Exchange & Return Policy

Terms & Conditions

Return / exchange item(s) have to be in original condition (unworn, unwashed, unsoiled and unaltered) and in original packaging attach with price tags and labels.
Return / exchange is allowed for verified manufacturing defect item.
Discounted / promotional items will not be accepted for return / exchange.
Carlo Rino reserves the right to deny a refund / exchange if the item(s) does not meet the stated requirements.

In-Store Purchase (Purchase from Carlo Rino Boutique)

Return and exchange can be done in Carlo Rino boutique with the terms & conditions stated above. No refund is allowed.
If the value of the exchange item(s) exceeds the value of the return item(s), the customer shall pay the excess value.
If the value of the exchange item(s) lesser than the value of the return item(s), no cash refund shall be applied.
Return and exchange valid only for purchases in Carlo Rino boutiques in Malaysia.

Online Purchase (Order via www.carlorino.net)

Return shall not be done at Carlo Rino Boutique. Online purchases return shall be done via shipping only.
Return must be accompanied by Return Authorization Reference Number. Otherwise, return will be rejected.
All refund will be in the form of e-voucher once refund is approved by Carlo Rino e-Customer Service Personnel. No cash refund shall be applied.

Return & Refund Process

Notify us by filling the return form within 14 days upon receiving your products. An email confirmation with the return authorization reference number will be provided.
Return item(s) to the below address and include the following with the return parcel:
- Printed Return Form
- Confirmation email with Return Authorization Reference Number
- Original Receipt
- Return item(s)

Attn: Carlo Rino E-Commerce Customer Service (Return Goods)
CR Boutique Sdn Bhd
Lot No. L2-05, 2^nd Floor, Ikon Connaught, No. 160, Jalan Cerdas, Taman Connaught,
56000 Kuala Lumpur. Malaysia.
Tel: +603 9108 9666

Frequent Ask Question (FAQ)

Question: What is your return policy?

Returns are accepted and the notification have to be done within 14 days of receipt in exchange of product or e-voucher (applicable for online purchases only). Returned item without notification will not be accepted. Non-discounted item(s) can be returned and the item(s) must be in original, unused, unworn, unaltered and unsoiled conditions. Return is also accepted for verified manufacturing defect item.

Question: I have received a faulty / incorrect item. What should I do?

Please contact our e-customer service personnel at ecustomerservice@carlorino.net. Attach along with photos of the faulty (where the part of the faulty appears) / incorrect item, include a short description and your order number. Our customer service personnel will perform checking and notify on replacement. In the event of your faulty / incorrect item is out of stock, we will reimburse you in the form of cash.

Question: Can I return my purchased item(s)?

Return is not allowed on discounted item(s). Only non-discounted item(s) / regular-priced item(s) that are in original condition (unworn, unwashed, unsoiled and unaltered) can be returned. Accompanying tags must be intact and items must be in original packaging.

Question: How do I return / refund my online order?

Notify us by filling the return form within 14 days upon receiving. An email confirmation with the return authorization reference number will be provided.
Return item(s) to the below address and include the following with the return parcel:

1. Printed Return Form
2. Confirmation email with Return Authorization Reference Number
3. Original Receipt
4. Return item(s) / Merchandise(s)

Attn: Carlo Rino E-Commerce Customer Service (Return Goods)
CR Boutique Sdn Bhd
Lot No. L2-05, 2nd Floor, Ikon Connaught, No. 160, Jalan Cerdas, Taman Connaught,
56000 Kuala Lumpur. Malaysia.
Tel: +603 9108 9666

Question: How do I know if you have received my returned item(s)?

We will notify receipt via email once we have received your returned item(s).

Question: What is Return Authorization Reference Number?

Return Authorization Reference Number is a reference number that we provide for successful online order return request. Any return item which is not accompanied by an official Return Authorization Reference Number will not be accepted.

Question: Will you refund my return delivery charges?

No refund will be provided for any shipping & handling charges paid for return item(s).

Question: How long does a refund take?

Refund will take up to 10 – 14 working days once we have verified your return. The refund will be issued as e-voucher. No cash refund will be applied.

Question: My refund amount is incorrect. What should I do?

Please email us at ecustomercare@carlorino.net with the following details and we will get back to you shortly:
a) Return Authorization Reference Number

Question: Can I return / exchange my online ordered item(s) to Carlo Rino boutique or counter?

Item(s) ordered online can only be returned to Carlo Rino e-commerce customer service team via shipping. Return to the boutique or counter will not be accepted.