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?

We prepare your order in 1 to 4 business days. Transit then takes: United States 5 to 10 business days; Spain and Europe 9 to 14; rest of the world 9 to 15. Pre-order items ship within the timeframe shown on their product page.

You'll receive a tracking number as soon as your order ships.

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. In the United States (including DC and Puerto Rico), we accept returns within 14 days of delivery, as long as the item is unworn, unwashed and has its tags attached. Approved returns are issued as store credit for the full value of the item.

If you live in the European Union, the European Economic Area or the United Kingdom, you have 14 days to withdraw from your purchase without giving a reason and get your money back, including the original shipping cost.

For other destinations, sales are final for change of mind or sizing, but defective or incorrect items are covered in every country. See our Refund Policy for full details.

Can I exchange my size?

Yes, for orders delivered in the United States (including DC and Puerto Rico), within 14 days of delivery and subject to availability. You cover shipping the item back and we cover shipping the new piece to you. If your size isn't available, we'll issue store credit.

Items marked as final sale are not eligible for exchanges. Email us at info@caracasmerch.com to start the process.

Who covers the return shipping cost?

For voluntary returns, you cover the return shipping, except for orders paid with Klarna, where we send you a prepaid return label.

If the mistake was ours (wrong or defective item), we cover the shipping.

How long does the refund take?

Store credit is issued within 5 business days of receiving and inspecting your return.

Monetary refunds (Klarna purchases, withdrawals in the EU or UK, cancelled orders, and defective items with no replacement) go back to your original payment method within the timeframes in our Refund Policy. How long it takes to show up depends on your bank.

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 the wrong item or something is missing, email us as soon as possible, and no later than 14 days after delivery, with your order number and photos of the package you received.

Contact us at info@caracasmerch.com

My product arrived damaged. What should I do?

If you received a defective item, contact us as soon as possible, and no later than 14 days after delivery, with photos of the issue. Our team will review the case and arrange a solution. This does not limit any legal guarantee you're entitled to in your country.

Contact 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