Return and Cancellation Policy
Are you not satisfied with your order? We would love to know how we can improve!
You can return your order within 14 days of receipt, provided it is unused, or send us a photo demonstrating that the product is defective. We will review the photo, and in most cases, we can resolve your issue without a physical return. We ensure that your money will be refunded to your account within five business days after we receive your return or verify the defect through our customer service.
Important: Beauty products and items purchased during sales or with other discounts cannot be returned.
Returns by Mail
You have up to 14 days after receiving your order to exchange a product for a different size/color or request a refund.
1. Contact info@carlsby.com
First, you must contact us via email to obtain the correct return address. As we utilize various distribution centers, we need to determine which center your package originated from based on the reason for your return.
2. Provide the Packing Slip
Pack the product as securely as possible in its original packaging and include a note with your order number. As the sender, you are responsible for the return shipment. Therefore, always request a tracking code from your courier when returning the package. Once you have sent the package, contact us at info@carlsby.com to confirm if you would like a refund or a different size/color.
Note: Our headquarters are located in China. Please be aware that you must send your package to our supplier (located in Asia) when returning the product.
3. Shipping
Visit your nearest parcel center (post office or parcel shop) to send your package back. Once the product arrives at our warehouse, the size/color will be adjusted as quickly as possible, or a refund will be arranged.
Order Cancellation
To cancel an order, you must contact us immediately at info@carlsby.com. If you cancel your purchase within 24 hours, we can provide an unconditional refund. Otherwise, the goods must be returned to us once they arrive at your location.
Shipping Costs
It is the customer's responsibility to pay all shipping costs for returning a product. These costs are non-refundable. If you receive a refund for your purchase, the original shipping costs will be deducted from your refund.
The time it takes for your exchanged product to reach you depends heavily on your location.
We always recommend using a trackable shipping service or purchasing shipping insurance!
