Frequently Asked Questions | Caracas Merch

Everything you need to know about your order.

SHIPPING

Where do you ship from?

We ship our products from the United States and Europe, depending on the final destination of your order.

This structure allows us to optimize delivery times, reduce customs costs in certain countries, and provide a more efficient service.

Do you ship internationally?

Yes. We offer international shipping to multiple countries across the Americas and Europe.

If your country appears as available at checkout, it means we can ship to your location without any issues.

How long does it take for my order to arrive?

Estimated delivery time is 5 to 12 business days (excluding weekends), depending on the destination country and city.

Once your order has been processed, you will receive updated information along with a tracking number to monitor your shipment in real time.

Do I have to pay customs duties or import taxes?

Caracas Merch assumes responsibility for any unexpected customs duties or import taxes that may arise during the delivery process.

If you receive a notification requesting additional payment, please contact us immediately at info@caracasmerch.com and our team will take care of resolving it.

Our goal is to ensure your experience is clear, secure, and free of hidden costs.

PRODUCT & SIZING

Are the garments unisex?

Most of our pieces are designed with a unisex fit, meaning they can be worn by anyone.

We recommend reviewing the size guide before completing your purchase to ensure the best fit.

How do I know my size?

Each product includes a detailed size guide with specific measurements to help you choose the right fit.

We recommend selecting your usual size. Most of our pieces feature an oversized or boxy fit.

What type of quality do you offer?

We work with carefully selected materials and high-quality production processes to ensure durability, comfort, and a premium finish.

Our focus is to create pieces that maintain their shape and color over time.

Are the pieces limited edition?

Many of our drops are produced in limited quantities. Once sold out, they do not always return to inventory.

We recommend securing your piece while it’s available.

EXCHANGES & RETURNS

Do you accept returns?

Yes. We accept returns within 14 calendar days of the confirmed delivery date, as long as the item is unworn, unwashed, and has all original tags intact.

Approved returns generate a store credit for the full value of the item. We do not issue monetary refunds under any circumstance.

This applies only to orders delivered within the United States. All sales outside the U.S. are final and are not eligible for returns.

Can I exchange my size?

Yes, exchanges are subject to inventory availability and must be requested within 14 calendar days of the confirmed delivery date.

Items marked as "All sales are final" are not eligible for exchanges or returns.

Exchanges are only available for orders delivered within the United States. Email us at info@caracasmerch.com to start the process.

Who covers the return shipping cost?

The customer is responsible for all return shipping costs in voluntary return cases.

We only cover return shipping if the error was on our end, wrong item sent or a verifiable manufacturing defect.

How long does the refund take?

Caracas Merch does not issue monetary refunds. Approved returns result in a store credit, which is issued within 5 business days of receiving and inspecting the returned item.

MY ORDER

Can I change my shipping address after placing my order?

If you need to update your shipping address, please contact us as soon as possible at info@caracasmerch.com.

Once the order has been processed, we are unable to modify the delivery information.

How can I modify or cancel my order?

If you wish to modify or cancel your order, please contact us as soon as possible at info@caracasmerch.com

Once the order has entered production or the shipping process, changes or cancellations are no longer possible.

When is my order processed?

Orders are processed within 1 to 4 business days before being shipped.

You will receive a notification once your order has been dispatched.

I haven’t received an order confirmation. What should I do?

After completing your purchase, you should receive an automatic confirmation email.

If you can’t find it, please check your spam or promotions folder.

If the issue persists, contact us at info@caracasmerch.com with the name and email address used for the purchase, and we’ll assist you promptly.

My order arrived incomplete or incorrect. What should I do?

If you received an incorrect item or if something is missing from your order, please contact us within 48 hours of delivery.

Include your order number and clear photos of the package received.

You can reach us at info@caracasmerch.com and our team will assist you promptly.

My product arrived damaged. What should I do?

If you receive a defective or damaged product, please contact us within 48 hours of delivery and provide photographic evidence.

Our team will review the case and arrange an appropriate solution.

You can reach us at info@caracasmerch.com

ABOUT THE BRAND

Is Caracas Merch based in Venezuela?

No. We are an international brand inspired by Caracas.

We operate from the United States and Europe, which allows us to offer efficient shipping and reliable global service.

Are the products original?

Yes. All products are official designs produced under the creative direction of Caracas Merch.

Where can I see reviews?

Verified reviews are available here.

How can I collaborate with the brand?

If you would like to collaborate or submit a proposal, please contact us at info@caracasmerch.com with detailed information about your idea or partnership.

Still have questions?

Write to us at info@caracasmerch.com