SHIPPING & RETURNS

UNDELIVERABLE COUNTRIES

DELIVERY IS NOT AVAILABLE TO THE FOLLOWING COUNTRIES: BURUNDI, CUBA, ERITREA, IRAN, IRAQ, KOSOVO, LIBERIA, LIBYA, NEVIS, NORTH KOREA, SOMALILAND, SOUTH SUDAN, ST EUSTATIUS, ST HELENA, SYRIA, TAJIKISTAN, YEMEN, RUSSIA, UKRAINE, PUERTO RICO.

SHIPPING DETAILS

IN FRANCE, WE OFFER SHIPPING VIA MONDIAL RELAY, COLISSIMO, AND CHRONOPOST. FOR INTERNATIONAL ORDERS, THE SHIPPING METHOD DEPENDS ON THE OPTION YOU SELECTED:
1) STANDARD DELIVERY WILL BE HANDLED BY A LOCAL CARRIER SPECIFIC TO EACH COUNTRY.
2) EXPRESS DELIVERY IS MANAGED BY UPS OR DHL.
ALL ORDERS PLACED BEFORE 11:30 AM (CET) WILL BE SHIPPED THE SAME DAY. FOR ORDERS PLACED AFTER THIS TIME, THEY WILL BE SHIPPED ON THE NEXT BUSINESS DAY. FOR EXAMPLE, IF YOU PLACE AN ORDER IN EUROPE ON TUESDAY AT 4:00 PM, IT WILL BE SHIPPED ON WEDNESDAY. PLEASE NOTE THAT CARRIERS DO NOT DELIVER ON SATURDAYS, SUNDAYS, OR PUBLIC HOLIDAYS. FOR ITEMS LISTED ON OUR WEBSITE AS "OUT OF STOCK" OR AVAILABLE FOR "PRE-ORDER", THE ESTIMATED SHIPPING TIMES WILL APPLY ONLY FROM THE MOMENT THE PRODUCT IS BACK IN STOCK AT OUR WAREHOUSE. FOR DELIVERIES TO NON-EU COUNTRIES, CUSTOMS CLEARANCE PROCEDURES MAY CAUSE ADDITIONAL DELAYS BEYOND OUR ESTIMATED DELIVERY TIMES. HOWEVER, ALL PRODUCTS MUST BE DELIVERED WITHIN 30 DAYS, IN ACCORDANCE WITH CURRENT LEGISLATION.

DELIVERY COST

SHIPPING COSTS ARE CALCULATED AUTOMATICALLY DURING THE CHECKOUT PROCESS AND DEPEND ON:

1) THE COUNTRY OF DESTINATION
2) THE SIZE AND WEIGHT OF THE PACKAGE
3) THE SHIPPING METHOD SELECTED
THE PRICES WILL APPEAR ON THE PAYMENT PAGE.

PLEASE CONTACT US AT  CUSTOMERSERVICE@CARBONEPRINCE.COM  IF YOU WOULD LIKE MORE INFORMATION.

DUTIES & TAXES

FOR CUSTOMERS OUTSIDE THE EU, PLEASE NOTE THAT IMPORT DUTIES AND TAXES MAY APPLY UPON DELIVERY. WE RECOMMEND CHECKING WITH YOUR LOCAL CUSTOMS OFFICE BEFORE PURCHASING TO UNDERSTAND ANY APPLICABLE CHARGES IN YOUR REGION.

PAYMENT METHODS

WE ACCEPT THE FOLLOWING PAYMENT METHODS: APPLE PAY, PAY PAL, CREDIT CARDS, VISA, MASTERCARD, AMERICAN EXPRESS

ORDER TRACKING

ONCE YOUR ORDER HAS BEEN SHIPPED, YOU WILL RECEIVE AN EMAIL WITH A TRACKING NUMBER. YOU CAN TRACK YOUR PACKAGE DIRECTLY ON THE CARRIER’S WEBSITE.

EXCHANGE & RETURN

TO INITIATE A RETURN OR EXCHANGE, PLEASE HAVE YOUR ORDER NUMBER READY AND CONTACT US AT CUSTOMERSERVICE@CARBONEPRINCE.COM
ALL PRODUCTS MUST BE RETURNED IN THEIR ORIGINAL PACKAGING, INCLUDING THE PROTECTIVE
BAG AND PRODUCT LABEL/BARCODE. ITEMS MUST BE UNWORN, UNWASHED, AND UNDAMAGED.

 
RETURN POLICY BY REGION:
1) FOR CUSTOMERS IN FRANCE: A FREE RETURN SLIP WILL BE SENT TO YOU VIA EMAIL. 
2) FOR CUSTOMERS OUTSIDE FRANCE: WE WILL PROVIDE YOU WITH ALL THE NECESSARY DETAILS 
FOR YOUR RETURN.

RETURN POLICY

EXCHANGES AND RETURNS ARE ACCEPTED WITHIN 14 DAYS FROM THE DATE OF DELIVERY. 
IN FRANCE: RETURNS AND EXCHANGES ARE FREE.
IN EUROPE (EXCEPT UK & SWITZERLAND) WE OFFER TWO OPTIONS FOR RETURNS:
1) A PRE-PAID RETURN LABEL (COST: 12€, DEDUCTED FROM YOUR REFUND).
2) YOU CAN ARRANGE YOUR OWN RETURN SHIPMENT.

IN THE USA & CANADA WE OFFER TWO OPTIONS FOR RETURNS:
1) A PRE-PAID RETURN LABEL VIA DHL EXPRESS (COST: 25€, DEDUCTED FROM YOUR REFUND).
2) YOU CAN ARRANGE YOUR OWN RETURN SHIPMENT.

REST OF THE WORLD: RETURNS ARE THE CUSTOMER’S RESPONSIBILITY.

HOW TO RETURN

YOU MAY RETURN YOUR ITEMS WITHIN 30 DAYS FROM THE DATE OF DELIVERY, PROVIDED THAT THE PRODUCTS:

1) ARE IN THEIR ORIGINAL PACKAGING
2) HAVE NOT BEEN WORN, WASHED, IRONED, ALTERED, OR SOILED
3) STILL HAVE ALL ORIGINAL TAGS ATTACHED AND INTACT

STANDARD RETURN SHIPPING IS FREE WITHIN FRANCE.
PLEASE NOTE THAT GIFT BOXES AND POUCHES ARE NON-RETURNABLE, NON-EXCHANGEABLE, AND NON-REFUNDABLE.

ITEMS THAT ARE INCOMPLETE, DAMAGED, USED, OR RETURNED OUTSIDE THE ALLOWED RETURN WINDOW WILL NOT BE ACCEPTED.
CARBONE PRINCE RESERVES THE RIGHT TO REFUSE ANY REFUND THAT DOES NOT MEET THE RETURN CRITERIA.
IF THIS OCCURS, YOU WILL BE NOTIFIED BY EMAIL FROM OUR CUSTOMER SERVICE TEAM, AND THE ITEM WILL BE SHIPPED BACK TO YOU.

TO RETURN AN ITEM, PLEASE FOLLOW THESE STEPS:

1) GO TO THE CONTACT US SECTION ON OUR WEBSITE.

2) ENTER YOUR CONTACT DETAILS, THE EMAIL ADDRESS USED FOR YOUR ORDER, AND YOUR ORDER NUMBER.

3) A RETURN LABEL AND RETURN NOTE WILL BE SENT TO YOU BY EMAIL.

4) PACK THE ITEM(S) YOU WISH TO RETURN IN THEIR ORIGINAL CONDITION IN ONE BOX. INCLUDE THE RETURN NOTE INSIDE THE PACKAGE AND SECURELY ATTACH THE RETURN LABEL TO THE OUTSIDE.

5) PRINT AND SIGN THE COMMERCIAL INVOICES PROVIDED IN THE EMAIL.

PLEASE NOTE:
RETURN SHIPPING FEES MAY VARY DEPENDING ON THE COUNTRY AND, IF APPLICABLE, WILL BE DEDUCTED FROM YOUR REFUND.
THE RETURN REQUEST GENERATES AN INVOICE SHOWING THE PRODUCT AMOUNT EXCLUDING TAXES.
CARBONE PRINCE WILL REFUND THE TOTAL AMOUNT OF THE PRODUCT(S) PAID AT THE TIME OF THE ORIGINAL ORDER.

I RETURNED MY ITEM BUT HAVEN’T RECEIVED A REFUND

PLEASE ALLOW UP TO 21 BUSINESS DAYS FOR RETURNED ITEMS TO BE REFUNDED TO YOUR ORIGINAL PAYMENT METHOD, DUE TO THE FOLLOWING STEPS:

1) TIME REQUIRED FOR THE PACKAGE TO ARRIVE AT OUR WAREHOUSE;

2) PROCESSING AND INSPECTION OF THE RETURNED ITEM(S) FOR APPROVAL;

3) INTERNAL AUTHORIZATION OF THE REFUND BY OUR FINANCE DEPARTMENT;

4) TIME REQUIRED FOR THE REFUND TO APPEAR IN YOUR ACCOUNT (UP TO 7 BUSINESS DAYS AFTER APPROVAL).

IF YOU HAVEN’T RECEIVED YOUR REFUND AFTER 21 BUSINESS DAYS, PLEASE CONTACT US AT CUSTOMERSERVICE@CARBONEPRINCE.COM AND INCLUDE THE TRACKING NUMBER OF YOUR RETURN SO WE CAN INVESTIGATE FURTHER.