If you purchase a Certified Luxury listing and you discover that the item is significantly not as described, you may raise a return request within 7 days from the delivery or self-collection date and Carousell will arrange for a courier to collect the item from you.
We understand that at times, you may have acted on impulse: in the event of a change of mind, we have an allowance of 24-hours change of mind policy where you may raise a return/refund request*.
*Some products might have minor defects which the seller will show to the buyer by sending some photos. Once you have agreed to purchase (acknowledging that there is defect), the order will no longer be eligible for a return regardless of the return reason.
To be eligible for a return, the item must be unused, label and tag intact and in the same condition as how it was delivered, retained with the accessories and authentication cards (if available). Carousell reserves the right to reject your return request if we find that there are obvious signs of use or the item was damaged after it has been tampered with.
Transactions are not eligible for free returns when:
- You have tapped on “Item Received”
- You have a change of mind after the returns window; 7-days for handbags & wallets, 24-hours for sneakers
- You place the wrong order by mistake
- You provide an incorrect or invalid address
- Your parcel was deemed to be collected on behalf of you by a third party however goes missing
- You make a fraudulent and/or unreasonable claim
- You raise an issue after the returns window
- The seller has disclosed minor defects, supported with photo proof
How do I request a return?
Within 7 days of receiving the item, you can raise a return request on the order details page and let your seller know what went wrong. If you do not see the Return button, please reach out to us via Contact Support
Our support team will contact you to arrange a return pick-up if the return request is valid.
How do I pack my return parcel?
The returns pick-up will be through a third-party logistics partner and we would need you to pack the items in a brown box or mailing bag, complete with all of its original inclusions as well as accessories provided. You will need to take a photo of the item before and after wrapping to show that all items are packed in the original packaging and that the package is sealed securely and submit these photos to your seller in the chat as proof. Our support team will provide you with the courier tracking number and a soft copy of the airway bill. You will be required to print out the airway bill and attach it to your parcel or you may leave a note that clearly states the tracking number and attach it securely to your parcel.
When will I receive my refund?
Once your seller has confirmed that they have received the returns, you may prompt them to click on “Return Received” on their Order Details page. You will be refunded accordingly based on the timeline below;
For payments made via PayNow, refunds will be made within 24 hours.
For payments made via DBS PayLah!, refunds will be made within 2 hours.
For payments made via Atome or debit/credit cards, the refunded amount will appear on your statement/ transaction history within 7-10 working days from the day the refund was initiated.
If you do not receive the refund within the stipulated time frame, please Contact Support.
Can I request an exchange instead of a return?
We currently do not support and facilitate any request to Exchange the item. In the event that you are not satisfied with the item within 24 hours of receiving it, you may opt to return the item.