° What currency are your prices in?
All prices are charged in EURO. The currency will convert back to EURO once you are in the checkout.
° I want to make a change to my order, what can I do?
Please email our Customer Care team as soon as possible, if your order has not been packed for shipping we may be able to make changes to your order however, if it’s too late – sorry, it’s too late!
° I want to cancel my order, what can I do?
Once an order has been placed we are unable to cancel it.
° I forgot to enter my 10% off discount code, can you add it in?
Once an order has been made we cannot add/amend discount codes or refund partial amounts. Good news is you can always use it next time.
° I’ve entered my shipping address wrong – how can I change it?
Please contact Customer Care right away, if your order hasn’t been shipped we can change your shipping labels however, if it’s too late you will need to get in touch with our shipping services to redirect your parcel.
° What is the status of my order?
Once your item has been shipped please allow up to 24 hours for the shipping confirmation email. You can track your parcel via the link and follow it’s delivery. If you need a further update or if there is an issue with your order, please contact our Customer Care service.
If you have any further questions about the status of your order please email Customer Care via email@example.com
° What is your returns policy?
We accept items returns from the CARTEL Collection, if they are in their original condition (tags attached, no body odor, make up etc.) and we will provide you a credit note upon the return of your item. In the other hand, we do not accept items returns from the Vintage Shop collection.
All returns must be requested within 14 days of receiving your item.
We reserve the right to refuse any returns if we identify potential misuse or abuse of our return policy.
° Do you offer refunds?
We do not offer refunds unless the item is deemed faulty by our Returns Team.
° When will I get my credit note?
Once we receive your return, please allow 2-3 business days for your return to be processed. Once it has been processed you will receive an email with details of your credit note.
° If I used my ‘10% off my first order’ code does that mean I cannot return my item?
We make an exception for this code and do allow you to return your items purchased with this code only.
° How do I arrange a return?
To arrange a return please email our Returns Team via firstname.lastname@example.org they will email you a returns form that is needed to identify all returned items.
Click here to view our full returns policy.
If you have any further questions about returning an item please email email@example.com