SHIPPING & RETURN
If you are ordering from within your own customs zone or country, import duties will not be applicable however you may need to pay VAT or local sales taxes.
Shipping Countries and Rates We ship with DHL Express Worldwide
Europe – North America = below 500€ transport fees are 30€
Europe – North America = over 501€ free delivery
South and Central America = below 500€ transport fees are 50€
South and Central America = over 501€ transport fees are 20€
All Other Countries = below 500€ transport fees are 60€
All Other Countries = over 501€ transport fees are 30€
Shipment are processed within 1-3 working days and delivery should be expected within Usa = 2-3 working days Other Countries = 5-15 working days All deliveries are insured
Terms of delivery
The products are delivered to the delivery address indicated at the time of the order and within the time limits indicated. These deadlines do not take into account the preparation time of the order. When the delivery requires an appointment with the Customer. When the Customer orders several products at the same time, these may have different delivery times. In case of delay of shipment. In case of late delivery, the Customer has the possibility to cancel the contract under the terms and conditions defined in Article L 138-2 of the Consumer Code. The Vendor shall then proceed to reimburse the product and the « outward » costs in accordance with the conditions of Article L 138-3 of the French Consumer Code. The Seller provides a telephone contact point indicated in the order confirmation email in order to ensure the follow-up of the order. The Seller reminds that at the moment when the Customer hangs physically possession of the products, the risks of loss or damage of the products are transferred to him in family. It is the Customer’s responsibility to notify the carrier of any reservations about the product delivered.
Availability and presentation
In case of unavailability of an article for a period higher than 15 working days, you will be immediately warned of the foreseeable delays of delivery and the order of this article could be cancelled on simple request. The Customer will then be able to ask for a credit note for the amount of the article or its complete refund and the cancellation of the order.
– Return of Products
Exercise of the right of withdrawal You have a right of withdrawal of fourteen calendar days from the date of receipt or withdrawal of your entire order.
During this period, you may return undamaged Products without having to justify your reasons or pay a penalty. In case of damaged Products received, the procedure of article 7.3 will apply. All Products can be retracted, except those excluded by the law in article L221-28 of the Consumer Code, for example Products that have been personalized at your request. The returned Products must be intact and complete and must not have been the subject of extended shipping.
To exercise your right of withdrawal, You may use the standard withdrawal form to be completed here, or make any unambiguous statement indicating your intention to return the Product to CARLA, in particular by declaring your return online from your account, under the heading « Return an item and get your money back ». You must then return the Products to CARLA, at the latest within fourteen (14) days of your withdrawal, either – to the following address: CARLA Les Hauts du Carré d’or 97133 Saint-Barthélemy. You are responsible for return shipping costs (except in the case of a Product that is defective upon receipt, or an error by CARLA when sending the Product). CARLA undertakes to reimburse you in full upon receipt of the Product in its warehouses or upon receipt of the proof of return of your package that you will have sent to the following address CARLA, Service Relations Clients, Les Hauts du Carré d’Or 97133 Saint-Barthélemy. As an indication, it generally takes between three (3) and four (4) weeks for a return to CARLA’s warehouses. CARLA will reimburse you for the returned Products, subject to compliance with the above-mentioned conditions, as well as for the standard « outbound » delivery costs of the latter if You return your entire order. The « outbound » delivery charges with supplements are reimbursed within the limit of the standard delivery charges. It is specified that the « outbound » delivery charges will be refunded separately. If You do not return your order in full and retain one or more of the Products ordered, CARLA will not refund the amount of the « outbound » delivery charges. The refund will be made via the same payment method used for the returned order. Thus, for example, if the order for Products was paid for by : – Paypal, and the Paypal account is still active, the refund will be made to this Paypal account. For any other means of payment or in case of failure or impossibility of the previous refunds, the refund will be made by check sent to the billing address.
Exchange You may also request an exchange within thirty (14) days of receiving the Product. You may return the Product to be exchanged to CARLA.
Special case of a non-conforming Product CARLA advises you to check the Product at the time of delivery and, in the event that the Product delivered does not conform (error in the Product, defective, damaged or incomplete Product), to make written reservations to the carrier and/or CARLA within three (3) days of the delivery.
In all cases, the provisions set out in article 8.1 on legal guarantees shall apply. Thus, the Product delivered that does not conform to the order may initially only be replaced or repaired. Nevertheless, if the new Product received does not suit you, you may exercise your right of withdrawal within the remaining period. For Products reported as not conforming within three (3) days of delivery, CARLA nevertheless allows you to exercise your right of withdrawal and obtain a refund of the Product in accordance with the provisions of article 7.1, without going through the process of repairing or replacing the Product, as provided for by the legal guarantee of conformity.