FAQ

1. WHERE IS MY ORDER?
There are two easy ways to stay up to date: visit SMSA Tracking site here and you can find the tracking number in your bill email or log into My Account and review your order history. It may take up to 48 hours after an order has shipped for tracking information to appear.
2. HOW DO I USE MY PROMO CODE?
Enter your code at checkout exactly as it appears in the email, printed offer or webpage. Click “Apply” and your discount will be detailed in the payment summary. Only one promotional discount code allowed per order. You can find additional Terms & Conditions detailed on the original offer.
3. WHAT IS YOUR RETURN POLICY?
We want you to be 100% satisfied with everything from Caramel. If for any reason you’re not, simply bring it back on it is original condition! You can find all the details on our Returns page.
4. I FORGOT MY PASSWORD. HELP!
If you can’t remember your password, click here and enter your email. We’ll send you a link to change your password.
5. WHY IS MY CREDIT CARD INFORMATION NOT BEING ACCEPTED?
If you get an error message about a credit card failure after attempting to submit an order, you may want to check the following:
• Ensure that there are no typos or misspellings in your name, street address, city, and zip code.
• Verify that your billing name (including middle initial) and address on your credit card bill is exactly the same as you have entered.
• Try re-entering your CID or security code.
If you have validated that the information is correct, and you receive an error message at another attempt, call us at +966 12 6166006.
Please be aware that with each submission, you may place another hold on your funds for the total amount of the order. If this happens, those authorizations will drop off your account within 2-4 business days depending on your issuing bank. Please contact your bank for further questions.
6. HOW CAN I RECEIVE A REFUND IF I PAID BY CREDIT CARD?
If you have paid through electronic means (Credit or Debit card), the paid amount will be refunded to your card. The amount paid may take up to a month to reflect in your card statement or Cash U, depending on individual’s bank process

7. IF I RECEIVED A WRONG ITEM, HOW CAN I RETURN IT?
In the unusual circumstance where the item received is wrong, you can return the item in the same condition you received and in the original box and/or packaging intact. Once we receive the returned item, we will process the refund along with free 15 days returns.

8. IF I LOST THE ORIGINAL PACKING IN WHICH I RECEIVED THE ITEM, HOW CAN I STILL RETURN IT?
We accept return of item only if it is in an unopened, original box and/or packaging intact with all labels and barcodes on it, however in this case, please check the Help Center for more information.

9. CAN I SHIP MY ORDER INTERNATIONALLY?
It will be available soon!!
DO YOU HAVE ANY TIPS FOR HOW TO SAFELY USE YOUR CANDLES?
We’re glad you asked! Here are 4 easy tips to keep in mind:
1. Don’t touch your candle while hot! Never touch or move a Candle while lit; wait until wax hardens.
2. Keep an eye on your candles! Always burn Candles where you can see them (no longer than 3-4 hours at a time) and never near anything that can catch fire. Candles will burn slower and more evenly when kept in draft-free areas. Extinguish the flames before you leave the room. Never extinguish the flame with water.
3. Keep your Candles clean! Trim wicks to ¼ inch before you light them — every time! Straight, short wicks make your Candles melt evenly. And properly dispose of used matches and wick trimmings instead of leaving them in the Candle.
4. Keep Candles out of reach! Watch pets and children to avoid Candles being accidentally knocked over.
10 . HOW ARE BODY LOTION, BODY CREAM & BODY BUTTER DIFFERENT FROM ONE ANOTHER?
Thanks for asking!
All include shea butter. All are non-greasy. All provide hours of nourishing moisture. All contain ingredients that soothe, nourish & pamper. All will leave your skin feeling soft & smooth.
11. So, what actually differentiates our skin-loving trio? Density!
On the lightest side of the scale is Body Lotion, with 16 hours of continuous moisture. In the middle, it’s Body Cream (hello, 24 hour hydration!) And on the thick & richest side, it’s Body Butter, also proven to soften skin for 24 hours. No matter your style, we’ve got a moisturizer tailored to your needs!