Sail to new destinations: Shop the new Cruise 2021 "Bon Voyage" Mini-bags

FAQs

ORDER PROCESS

Can I get a product custom designed?

For customisation of any listed product on this website you must contact us beforehand to discuss and make an agreement on the type of modification needed. You will need to tell us the name of the product. Please note an extra cost will be charged. Dying services are excluded from customisation

To discuss your requirements in more detail send an email to: design@carlotarojas.com.

Sizing - How do I measure my head?

Customisation designs sometimes require you to send us your head size. To get your head size you need to use a soft tape measure and place it around your head, just above your ears and across mid forehead. Make sure you are measuring in a parallel line. Head size must be given in cm. Should you require further assistance contact us.

Can you deliver items as gift?

Yes, gift packaging is available upon request. Just email us at info@carlotarojas.com prior purchase so we can accommodate your demand.

How do I make a payment?

All payments are processed externally by PayPal. This is our preferred payment method as PayPal offers the safest internet payment tool and provides insurance and protection to both the seller and buyer. To make a payment it is not necessary to create a PayPal account, but only to introduce all the necessary details and personal information. Your payment details will not be shared with Carlota Яojas.

In the My Cart page if you click on the "Checkout" button you will be forwarded to the checkout page. Then introduce your information, choose the shipping method and review your order. After clicking “Complete order”, you will be redirected to the PayPal website to complete your purchase securely. There you will need to choose between 'Log in' if you already have a PayPal account or select the 'Pay by Debit or Credit Card' option that is directly below the log in area to check out as a guest.

Alternatively, for a faster checkout process simply click on the yellow PayPal button and a PayPal pop-out window will appear. Then choose between 'Log in' or select the 'Pay by Debit or Credit Card' option below log in area to check out as a guest.

Please note we reserve all rights to refuse service or cancel orders at any time.

For more information visit www.paypal.com or contact us.

Can I pay with a debit or credit card?

All major debit and credit cards such as Visa, Mastercard and American Express are accepted through PayPal as methods of payment. Please select the appropriate debit or credit card during the payment process and fill in the required personal information and card details. Then click the 'Pay Now' button at the bottom of the page and all done. Your debit or credit card will only be debited once your order has been confirmed.

Can I order by telephone?

Yes, you can call us on +44 (0)7846 571262 to process a payment in your behalf.

I have problems during the payment process

If you are having trouble to make a payment, please telephone +44 (0)7846 571262 or email info@carlotarojas.com. We will try to resolve this for you immediately.

DELIVERY and RETURN

How long it will take for delivery and how much it costs?

All products on display in this website are ready-to-wear. Products which require customisation may take 1 week before being shipped. Then, normal delivery dates would apply. Once payment is received and the order confirmed, we aim to ship all orders within 3 days.

For UK Standard delivery is £8 and it can take 2-3 working days, unless Next Day Special Delivery is chosen which costs £12. Deliveries for Europe cost £12 and may take between 3-5 working days; excluding fascinators and other valuable goods in which case an exact delivery quote will be given upon request. International delivery costs vary depending on the country of destination, for an exact quote you need to email info@carlotarojas.com. There is free delivery for orders over £150 ONLY for UK. Any delivery costs and dates are approximate only.

Delivery is made via Royal Mail. We can, if needed, arrange a different courier service but this may add an extra cost.

For a more detailed information see our Delivery and Return policy section.

I need my product in a hurry - Can you deliver it sooner?

If you require an item by a specific date, please notify us as soon as possible 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 call us at +44 (0)7846 571262

What if an items is faulty?

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. Once the item is back with us, we will check its condition and cover all costs involved in returning the item as well as the the cost of the item. We strongly advice you 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.

Can I cancel/exchange my order?

Yes, at Carlota Яojas you can either exchange or cancel any purchased good.

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. Once 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.

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. You must inform us of your decision as soon as possible at info@carlotarojas.com. Then, you must return the goods to us in accordance to our return policy. Once you have cancelled an order, you have a further 14 working days to send the goods back to us. We will refund you the purchase price for goods including relevant delivery charges once we have confirmed the condition of the goods.

We regret that we are unable to offer an exchange or cancellation on goods that have been customised as the headpiece or accessory will be already in production.

For further information see our Delivery and Return policy section.