SHIPPING & RETURNS

GENERAL SHIPPING & DELIVERY INFORMATION

We ship most purchases to arrive via parcel service (UPS or FedEx) within 5–7 business days from receipt of order.

Items ordered together may not arrive together. We are not responsible for any delays caused by the parcel service.

Any questions regarding your shipment may be e-mailed to hello@carlacarstens.com. Please include your order number in the email. 

If you live outside of the continental United States and are interested in our product, please e-mail hello@carlacarstens.com to discuss your potential purchase. 

GIFT PACKAGING

Carla Carstens is proud to offer complimentary gifting packaging year round. Should you select the gift packaging option, your item will be sent in a matte black embossed lizard gift box with a black and metallic gold logo ribbon. Gift notes are handwritten on white cardstock featuring a Carla Carstens logo.

 

WEBSITE RETURNS

We want you to love your purchase. If for any reason you don't, you may return new and unused items within 5 business days of receipt for a merchandise exchange, with proof of purchase. Damages must be reported to hello@carlacarstens.com within 24 hours of receipt. Please note shipping charges are non-refundable.

RETURN ELIGIBILITY

Items must be new, unused, and in original packaging with original tags to qualify for a refund or exchange. Please carefully pack your item to ensure it is not damaged in transit.

The below categories are final sale and cannot be cancelled or exchanged:

  • Sale Items (clearly indicated on the product page)
  • Items Marked “Non-Returnable” (clearly indicated on the product page)
  • International Orders (orders outside of the continental United States)

EXTENDED HOLIDAY RETURN POLICY

You may return orders placed between December 1 - 22 until January 15. These items must meet all return eligibility requirements (listed above).

HOW TO RETURN YOUR PRODUCT

NOTE: We cannot receive or process returns without an RA number.

1. Email customer service at hello@carlacarstens.com to receive an RA number.

2. Clearly write your RA number on the outside of the package.

3. Carefully pack and securely seal the merchandise in the original shipping package if possible. An exchange will not be processed if the product is damaged in transit.

4. Address the package to:

Carla Carstens Home

Attn: Returns

39 West 19th Street, #604

New York, NY 10011