FAQ

If you haven't signed up in store, click on the link above and you will be taken to a page where you can create an account and password.

If you were signed up in store, you can still click on the link above to login but you will need to create a password first.

Just click 'Create an account' and sign up again for this online access, this way you can claim your rewards on your own whenever you like.

You just have to fill out a few contact details again.

Just for signing up and joining we will give you 200 points!

That is a $20 OFF voucher in store or online straight away.

Any time you want to check your reward points go to the Carolina website and click the LOYALTY option in the main menu.

Under the video click the link that says 'CLICK HERE TO CHECK YOUR REWARDS'

You simply LOG IN and you will see your rewards and points balance.

When you have accumulated enough points to unlock a coupon/voucher you will be notified by email.

You can click the link above or in your email and you will need to login.

You will see that there is a voucher there for you.

YOU MUST USE YOUR VOUCHER WITHIN 30 DAYS.

ONCE YOU HAVE CLICKED "CLAIM" ON YOUR COUPON the clock is ticking and you have 30 days to redeem it.

If you don't want to use your voucher within 30 days simply leave your points in your account and DO NOT CLICK "CLAIM".

That way your points will continue to accumulate until you are ready to use them and they will unlock bigger and better vouchers as they continue to grow.

If you shop online or instore and use the SAME email address your points will automatically be added to your account.

If you are shopping online you do not need to sign in anywhere to check out, simply enter the same email address as always when filling out the contact form and you will earn points.

If you are shopping with us in store you MUST tell the sales assistant that you have a Loyalty Account with us and give them the same email as always.

That way she will assign your purchase to your account and you will automatically get your points.

You will earn 1 point for every $1 you spend.

You get 200 points just for signing up!

You get 100 points every time you Refer a Friend and they purchase.

So in other words spend $100 and you will get a $10 OFF voucher.

100 points = $10 OFF
200 points = $20 OFF
500 points = $60 OFF

One of the things that we LOVE about you is that you keep referring your friends and we've decided that you deserve to be rewarded for that!

So we are going to give you 100 points everytime a friend you refer makes a purchase (that is $10 OFF for you each time a new friend purchases!)

AND we are going to give the friend you refer $20 OFF as an introduction to the brand.

Once you have signed up for the Loyalty Programme you will enter your Customer Portal.

When you are there click the INVITE FRIENDS tab.

You simply follow the instructions to invite your friends using your unique link.

This can be emailed to them or shared on social media.

Your friend will only get their points and you will only get points for referring IF they are not already signed up to Carolina.

They also MUST use your unique link (and advisable to close any other browsers open) so that the points come back to you.

Yes, once you have completed your profile you will automatically be sent a birthday gift each year.

You can also integrate with Apple Wallet and you will be sent special offers if you are near a store.

Lastly you will be treated as a valued and loyal customer, you will be the first customers we communicate with when we have special offers or VIP events.

If you are not completely satisfied with your purchases, items can be returned for a credit note within 30 days

Please choose carefully as we cannot offer a refund for change of mind* purchases.
We cannot refund or credit earrings for hygiene purposes.
We cannot refund for any purchases that were custom made to order.
We cannot refund for any purchases for incorrect sizing. We offer a credit which can be used to purchase the correct size. 

*In accordance with Australian Consumer Law, you do not have a right to return a product if you:

changed your mind
ordered the wrong product
found the product cheaper elsewhere
found a better product elsewhere
were aware of the relevant fault before buying the product
damaged the product by misusing it used the product for a long time and the problem is as a result of usual wear and tear.

If you require any further assistance feel free to contact us at enquiries@carolina.net.au or you can call our office on (02) 8097 0730.  

Please choose carefully as we cannot offer a refund for change of mind* purchases and will replace any faulty pieces or anything that has been damaged in transit. 
We cannot refund or credit earrings for hygiene purposes.
We cannot refund for any purchases that were custom made to order.
We cannot refund for any purchases for incorrect sizing. We offer a credit which can be used to purchase the correct size.

*In accordance with Australian Consumer Law, you do not have a right to return a product if you:

changed your mind
ordered the wrong product
found the product cheaper elsewhere
found a better product elsewhere
were aware of the relevant fault before buying the product
damaged the product by misusing it used the product for a long time and the problem is as a result of usual wear and tear.


If you require any further assistance feel free to contact us at enquiries@carolina.net.au or you can call our office on (02) 8097 0730.

No. Items purchased whilst they were on sale cannot be refunded.

If you are not completely satisfied with your purchases, items can be returned for credit note within 30 days of receipt.
You can send them back to our head office address or bring them into any of our boutiques for a credit.

Our returns address is:

Carolina Lifestyle
Unit 2C, Building 2,
The Mill 41-43 Bourke Road,
 Alexandria 2015

Yes.

You can exchange or receive a credit note at ANY Carolina boutique, regardless of where you purchased the item whether it be online or another Carolina boutique.

You cannot exchange or receive a credit note from us if you have made your purchase from one of our wholesalers online or in store.

Click below to locate your nearest Carolina boutique.

Please send your return to our head office address in Sydney:

Carolina Lifestyle
Unit 2C, Building 2,
The Mill 41-43 Bourke Road,
 Alexandria 2015

No.

You just need to include:

- Your name
- Contact number or email address

As soon as the return is received at our head office we can dispatch your exchange within 48 hours if the stock is on hand or we can email through a credit note immediately.

If we do not have your exchange in stock at our head office then it can take between 3-14 workings days to dispatch as we may have to transfer it to our office or have it specially made for you.

To speed up the process you can always email or call when sending your return to let us know in advance what you would like to exchange so we can have a head start organising it for you by the time it arrives to our office.

Your store credit does not have an expiry date and can be used online and at any of our boutiques.

Handbags are protected from the original date of purchase by a one-year limited warranty (proof of purchase required).

If the handbag or small leather good proves to be defective in material or workmanship under normal use any time within the first year, we will repair or replace the item free of charge with same or comparable product.

The variations in colour and texture are the prized characteristics of beautiful tanned leather so we do not consider these a fault.

Over time, the leather will acquire a patina and may also darken due to the oils from your skin and direct sunlight, further enhancing the natural look of your handbag.

The warranty does not cover damages arising from dye transference, accidents or misuse, or from any alteration, service or repair performed by any other party other than Carolina Lifestyle.

Our clothing range is based on Australian sizing and most are designed to be true to size.

Certain styles such as the Bianca Tops and Nice Tunics however are oversized as part of their style, so you can go down a size to find your perfect fit.

If a garment is oversized it will state this on the product page so please read the product information carefully to make an informed decision on what size to purchase AND you can always give us a call for specific garment measurements on 02 8097 0730.

To ensure you are choosing the right size please keep your own measurements on hand so you can compare them with our sizing chart, this is a guide to help you choose what size to order.

Individual sizing may vary slightly depending on the product so you can always give us a call on 02 8097 0730 or send us an email to enquiries@carolina.net.au to find out more information on particular pieces.

Often in the product description you will find some helpful sizing tips such as "this piece is oversized, go down a size for a fitted look" etc. so make sure you read the descriptions carefully to make an informed decision before you checkout.

When checking out online you can select from the following options:

- Credit cards such as Visa, MasterCard and American Express
- Paypal
- Afterpay
- zipPay
- Carolina Lifestyle Gift Cards

In store payments include:
- Cash
- Credit cards (excluding American Express)
- Afterpay
- Westfield Gift Cards if the store is located inside a Westfield Centre
- Carolina Lifestyle Gift Cards

Certain items will be available online for pre-order before they arrive to stores and our warehouse as they are most-likely limited editions AND only a certain number of these can be created. We will not be ordering more stock once they sell out.

Other items which may be on pre-order are best-selling pieces that have run out of stock but will be back in stock soon. You can pre-order these pieces so that as soon as they arrive one will be dispatched straight to you.

The benefits of placing a pre-order is that you have priority as soon as they arrive and do not miss out on a print that you love as you will secure one for yourself before they are sold out.

If you pre-order an item, you purchase it as you do all other in-stock items online however the dispatch time can be between 1 - 3 weeks.

Please refer to the individual product pages for exact ETAs.

If you have accidentaly checked out with the wrong item or would like to cancel an order you must contact us immediately by emailing enquiries@carolina.net.au or calling 02 8097 0730 BEFORE your order is dispatched.

If it has been dispatched you will need to wait to receive the parcel and then we can provide you with an exchange or give you a credit note if you do not wish to keep the order.

We do no provide refunds if an order has been dispatched and you have not contacted us before it was sent.