Terms and conditions
§1 General Terms & Conditions
Those under 18 years of age must have permission from a parent or guardian before placing an order.
Our contract with you the customer will be in English.
A contract between Care of Carl AB and the customer will be established upon your actively agreeing to these terms and conditions at checkout and clicking 'Place Order'.
Prices include VAT.
The amount is calculated according to the rate of VAT in the region where the order is to be delivered.
We reserve the right to retroactively correct any obvious and unmistakable pricing errors. If you disagree with a pricing correction, you may cancel your order without incurring any charges.
We also reserve the right to annul an order in cases such as technical errors or when an item is no longer in stock.
If you wish to amend an order that has already been placed, this is only possible up to the point when the order has been dispatched from our warehouse.
All items remain the sole property of Care of Carl AB until full payment has been received.
Care of Carl AB reserves the right to annul an order in cases of suspected fraud.
The cost of each delivery method is shown at checkout. Please note that delivery charges may vary between regions.
We only deliver to countries within the EU.
On rare occasions, an item in your order may not be in stock and thus placed on back order. If we are unable to dispatch your order in a timely manner, you reserve the right to cancel your order without incurring any charges.
If your package is damaged in transit, this should be reported to the delivery firm immediately, after which you should contact our customer service team. If an order is lost during transit, this must be reported to us within a reasonable timeframe (2 months).
Confirmation of your order from Care of Carl AB will be sent to the e-mail address provided at checkout.
We currently offer two delivery methods: DHL Freight and DHL Express, both of which offer home delivery by default, with DHL Green cooperating with your local postal service for last mile delivery.
If DHL are unable to reach you at the time of delivery, your package may be rerouted to a nearby collection point.
Collection notices will be sent in one of the following ways, depending on whether you have provided us with your correct mobile phone number:
Text message and e-mail updates: You will be notified by text message and/or e-mail that your order is ready for collection on the same day it arrives at the collection point.
Postal updates: If you have not provided a mobile phone number, a notice will be sent to your home indicating that your order is ready for collection. Bring this notice, along with a valid form of ID for your region, to the collection point to take delivery of your order.
A valid form of ID must be shown in order to collect your package. If you are not the addressee but wish to collect a package on their behalf, please see the information provided by your local postal service.
In those cases where an item is unavailable or your delivery will be delayed, we will notify you via e-mail.
If you are not happy with the amended delivery estimate, you reserve the right to cancel your order without incurring any charges. We are unable to provide any form of compensation for delayed or unavailable items.
Care of Carl AB does not charge any additional fees for placing an order with us, neither will we demand any extra fees after your order has been placed. Consequently, the amount you need to pay will always be the same as the total amount stipulated at checkout, above the 'Place Order' button.
This sum includes the price of the item(s) in your order, VAT, and any delivery charges.
The prices displayed on careofcarl.com are displayed in euros (€) and this will therefore be the currency in which your purchase is processed.
If you pay with a card using a different primary currency, your provider may levy a conversion fee, for which Care of Carl AB retains no responsibility.
Card payments: We accept Visa, Mastercard, and American Express. Choose the 'Pay by card' option at checkout and follow the instructions. Your order will be dispatched upon receipt of your payment and no additional charges will be incurred. Card payments are managed by Nets, and only cards for which 3D-secure has been activated can be accepted.
PayPal: We accept payment via PayPal. Choose this option at checkout and follow the instructions. If you do not have a PayPal account, one can be created at checkout. Your order will be dispatched upon receipt of your payment and no extra charges will be incurred.
§4 Your Right to Cancel
You have the right to return or exchange your items for any reason, provided you notify Care of Carl AB within 30 days of delivery.
If the thirtieth day occurs at the weekend or coincides with a national holiday, the return period will be extended until the next working day.
If the returned items show signs of having been handled more than what could be deemed strictly necessary to assess their form and function, the customer is liable for any decrease in the item’s value. The amount of such a decrease will be determined by Care of Carl AB.
Your right to cancel is dependent on the items being returned to us together with their original packaging and labels. You have the right to assess the items you receive, but this right will be compromised if any seals have been broken or labels removed.
The right to cancel does not apply to underwear.
In cases where the returned item is missing its case, packaging, instruction manual or certificate of authenticity, Care of Carl AB reserves the right to reject the return request.
Items delivered directly to the home should be returned in the same way as all other delivery methods.
Exchanges: Items to be exchanged can be returned at no extra cost, provided that the return label included with your order is used. 'Exchange' in this context is understood as the purchase of a new item for each returned item.
The quickest way to exchange an item is to return the original item and place a new order.
Returns: You may return your items to Care of Carl AB free of charge for a full refund within 30 days. The 30-day period begins from the date you take delivery of your order. Use the returns form and return label included with your order.
In cases where the wrong item has been delivered, you may choose between a replacement item or a full refund.
All returned items should be carefully packaged so as to avoid damage during transit.
Returning items to Care of Carl AB is undertaken at the customer's own risk.
Faulty items: If you wish to return an item due to damage or production faults, we will assess each item manually and, in some cases, may ask you to send the item to us for inspection. The standard period in which you can make a claim for a faulty item is three (3) years. Any fault should be reported to us within a reasonable timeframe, that is to say as soon as it is discovered or can reasonably be expected to have been discovered. This is understood as being within two (2) months of the fault being found.
Faults discovered within six months of delivery are to be considered as production errors unless proved otherwise. If the fault is discovered after more than six months, the burden of proof is on the customer to show that the fault is not the result of normal wear/usage.
In the first instance, we will attempt to repair the fault. If this is not possible, we will provide you with a replacement product, on condition that the reported fault has been confirmed by us.
If it is not possible for us to provide you with a similar product, you reserve the right to demand a full refund.
Under normal circumstances, refunds will be credited to your account within 14 working days of our having received and accepted your return request. Refunds may only be credited to the same account and payment method used at the time of purchase.
If you would rather use the standard right of withdrawal form provided by the EU commission, this can be found here (PDF).
Care of Carl AB
504 64 Borås
Contact details for returns and refunds:
Telephone: +46 010-707 95 80 (Mon-Fri 08:00-17:00 CET/CEST). International rates apply, please check with your operator before calling or instead use the above e-mail address.
§5 Product Range
Care of Carl AB makes reservation for changes to our product range and reserves the right to remove a product from sale before a purchase has been completed. We also make reservation for items that are out of stock.
Delivery restrictions may apply for certain items, such as flammable liquids (perfume) and electronics.
The delivery methods we are able to offer is dependent on the items in your basket.
The available delivery methods are shown at checkout after you have provided information on your region and town/postcode.
Care of Carl AB makes reservation for any misprints on our website.
We are unable to guarantee that all images provided accurately represent the appearance of the product.
Care of Carl reserves the right to adjust its prices and correct any pricing errors.
§6 Force majeure
Care of Carl AB is not liable for any failure to fulfil any part of this agreement if the failure is due to circumstances beyond our control.
Examples of what is considered a Force Majeure include, but are not limited to, action or inaction by a government authority, newly implemented or amended laws, industrial disputes, blockades, fires, floods, sabotage, major accidents, and natural disasters.
The definition of Force Majeure also includes decisions taken by authorities that negatively impact the market or product itself, such as restrictions on indications, warning labels, prohibited items, etc., as well as abnormal market conditions, or if the company’s normal operations have been affected by criminal activity.
§7 Dispute Resolution
Complaints or comments regarding Care of Carl AB’s products or services should be made to our customer service team by e-mailing firstname.lastname@example.org or calling +46 010-707 95 80 (Mon-Fri 08:00-17:00 CET/CEST, intl. rates apply).
If you are dissatisfied with our handling of your case, please contact your national consumer protection authority.
Contact details for each EU member state can be found here.
You may also use the Online Dispute Resolution platform available on the EU Commission’s website.
We are in no way obliged to enter into alternative dispute resolution methods but will assess possible courses of action on a case-by-case basis.
§8 Fair Use Clause
Due to some customers showing abnormal purchasing behaviour and a way to take advantage of our free return policy, we have introduced the “Fair Use Clause”.
When we identify a purchasing pattern which we see as abnormal and unacceptable, then we will from case to case decide whether a customer will be denied from purchasing from us. This can happen due to returning products that are no longer in a new condition or don’t correspond with what was delivered. With exceedingly many purchases and an abnormal return percentage, then future purchases may be denied or alternatively be subject to a return fee of €10. If you are affected by this or believe that we have made an incorrect judgement, you are welcome to contact us for discussion.
In the cases where CareOfCarl have reason to suspect misconduct or fraud linked to an order, it will be stopped in accordance to the “Fair Use Clause”. A suspicion can be based on multiple objective and non-discriminatory factors. This can be things such as uncollected parcels, allegation of incorrect handling at CareOfCarl or our partners, orders composition or abnormal procedure when returning/receiving packages.