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Delivery and Return Policy

Delivery Policy

Carlota Яojas delivers goods via Signed Royal Mail services when sending to United Kingdom, Europe and the rest of the world. For the most valuable goods (e.g. Fascinators and Bridal) Next Day Special Delivery will be the default shipping method when sending only to UK. To ensure the safe delivery of our products a signature will be required as proof of receipt for all deliveries*. You can also track you order using the reference number provided in your dispatch confirmation email**. In case you are not at home when the courier delivers, they may leave a card stating how to pick up your parcel from your local collection centre, or they may leave your package with a neighbour.

Unfortunately, our services do not include Saturday or Bank holidays deliveries.

Alternative courier service is also available when necessary at an extra cost. The best rate will be automatically provided. Please email us at info@carlotarojas.com before placing your order if you require this option.

*This applies for any location, unless an alternative option is chosen.
**For further information about the progress of your order you can contact us through email at info@carlotarojas.com or directly on +44 (0)7846 571262.

Shipping

All products on display in this website are ready-to-wear. We aim to ship all orders within 3 days, subject to payment received and order confirmation. Products which require customisation may take 1 week to be shipped upon design agreement and subsequent payment confirmation. Then, normal delivery times would apply.

Special Delivery

If you require a product by a specific date, please notify us as soon as posible before making any purchase to ensure we can accommodate your order. We will try to do our best to get your order in time by choosing the best available service at the best price. Please note faster deliveries may incur an extra cost.

Contact us either by email at info@carlotarojas.com or through telephone +44 (0)7846 571262.

Delivery Cost and Time

All orders are fully insured and shipped from the UK. We will send you a dispatch confirmation email to let you know when your product is shipped. Each item purchased will incur a separate delivery charge, unless specified otherwise.

  • For general items:

    • UK Standard shipping: £8 (2-3 working days)
    • Europe Standard shipping: £12 (3-5 working days)
  • For Fascinators, Bridal and Special Collection:

    • Special Delivery (UK only): £12 (next day delivery)
    • Special Delivery Europe: **
  • For FaceMasks by CЯ:

    • 1st Class: £2.50
    • Express delivery: £5 (next day delivery)
    • Europe Standard: £5
  • International:**

  • Free Delivery for orders over £30 ONLY for UK.

Any delivery costs and dates are approximate only.

— Dispatch times may vary as result of unforeseen factors such as postal delays for which we will not be responsible. However, in case of lost or damage in transit, we automatically include insurance cover up to the value of your item.

— Prices may vary depending on the size and weight of the shipping box required per order.

Shipping charges include delivery and packaging costs. Shipping rates will be provided at checkout.

**Europe and International

Delivery cost and time will vary depending on the country of destination (including size and weight of the shipping box). Please, email us at info@carlotarojas.com to request a quote with the exact delivery price to destinations outside the UK.

Should your order be subject to local customs, import duties and/or taxes charges at the point of entry into the destination country you are responsible for paying these charges. Therefore, we highly recommend that you contact your local customs office to check potential charges before you make any order to avoid any surprise.

Please note Carlota Яojas cannot be held responsible for incorrect delivery information supplied to us.

Return Policy

At Carlota Яojas, we hope you are pleased with your new acquired products as we always try to satisfy our customers' needs.

However, if for any reason a product did not meet your expectations or you are not entirely satisfied, you can return or exchange the purchased goods. Please do notify us by sending an email to info@carlotarojas.com before returning any product. You have 14 working days from the date you received your order to return all the items to Carlota Яojas. Where your order comprises multiple delivery shipments, the period for returning your goods begins on the day after you received the last shipment ordered by you.

We regret that refunds or exchanges cannot be applied to customised products.

Please use the address below to return your items to Carlota Яojas:

PO Box 532
Twickenham
TW1 9PY
UK

To be elegible for a return or exchange you need to meet the requirements outlined below:

  1. Have contacted Customer Service to request a return, mentioning your order reference, and the items you want to return.

  2. Have enclosed the receipt of purchase provided with the product.

  3. Items returned must be in the same condition as you received them, unworn, and unmarked.

  4. Items returned must be complete with all tags still attached, intact, and in their original package.

Remember you are responsible for taking care of the products while they are in your possession. We recommend that returned products are packed safely and a traceable service is used so they are covered by adequate insurance to ensure the products reach us. We cannot be responsible for goods lost or damaged in transit. Any delivery charge for returning goods must be payed by the customer.

In the event an item is found faulty or it has suffered any damage whilst in transit you can return it. You must notify us a faulty item by emailing us to info@carlotarojas.com immediately (24h upon receipt of your order), providing us with your order reference and details about the fault or damage it has suffered. Cost of delivery will be reimbursed by us, as well as the cost of the goods once we have received the item and checked its condition. We will email you to inform you a refund can be proceeded. This refund will be made in accordance to our refund process. We strongly advice you to take pictures of the faulty item upon arrival so we can have a proof of damage and take the necessary action to fix the issue.

Carlota Яojas reserves the right to refuse any returned good if the item do not meet this requirements or is returned after 14 working days.

Refund Process

Once we have confirmed the returned goods meet all our criteria outlined above we will proceed to make the refund. We will send you an email to notify you we have received your returned item and a refund will be made. Refunds are proceed in accordance to the original method of payment that was used for the purchase. We will issue a refund of all returned products including delivery costs within 3 days of receipt and subsequent confirmation. Please allow some days to see the refund is credited in your bank account.

For more questions, contact customer service at info@carlotarojas.com.

Exchange

At Carlota Яojas you can exchange a purchased good for any other item in the website. For an exchange, you should contact us as soon as possible before your order is dispatched. If your order has been already dispatched, you have 3 working days from the date you received your order to notify us this decision at info@carlotarojas.com and further 5 working days to return it. To return your goods you must refer to our return policy. After your returned goods have been received and accepted, we will work out the value of your exchange and contact you. Additional delivery costs incurred as a result of exchanging will be the responsibility of the customer.

We regret that we are unable to offer exchanges on goods that have been customised.

For further questions send an email to info@carlotarojas.com.

Cancellation

You can cancel your order without having to give a reason at any time before your goods are shipped or within 7 working days from the day after you receive your goods. Where your order comprises multiple delivery shipments, the 7 working days cancellation period begins on the day after you received the last shipment ordered by you. To exercise your right to cancel, you must inform us of your decision as soon as possible at info@carlotarojas.com. You must provide us with the order reference and name of the product(s). Then, you must return the goods to us to our postal address (PO Box 532, Twickenham, TW1 9PY, UK). Any product returned must be received by us in a good condition and same packaging as when we delivered them to you. You then have a further 14 working days to send the goods back in accordance to our return policy. We will notify you once we have received all the goods and checked their condition. In case the returned good is not in an unused condition or is returned after 14 working days we will not reimburse you what you have paid for the goods and their delivery. If the goods are in a good condition, you will receive a full refund of the price paid for the products including relevant delivery charges in accordance to our refund process.

Carlota Яojas reserves the right to refuse the cancellation and subsequent reimbursement of customised designs as the headpiece or accessory will already be in production.