Customer Care

Order Status

We will send you a confirmation email once your order is shipped. This email includes a tracking number. If you did not receive this email, please contact our team at info@carliev.com to check on the status of your order. 

If you want to change or cancel your order, email info@carliev.com right away on the date in which the order was placed. Please note that once you receive your final confirmation email with tracking information, we are not able to make any changes to your order. 

If your order hasn‘t arrived after a reasonable period of time, please contact us at info@carliev.com CarlieV is not responsible for packages once they have been dispatched to a carrier for delivery to your shipping address. Nevertheless, we would be happy to help contact the transporter to inquire after your package.

Returns

We accept returns of all non-final sale product, go to “shipping & returns” for more information.

We are very sorry about this! Please email us right away at info@carliev.com

Product Care

Our Fine Jewelry line is created to last a lifetime and to remain a great investment piece to pass precious memories on to future generations. 

Although solid gold is quite lasting it can get scratched and lose its lustrous shine if not treated kindly. We advise to keep this in mind and take them off before high-impact activities. Real gold can be damaged by acids and chemicals like Chlorine, so we advise not to wear it when getting into a swimming pool. 

To keep your CarlieV jewelry in perfect condition we recommend that you store it in the velvet pouch that comes with it to prevent rour piece from getting scratched or tangled and it will reduce the potentially harmful exposure to sunlight and moist air. 

Our creations are made by hand in limited series. This makes our items truly unique, with their own stories and variations. To keep your CarlieV Vermeil jewelry in perfect condition, we recommend that you store it in the velvet pouch that comes with it; this prevents it from getting scratched and will reduce the potentially harmful exposure to outside elements reducing the likehood of tarnishing.  Our jewelry is made to last, but pieces that are handled without care through excessive falling, wear and tear or incorrect transport / storage, are more likely to wear and show potential damage over time. So be kind to your unique CarlieV piece and take good care of it. For vermeil items, you can expect some tarnishing overtime with wear. Avoid scratchy surfaces and harsh chemicals, perfumes and makeup, and avoid getting your piece wet.

No worries. We can send you new earring backs if needed for a €12 fee to cover shipping. Just contact us at info@carliev.com and we’ll ship new backs to you immediately!

Payments

We accept Visa, Mastercard, American Express, Maestro and Ideal. We also accept PayPal, Apple Pay and Google Pay.