F.A.Q

(Frequently asked questions)
When will my order be shipped?

Orders are typically processed within 24 hours of being placed and are then dispatched according to the delivery method selected at checkout.

Shipping Methods (Peru only)

  • Express Same-Day Delivery (Lima only)
    If your order is placed before 1:00 p.m., Monday through Friday, and you select Express Delivery, your order will be delivered the same day.

  • Regular Delivery (Lima only)
    If you select Regular Delivery, your order will arrive within 2 to 3 business days, depending on the day the order is placed.
    Please note that delivery times may vary based on product availability in our warehouse and may extend up to 4 business days after purchase confirmation.

  • Outside Lima
    Orders to provinces are shipped via Olva Courier. Delivery typically takes 4 to 6 business days, depending on the destination.

 

International Shipping

Most international orders are delivered within 5–10 business days. All shipments are handled through DHL, and you will receive a tracking number once your order has been dispatched.
Can I return or exchange my order?

We accept exchanges and returns within 14 days of the delivery date.

To begin the process, please contact us at hello@cardenche.pe with your order number, the item you wish to exchange or return, and the reason for your request.

Once your return is received and inspected, we will send you an email to notify you that we have approved your returned item for an exchange, credit note or refund.

 

General Conditions:

  • Items must be returned in the same condition as received: unworn, with original tags attached, and in their original packaging.
  • Proof of purchase is required to process any exchange or return.
  • If the item has a defect, we will gladly replace it after inspection at our offices.
  • Please note that shipping and handling fees are non-refundable.
  • Important: This policy applies only to refunds for returns. For orders equal to or above $300, a fee of $5 USD (Lima) or $8 USD (outside Lima) will be deducted from your refund to cover shipping costs. For international orders equal to or above $400, a fee of $40 USD (USA) or $50 USD (rest of the world) will be deducted from your refund to cover shipping expenses.
  • We reserve the right to deny credits if the returned merchandise does not meet our policy requirements.

 

Exchanges & Returns by Location

  • Lima, Peru: You may coordinate the drop-off of your item directly at our office.
  • Rest of Peru (outside Lima): Customers are responsible for shipping the item back to our office.
  • International Orders: Customers are responsible for all shipping costs related to exchanges or returns.
Do you offer refunds?

Yes, we do offer refunds. Once your return has been approved, we will process the refund using the same payment method you used for your purchase. Refunds are issued as soon as we receive the returned item, but please note it may take up to 15 business days to appear in your account, depending on your bank’s processing times.

For full details, please review our Returns & Refunds Policy. If you have any questions, feel free to contact us at hello@cardenche.pe — we’ll be happy to assist you.

Remember, we accept exchanges and returns within 14 days of the delivery date.

To start an exchange or return, please email us at hello@cardenche.pe with your order number, the item you wish to return or exchange, and the reason for your request.
I receivedmy order, but it is either faulty/damaged, incomplete, or contains the wrong product. How can I get a refund/exchange?

Please contact our Customer Service team as soon as you notice that your order is not as expected. If you received a damaged or faulty item, please email us a photo clearly showing the issue, along with your receipt and/or online order number.
Please send your message to: hello@cardenche.pe.
How do I care for my knitwear?

Dry clean recommended. For at-home care, please follow the instructions below.

Wash: Hand wash gently in low temperature with delicate wool shampoo. Rinse with cool water. Do not scrub, twist, or wring the garment. Do not bleach. Instead, gently press the water through the fibers. Rinse with cold water and avoid fabric softeners or harsh chemicals.

Dry: Lay flat on a towel, carefully roll it to remove excess water, reshape, and let air dry naturally. Keep away from direct heat or sunlight. Do not tumble dry. Never hang knitwear while wet—it can stretch and lose its shape.

Store: Always fold — never hang. Store in a cool, dry place. For seasonal storage, use breathable cotton bags to protect from dust and moths.

Avoid: Avoid chlorine and harsh detergents — gentle care will preserve the fiber’s natural softness.

Machine wash and tumble dry are not recommended. Spot clean gently when needed.
Where can I find size & fit details?

Size guides and fit details are available on each product page. For further assistance, please write to us at hello@cardenche.pe

How do I use my Gift Card?

You can use your Gift Card in the last step of the checkout process. Just make sure to enter the gift card number and PIN code. 
Contact us

If you have any questions about your order, our products, or navigating the website, please visit our FAQs — the answer may already be there.

If not, feel free to reach out using any of the options below or through our contact form, and we’ll get back to you shortly.

Customer Service Hours: Monday to Friday — 9:00 a.m. to 6:00 p.m. (PE)

Email: hello@cardenche.pe

WhatsApp: +51 962 369 199