Shipping and returns
We ship to European Union countries. Shipping times are:
- Spain and Portugal, peninsular (except Canary Islands): 48-72 hours from the next business day after order confirmation. Balearic Islands, 3-5 working days from the day after order confirmation. Free shipping on orders over 10€.
- Europe: 4-10 working days, starting the day after order confirmation. Shipping cost: 10€.
- Switzerland: 4-10 working days, starting the day after order confirmation. Shipping cost: 35CHF
- Ireland: 4-10 working days, starting the day after order confirmation. Shipping cost: 15€
- UK: No shipments are being made to the U.K. at this time.
The return request period is 14 calendar days from the date that the order has been received.
To accept a return, the products must be returned in the same conditions in which the customer received them. This means that they must not show signs of use, come in their complete original packaging, along with product labels and accessories.
If the return does not comply with the terms described above, Carlett reserves the right to refund all or part of the order amount.
- If it does not have its complete original packaging or labels, up to 10% of the total order value will be deducted.
- If it shows signs of use, up to 25% of the total order value will be discounted.
The return cost is free for purchases made in Spain and Portugal (peninsular). For all other regions/countries, shipping costs will be deducted from the total refund. Consult the following table:
Once Carlett verifies that the returned products meet the specifications detailed in the Shipping and Returns policy, we will send you an email informing you that the return has been accepted. We will proceed with the corresponding refund through the same payment method by which the customer made the purchase.
Change or return of a spare part
If you want to exchange or return a spare part, Carlett will arrange their collection, but transportation costs will be borne by the customer/buyer*. Spare parts must be returned in the same conditions as they were sent. *Consult with Carlett about transportation costs.
How to request a return?
To manage a return, it is necessary to send an email to firstname.lastname@example.org with the following information:
- Contact information (name + surname, address and telephone number)
- Order number
- If you want to make a partial return, you must tell us what product quantity you want to return.
Once the return is accepted, you will receive confirmation from Carlett and we will tell you when the carrier will pick up the package at the original order address. If the address is different, you must notify us when requesting the return. Please prepare the package in the original box and in the same conditions in which you initially received the package.