FAQs
Frequency Asked Questions
Everything you need to know about ordering, shipping, returns, and care at Carmal Giles Kids. Need more help? Our support is available 24/7.
Orders & Checkout
How do I place an order?
Simply add the items you want to your cart, proceed to checkout, and enter your shipping and payment details. Once your order is successfully placed, you will receive an order confirmation email.
Can I change or cancel my order after placing it?
If you need to update an address, correct an email, or request a cancellation, please contact us as soon as possible. We will do our best to help, but once an order has been processed or shipped, changes may no longer be possible.
I entered the wrong shipping address. What should I do?
Please contact our support team immediately with your order number and the correct address. If the order has not shipped yet, we can usually update it. If it has already shipped, we may not be able to reroute the package.
Why was my payment declined?
Payments may be declined for a variety of reasons, including bank authorization settings, billing address mismatches, card security restrictions, or insufficient funds. We recommend double-checking your billing information and trying again. If the issue continues, please contact your bank or use a different payment method.
Will I receive an order confirmation email?
Yes. After checkout, you will receive an email confirming your order details. If you do not see it, please check your spam or promotions folder, or contact us so we can verify your order status.
Shipping & Delivery
Do you offer free shipping?
Yes. We offer free shipping on all products, with no minimum purchase required.
How long does delivery take?
Delivery typically takes 7–15 calendar days. This timeframe includes standard processing and transit time. During peak seasons, delivery may take slightly longer due to carrier volume.
How do I track my order?
Once your order ships, you will receive a tracking update by email (when available). Tracking may take a short time to activate after shipment. If you need assistance, contact us and we will help check the status.
My tracking number is not updating. Is this normal?
Yes, this can happen. Tracking updates may pause while a package is in transit between carrier facilities. It can also take 24–72 hours for tracking to show the first scan after shipment. If your tracking has not updated for several days, please reach out and we will review it for you.
What if my package says delivered but I did not receive it?
Please check around your delivery location, mailbox, front desk, or with neighbors first. Sometimes carriers mark packages as delivered slightly early. If you still cannot locate it, contact us and we will assist you with the next steps.
Do you ship internationally?
Carmal Giles Kids operates as a U.S.-based store. Shipping availability may vary depending on your location. If you are unsure whether we can deliver to your address, contact us before ordering and we will confirm.
Returns & Exchanges
What is your return and exchange policy?
We offer free returns and exchanges within 30 days. Items must be returned in original condition, unworn and unused, with original packaging where applicable.
How do I start a return or exchange?
Please contact our support team with your order number and the reason for the return or exchange. We will provide the appropriate instructions and assist you through the process.
What items are not eligible for return?
Items may not be eligible for return if they show signs of wear, damage, or use, or if they are returned outside the 30-day window. If you are unsure, contact us and we will confirm eligibility.
When will I receive my refund?
Once your return is received and inspected, your refund will be processed to the original payment method. Processing times can vary depending on your bank or card provider, but refunds typically appear within a few business days after approval.
What if I received a damaged or incorrect item?
If your item arrives damaged, defective, or incorrect, please contact us as soon as possible with your order number and clear photos of the issue. We will make it right promptly.
Discounts & Promotions
Do you offer a discount for email subscribers?
Yes. When you successfully subscribe to our email list, you receive a 15% automatic discount sitewide. This discount is not limited to first-time orders and does not require a code.
Do I need to enter a discount code at checkout?
No. Eligible discounts are applied automatically. If you believe your discount did not apply correctly, contact us and we will help verify your order.
What does “selected promotional items receive 20% off” mean?
Some products may be part of a limited-time promotion and will automatically receive a 20% discount. These promotions apply only to the specific items included in the promotion and may change over time.
Can I combine multiple discounts?
Discounts are applied according to checkout eligibility rules. In most cases, automatic discounts may not stack together. If you have questions about a specific order, contact us for clarification.
Product Info & Care
How do I choose the right size?
We recommend reviewing the size guidance provided on each product page before ordering. If you are between sizes or unsure, contact us with the item you are considering and we will help you choose.
Are the product photos accurate?
We aim to present products as accurately as possible, including color and details. However, slight variations may occur due to lighting conditions and screen display differences.
How should I care for my items?
Care instructions may vary by product type and material. Please refer to the guidance on the product page when available. In general, we recommend gentle cleaning, avoiding harsh chemicals, and storing items in a clean, dry place.
Do you restock sold-out items?
Some items may be restocked depending on availability. If a product you want is sold out, you may check back later or contact us to ask about future restock timing.
Support & Account
How can I contact customer support?
Our support team is available 24/7. The fastest way to reach us is by email. Please include your order number (if applicable) so we can assist you efficiently.
How quickly will I receive a response?
We respond as quickly as possible, and we aim to handle all inquiries promptly. During high-volume periods, response times may be slightly longer, but support remains available 24/7.
Do I need an account to place an order?
No. You can check out as a guest. Creating an account can make it easier to view order history and manage your information, but it is not required.
How do I check my order status?
You can check order status using your confirmation email and tracking information (when available). If you need help locating your order details, contact us and we will assist.
Important Policy Notes
- Free shipping is available on all orders, with no minimum purchase required.
- Standard delivery time is 7–15 calendar days. Delivery times may vary slightly during peak seasons.
- Email subscription provides a 15% automatic sitewide discount (no code required, not limited to first-time orders).
- Selected promotional items may receive an automatic 20% discount (no code required).
- Free returns and exchanges are available within 30 days, subject to eligibility and item condition.
- Carmal Giles Kids operates as a U.S.-based store and the website is provided in English.
