Support and order help

Most questions we get are answered on this page: where your order is, how to swap a size, how international delivery works, and how to pick the right fit before you buy. Anything else, message us and we'll sort it.

Message support

We reply within 24-48 business hours. Have your order number ready.

Your order

A tracking number and link go out by email the moment your order ships. Check spam and promotions before writing in. That's where most of them end up.

Track your order: check my order status
Estimated delivery times by region: United States 3 to 7 business days, Spain and the rest of Europe 5 to 10, rest of the world 7 to 15
Free shipping on orders over $75
Duties and customs already included in the price you pay

We ship to more than 10 countries. If yours isn't listed at checkout, message us before trying to order and we'll see whether we can open the route.

Exchanges, returns and sizing

Size swaps are the most common request and run through the same channel as returns.

Window to request an exchange or return: 14 days
Condition required: unworn, tags attached
Who covers return shipping: you cover return shipping and we cover sending the new piece back to you. Exchanges are available within the United States
Size guide: see the size guide

Our cuts run relaxed, especially the boxy tees and hoodies. Between two sizes and want a closer fit? Size down. The guide lists garment measurements rather than body measurements, so compare it against a piece you already like the fit of.

Customs and international delivery

Duties and customs are covered, so nothing should be charged on delivery. If a courier contacts you asking for payment, don't pay. Send us a screenshot and we'll take it up with the carrier.

International parcels sometimes sit in customs for a few days. That's normal and doesn't mean the package is lost. If tracking hasn't updated in 7 business days, we open an investigation with the carrier.

Frequently asked questions

How do I track my Caracas Merch order?

You'll get an email with a tracking number and link as soon as your order ships. Check spam and promotions if you can't find it. If it never arrived, message us with your order number and we'll resend the details.

Will I pay customs or import duties on delivery?

No. Duties and customs costs are included in the price at checkout. If a courier asks for an extra payment to release your parcel, don't pay it. Contact us with the evidence and we'll handle it.

How do I exchange for a different size?

Message us with your order number and the size you need within 14 days of delivery. The piece must be unworn with tags attached. We'll confirm availability and send return instructions.

What's the free shipping threshold?

Shipping is free on orders of $75 or more. Below that, the cost is calculated at checkout based on your destination. We deliver to more than 10 countries.

How do I choose the right size?

Use the size guide: it lists garment measurements, not body measurements. The fit runs relaxed, particularly on boxy tees and hoodies, so size down if you want something closer to the body. Still unsure? Message us with your height, your usual size and how you like things to sit.

Next step

Did not find your answer here? Message us and we will sort it.