Shipping policy
Every Caribis piece is prepared with care. This policy explains the difference between production and transit time, how rush orders are handled, and what to expect after your order leaves our atelier.
1. Production Time and Required Delivery Date
Most Caribis garments are made to order. Production time is separate from shipping time and depends on the design, materials, handwork, and the speed of client approvals. A wedding dress typically requires approximately 4 weeks from the confirmed start of work, unless another timeline is agreed in writing before production begins.
Please include your required delivery or event date in the order notes. We recommend ordering well in advance, especially for custom designs, embroidery, complex construction, or international delivery.
2. Rush Production
We may be able to make and dispatch an order faster when needed. Rush production is subject to atelier capacity, material availability, design complexity, and the destination country. Please contact us before placing the order so we can confirm whether the requested deadline is possible. A rush fee may apply and will be agreed with you in advance.
3. Custom Orders: Approval, Balance, and Dispatch
For custom and made-to-measure orders, production begins after the required deposit is received and the design, measurements, materials, and order details are confirmed. When the garment is complete, we send final photos for approval. The order is dispatched only after the remaining balance and any approved additional charges have been paid in full.
4. Shipping Methods and Estimated Transit Time
We ship worldwide using reliable tracked services. DHL Express typically takes approximately 4-8 business days after dispatch. Nova Poshta (Nova Post) is available as a standard option and typically takes approximately 8-14 business days, depending on the destination and local partner carrier. Another tracked carrier may be used when more suitable for a particular destination.
All delivery times are estimates provided by the carrier and begin only after the order has been completed and dispatched. Delivery dates cannot be guaranteed by Caribis because carrier and customs delays are outside our direct control.
5. Shipping Charges
Shipping charges are shown at checkout when available or confirmed separately before dispatch. Any special delivery request, address correction, return-to-sender charge, or reshipping cost may require an additional payment.
6. Shipping Address
The customer is responsible for providing a complete and accurate shipping address, including the recipient name, telephone number, postal code, apartment or unit number, and any information required by the carrier. Address changes are possible only before dispatch and must be confirmed in writing by the Caribis support team.
Caribis is not responsible for delivery failure, loss, or additional charges caused by an incorrect, incomplete, or unconfirmed address supplied by the customer.
7. Tracking and Delivery
After dispatch, we send tracking information to the email address used for the order. The customer is responsible for monitoring the shipment, responding to carrier requests, and arranging receipt or collection within the carrier's stated timeframe.
8. Customs, Duties, and Taxes
International orders may be subject to import duties, VAT, brokerage fees, or other destination charges. Except for U.S. orders, these charges are not included unless shown at checkout and are the customer's responsibility. For deliveries to the United States, Caribis covers additional import duties and customs-related taxes charged upon import or delivery. Sales tax displayed at checkout remains part of the order total. Contact us before paying any unexpected carrier charge. Customs decisions and delays are outside our control.
9. Delays and Force Majeure
Production or delivery timelines may be adjusted due to circumstances outside reasonable control, including material unavailability, customs inspection, carrier disruption, severe weather, strikes, transport restrictions, public emergencies, or other force majeure events. We will notify the customer as soon as reasonably possible if a material delay becomes known.
10. Lost, Delayed, or Damaged Parcels
Please contact us promptly if tracking stops updating, the carrier reports a delivery exception, or the parcel arrives damaged. For visible damage, keep the packaging and provide photographs of the parcel and item. We will assist with the carrier claim and review the appropriate resolution after the carrier investigation. Replacement or reimbursement is not automatic and depends on the facts of the claim and the applicable carrier or insurance decision.
11. Returned or Unclaimed Parcels
If a parcel is returned because of an incorrect address, failed delivery, failure to pay charges for which the customer is responsible, or failure to collect the parcel, the customer is responsible for return and reshipping costs. A returned custom-made item does not become eligible for cancellation, return, or refund solely because it was unclaimed or returned by the carrier.
12. Cancellations and Returns
Non-custom items purchased in a standard size may be returned or exchanged within 14 calendar days of delivery if they are unsuitable. Contact Caribis before returning the item; it must be unworn, unwashed, unaltered, undamaged, and include its original tags and packaging. The customer pays return or exchange shipping unless the item is defective or incorrect. Custom-made, made-to-measure, and modified garments are non-returnable and non-exchangeable, except where required by law or due to a confirmed Caribis error.
Questions before placing your order?
Contact us at support@caribis.us. We recommend contacting us before ordering when your event date is close, you need rush production, or you would like to pay by bank transfer.