Frequently asked questions

How long do I have to return an item?

Items can be returned within 14 days from date of delivery.

How do I return an item?

Registering your return/exchange online only takes a minute and allows for much quicker processing of your return request. This can be done by following the instructions on your Profile. 

You can also register your return request manually:

1. Complete the returns form and enclose it in the package together with the items you wish to return. Please e-mail us at contact@careofcarl.com if you require a new returns form.
2. You can either use the same packaging in which your order was delivered or repackage the items yourself.
3. Attach the pre-paid return label to the outside of the package and take it to your nearest delivery point.

Find out more about our returns policy here.

What regions do you deliver to?

Care of Carl offers EU-wide delivery. For destinations in Scandinavia, Germany and Austria, we recommend using our local sites which can be found at the following addresses:

Denmark:	careofcarl.dk
Finland:	careofcarl.fi
Germany & Austria:	careofcarl.de
Norway:	careofcarl.no
Sweden	careofcarl.se

I’ve lost the reference number for collecting my package. Can I still collect it?

When the package was sent, you should have received an e-mail containing the tracking number. This can be used to check where and when your package can be collected.

How long do I have to collect my package?

Your package will be available for collection for 7 days from the date of delivery.

How do I cancel my order?

Please e-mail us at contact@careofcarl.com. Please note that we are unable to cancel your order once it has left our warehouse. In this case, we advise following the normal procedure for returning an item, which is explained here.


What delivery options do you offer?

DHL Green:
DHL's ground delivery service has a reduced environmental impact compared to sending orders by air. Through the DHL Green initiative, the company also invests in ambitious environmental projects aimed at further reducing the climate footprint of your delivery. You will receive a notification once your parcel is on its way and given the option to adjust your delivery preferences. If you are not at home when your delivery arrives, you will be able to collect it from your local DHL Servicepoint. Estimated delivery time: 3-6 working days. 

DHL Express:
DHL Express is an efficient air freight service that can deliver to most parts of the EU within one working day. You will receive a notification once your parcel is on its way and given the option to adjust your delivery preferences. If you are not at home when your delivery arrives, you will be able to collect it from your local DHL Servicepoint. Estimated delivery time: Normally within 1-2 working days.

I wish to return an item purchased with a gift card. How will I be refunded? 

The balance will be credited to your Care of Carl account and can be used against future purchases.

What payment options do you offer?

Card Payments

Visa, Mastercard eller American Express. No extra charges will be incurred.^*

Paypal

If you wish to pay using PayPal, select the PayPal option at checkout and follow the instructions. You will need a PayPal account to use this payment method. If you do not currently have an account, you can easily create one when placing your order. Your order will be shipped as soon as we have received your payment and no extra charges will be incurred.^*

*Transactions are processed in Euros (€). If your card has a different primary currency, your provider may charge a currency conversion fee, for which Care of Carl AB retains no responsibility. Please contact your card issuer or bank for more information.

How do I make a claim regarding a faulty item?

Please contact us at contact@careofcarl.com, providing us with a description of the problem and an image showing the fault.

How will my claim be resolved?

In the first instance, the fault will be corrected by a tailor or shoemakerε at no extra cost to you. If your claim is approved and a repair is not possible, we will offer you the choice of receiving a replacement item, having the amount credited to your account, or receiving a full refund.