
What should I do if my payment is declined?
If your payment is declined, please:
Check that your card details are correct.
Ensure you have sufficient funds.
Contact your bank to confirm there are no restrictions. If the issue persists, try using an alternative payment method or contact our support team.
Do you charge any additional fees for payments?
No, we do not charge any additional fees for payments. However, your bank or payment provider may apply fees (e.g., currency conversion fees for international transactions).
Can I change my payment method after placing an order?
Unfortunately, once an order is placed, the payment method cannot be changed. If you need assistance, please contact our support team immediately.
How do I get a receipt for my payment?
A payment receipt is automatically sent to your email after your order is confirmed. You can also download it from your account under Order History.
Can I use multiple payment methods for one order?
Currently, we do not support splitting payments across multiple methods. You must complete the purchase using a single payment method.
Do you offer refunds for payments?
yes.If eligible for a refund, the amount will be credited to the original payment method. Refunds typically take 3-5 business days to process, depending on your bank or payment provider; if using PayPal, refunds are immediate.
What currencies do you accept?
We accept payments in multiple currencies, including USD, EUR, GBP, and more. The available currencies will be displayed during checkout based on your location.
Find answers about shipping options, delivery times, order tracking, and international shipping. Learn how we deliver your orders quickly and securely.
Yes, we ship to most countries worldwide. During checkout, enter your address to confirm availability and calculate shipping costs.
How can I track my order?
Once your order is shipped, you will receive a confirmation email with a tracking number and a link to track your package. You can also track your order by logging into your account and visiting the Order History section.
What shipping carriers do you use?
We work with trusted carriers like UPS, FedEx, DHL, and local postal services to ensure reliable delivery.
Can I change my shipping address after placing an order?
If your order has not yet been shipped, you can contact our support team to update your shipping address. Once the order is shipped, we cannot guarantee address changes.
Are there any shipping restrictions?
Some items may have shipping restrictions due to size, weight, or local regulations. If your order includes restricted items, you will be notified during checkout.
Do you offer free shipping?
Yes, we offer free standard shipping on orders over $50 (or equivalent in your currency). Free shipping eligibility will be displayed during checkout.
What should I do if my package is lost or delayed?
Follow the instructions to print your return label and send the item back.
How long does it take to process a refund?
Once we receive your returned item, refunds are processed within5-7 business days. The refund will be credited to your original payment method.
Who pays for return shipping?
For returns due to our error (e.g., wrong item shipped), we cover return shipping costs. For other returns, the customer is responsible for return shipping fees.
What items are non-returnable?
The following items are non-returnable:
Personalized or custom-made products.
Items marked as "final sale.", "Free Shipping.", "coupon Sale.", "discount sale."
Products without original packaging or tags.
Can I return an international order?
Yes, international orders can be returned. However, return shipping costs are the customer’s responsibility, and customs fees may apply.
What if my item is damaged or defective?
If your item arrives damaged or defective, please contact our support team within 3 days of delivery. We will provide a prepaid return label and process a refund or replacement.
How will I know if my return is approved?
Once we receive and inspect your return, you will receive an email confirming the approval and refund status.
Can I return an item without the original receipt?
Unfortunately, we cannot process returns without a proof of purchase. Please ensure you keep your receipt or order confirmation email.
Find answers about managing your account, tracking orders, modifying details, and accessing order history. Simplify your shopping experience with us.
Account & Orders FAQs: Manage Orders, Track Status & More
How do I create an account?
To create an account, click Sign Upat the top of the page. Enter your email, and confirm your received Password. You can also sign up during checkout.
How do I track my order?
Once your order is shipped, you will receive a confirmation email with a tracking number. You can also track your order by logging into your account and visiting the Order History section.
Can I modify or cancel my order after placing it?
If your order has not yet been processed, you can contact our support team to request modifications or cancellations. Once the order is shipped, changes cannot be made.
How do I view my order history?
Log in to your account and go to Order History. Here, you can view details of all your past and current orders, including tracking information and invoices.
What should I do if I forgot my password?
Select the Login page, input your email address, and receive a 6-digit confirmation to log in. No password needed
Can I change my account details (email, address, etc.)?
Yes, you can update your account details at any time. Log in to your account, go to Account Settings, and make the necessary changes.
How do I download my invoice or receipt?
Log in to your account, go to Order History, and select the order. Click Download Invoice to save a copy of your receipt.
Why is my order status still "Processing"?
The "Processing" status means your order is being prepared for shipment. If this status persists for more than 2 business days, please contact our support team for assistance.
Can I merge two orders into one shipment?
Unfortunately, we cannot merge orders once they are placed. Each order is processed and shipped separately.
How do I contact support about my order?
You can contact our support team by visiting the Contact Uspage or emailing us at carauana Please include your order number for faster assistance.
Find answers about product details, sizing guides, care instructions, and warranty information. Get the most out of your purchase with our expert tips.
Product & Usage FAQs: Sizing, Care, Warranty & More
How do I find the right size for my product?
We provide a detailed size guide for each product category. Visit the product page and click on theSize Guide link to find the best fit for you.
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Product materials are listed in theProduct Descriptionsection on each product page. If you need more details, feel free to contact our support team.
How do I care for my product?
Care instructions are included on the product label and in theProduct Descriptionsection. Follow these guidelines to ensure your product stays in great condition.
Do your products come with a warranty?
Yes, most of our products come with a1-year limited warranty. Check the product page or your purchase receipt for specific warranty details.
Can I wash my product in a washing machine?
Washing instructions vary by product. Please refer to the care label or the Product Description section for specific washing guidelines.
What should I do if my product is defective?
If your product is defective, please contact our support team within 3 days of delivery. We will provide instructions for a return or replacement.
Are your products eco-friendly?
We are committed to sustainability. Many of our products are made from eco-friendly materials. Look for the Eco-Friendlybadge on product pages.
How do I assemble my product?
Most products come with an instruction manual. If you need additional help, visit our Support Center for video tutorials or contact our support team.
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Find answers about promo codes, seasonal sales, loyalty rewards, and discount eligibility. Save more with our exclusive offers and deals.
During checkout, enter your promo code in the Discount Code field and click Apply. The discount will be automatically calculated and applied to your order.
Where can I find valid promo codes?
Valid promo codes are shared via email, on our website Promotions Page, and on our social media channels. Sign up for our newsletter to receive exclusive offers.
The minimum order value is not met. If the issue persists, contact our support team for assistance. or get a new coupon here
Do you offer student or military discounts?
Discounts are available for students and military personnel. The default discount MyFirstOrder can be used with no restrictions, along withFree Shipping
Can I combine multiple promo codes?
No, only one promo code can be used per order. However, you can still benefit from automatic discounts (e.g., free shipping) if applicable.
Do you have a loyalty or rewards program?
Yes, we offer a Loyalty Rewards Program. Earn points on every purchase and redeem them for discounts. Sign up for free on our website.
Discover how we protect your data, ensure secure payments, and respect your privacy. Find answers to your security questions. in english please
Privacy & Security FAQs: Data Protection, Payment Safety & More
How do you protect my personal data?
We use SSL encryption and comply with GDPR and other data protection regulations to ensure your personal information is secure.
Is it safe to enter my credit card information on your website?
Yes, we use PCI-DSS compliant payment gateways and SSL encryptionto protect your payment details.
Do you share my data with third parties?
We only share your data with trusted third parties (e.g., shipping carriers) to fulfill your orders. We never sell your data. For more details, read our Privacy Policy.
How can I update my privacy settings?
Log in to your account, go to Account Settings, and adjust your privacy preferences. You can also unsubscribe from marketing emails at any time.
What should I do if I suspect a security breach?
If you suspect a security breach, contact our support team immediately. We will investigate and take necessary actions to protect your account.
Do you store my payment information?
We only store payment information if you choose to save it for future purchases. You can delete saved payment methods in your account settings.
We use cookies to improve your browsing experience. You can manage or disable cookies in your browser settings. For more details, read our Cookie Policy.
How do I delete my account and personal data?
To delete your account, log in and go to Account Settings. Click Delete Account and confirm your choice. All personal data will be permanently removed.
Are my passwords stored securely?
Yes, passwords are encrypted using hashing algorithms and cannot be accessed by anyone, including our team.
Discover how to contact our support, assistance hours, and available options. Find quick answers and solutions to your issues.
