How fast do you ship?
All domestic orders will be processed and shipped within 1 – 3 business days of order confirmation (including expedited shippings orders), unless otherwise indicated. We always do our best to get your order shipped as quickly as possible; if you have a rush order, please contact us at firstname.lastname@example.org and we will work to expedite it as quickly as possible.
Please note that occasionally, some styles will take a bit longer to produce. We note in each style’s product page the specific timeframe you should expect it to ship.
My order never showed up? What should I do?
We are not responsible for packages that are lost or damaged in transit. We strongly urge you to select a secure shipping location. If you need to make a change to your shipping address, email us at email@example.com as soon as possible. We can amend the address as long as the package has not left our facility, but unfortunately, we cannot reroute a package once it has been shipped. In the event your package does go missing, please notify us immediately so that we can file a claim with the shipping carrier on your behalf.
Will I need to pay import or duty taxes?
International shipments may be subject to additional customs, duties and fees, all of which are the full responsibility of the recipient. These fees may vary from country to country and shipping delays may occur due to customs.
When can I expect my international order?
Most orders leave our office within 1 – 3 business days of order confirmation. Once your international order has shipped, we estimate that you will receive your order within 3 – 8 days of its original shipping date. International orders to non-EU countries may experience delays caused by customs. These notifications can be accessed through the tracking number provided in your final confirmation email.
What is your return policy?
All sale items, items purchased during promotions, made-to-order pieces, and apothecary products are final sale and are not eligible for returns. We accept returns on all full-priced, non-apothecary products in their original condition, unworn and unused, within 14 days of your purchase. Returns meeting these conditions will be issued a full refund (excluding shipping costs) to the original form of payment. Please note that the customer is responsible for all return shipping costs. Returns should be mailed to:
1091 TJ Amsterdam
What if I want to exchange my order?
If your item was purchased at full price and is unworn/unused within 14 days of your purchase, you are eligible to exchange your item for a product of equal or lesser value. If you’re looking to exchange your item please follow these steps:
1. Let us know by email firstname.lastname@example.org which item you wish to return and do not forget to mention your order number.
2. You will receive a return form and further information.
3. Select the exchange option on your order receipt with your email address included in the package. Once we have received the return package, we’ll send you a discount code for the purchase price that can be redeemed on our website upon receipt.
Exchanges should be mailed to:
1091 TJ Amsterdam
When should I expect my refund?
Refunds are issued within 1 business day of our receipt of the returned product.
Can I return sale items? What if the sale item was a gift?
All sale items are final sale. If you were gifted a sale item and would like to exchange it, please contact us at email@example.com
Can I return an item that was purchased during a flash sale or promotion?
All flash sale or promotional purchases are only eligible for exchange.
What if my item arrived damaged?
Oh no! So sorry about this! Please contact us right away at firstname.lastname@example.org
Do you do repairs?
CarlieV will repair items purchased through carliev.com at no charge for up to 1 year following purchase (under all reasonable circumstances). For purchases older than 1 year, repairs will be subject to a fee assessed on a case-by-case basis. We will always do our best to repair your CarlieV piece. Please contact us at email@example.com with specific repair request to determine whether repair can be accommodated and the associated charge. All associated shipping charges are the responsibility of the customer. We do not repair items that are older than 2 years.