Our Policy


Good news: due to Covid-19, we’ve extended our online return policy for your convenience. All purchases made online during the provincial lockdowns can be refunded or exchanged in the 30 days

Please email us if you want exchange and return – [email protected]


The following Eligibility Requirements must be met in order for an item to qualify for a refund or exchange:


  • The order was placed within the last 30 days (this date can be found in your order confirmation email) with the exception if your store is closed by state lockdowns.
  • The product is unworn, unused and unwashed.
  • The product has it’s original price tags attached.
  • Intact shoes can only be returned or exchanged if they are in original condition with protective film (if applicable).

Final sale on:

  • Earrings, fragrance, face masks and beauty products.
  • Clearance products in the sale section with “Final sale” in the product name.
  • Gift cards and/or e-gift cards.


In circumstances where you consider a product to be defective, please bring the merchandise you wish to return in-store or email us at [email protected] the following:

  1. A clear photo of the defective item.
  2. Your order number.

Our customer service team will be happy to give you a full refund if your item is defective. The disposal or return of your defective item will be advised by our customer service team.

*If you received a garment with security tags still on it, please contact us for an immediate refund.


Refunds will be issued within 10 business days after we received the returned items, using the same method of payment as the original purchase. Shipping charges, including sales taxes on shipping charges, are not refundable.


If your original purchase was a gift card/e-gift card, you will be refunded on the original gift card used to place payment. If you lost or discarded your gift card after purchase, your gift card information can be retrieved on your returns confirmation email.


If you purchased using a credit card or debit, once the return is processed, please allow 3 to 5 business days for the refund to appear on your statement. Delays may vary based on your financial institution.


Orders purchased via PayPal will only be eligible for a refund to your PayPal account when you mail them back to us. If you return items purchased via PayPal in store, it will go back directly into your Paypal account.




this privacy policy applies to your use of the website located at carolcao.com/ and any other online and mobile websites, blogs and mobile applications operated by Carol Cao and company on behalf of itself and its affiliates (collectively, for purposes of this privacy policy, “company,” “we” or “us”) that are related to carolcao.com/ (collectively, the “site”) (unless a different policy is provided on a particular site or application, in which case such different policy shall control). company operates the “site” and has created this privacy policy to inform you what information we collect on the site, how we use your information and the choices you have about the way your information is collected and used. please read this privacy policy carefully. your use of the site indicates that you have read and accepted our privacy practices, as outlined in this privacy policy. in addition, please read our terms of use which also govern your use of this site. please be advised that the practices described in this privacy policy apply to information gathered by us or our subsidiaries, affiliates or agents:

(i) through this site,

(ii) where applicable, through our customer service department in connection with this site,

(iii) through our free-standing retail stores, and

(iv) through sweepstakes and other promotional programs.

we reserve the right, in our sole discretion, to modify, update, add to, discontinue, remove or otherwise change any portion of this privacy policy, in whole or in part, at any time. when we amend this privacy policy, we will revise the “last updated” date located at the top of this privacy policy. for changes to this privacy policy that we consider to be material, we will place a notice on www.katespade.com by revising the link on the home page to read substantially as “updated privacy policy” for a reasonable amount of time. if you provide information to us or access or use the site in any way after this privacy policy has been changed, you will be deemed to have unconditionally consented and agreed to such changes. the most current version of this privacy policy will be available on the site and will supersede all previous versions of this privacy policy.

if you have any questions regarding this privacy policy, you should contact our customer service department by email at [email protected]