Returns must be approved by CARMEN first — Please follow our return steps described below.
- Items must be returned in original and unused condition with all tags/packaging attached and in sellable condition
- CARMEN will not issue a refund until return merchandise has been received
- CARMEN reserves the right to refuse any return merchandise
- Cash refunds are only possible for items purchased via the online store. Any item bought in the store can be returned in exchange for store credit.
- You will need to pay for the shipping costs of your item, but we will be sure to refund all original costs incurred
HOW TO MAKE A RETURN
(1) Please email firstname.lastname@example.org to request a Return Authorization number (RA#).
(2) Kindly include your name, order number and item(s) you wish to return in the e-mail. Our return team will issue you a unique RA# number.
(3) Please put your RA# outside on the return package in order to complete your return and ship it with a signature required delivery method to:
1017 EP Amsterdam
Once your return has been received, please allow 1-3 business days for processing the refund or store credit.
*Do not return any product(s) without requesting a RA# number first - they may be rejected.
Once your order has been processed, please allow 1-5 business days for your order to be completed and shipped. We normally process in 24 hours, but processing can take longer during holiday and sale season since we are a small team. We greatly appreciate your patience.
We currently don’t offer free shipping but are working on it!
We stock in Amsterdam, and ship all orders within the EU using PostNL and all orders outside the EU with DHL.
NL Standard (PostNL)
Home delivery (1-2 business days) — €7.50
Amsterdam store pick-ups are FREE
EU Standard (PostNL)
Home delivery (3-7 business days) — 18€
International Standard (DHL Express)
Home delivery (7-14 business days) — 40€
CARMEN is not responsible for loss, damages or delays after shipping your order. All shipments are insured for the value of the merchandise. All orders are shipped with signature required.
CARMEN is not responsible for any additional taxes, fees or duties. Please make sure you are aware of your local rules and regulations before completing your order.
Feel free to email email@example.com with any additional shipping questions.
Once your order is completed and ready to ship, you will receive an email confirmation and receipt with your order details, and a separate email will follow with tracking info. Please allow up to 24H for your tracking link to become active.
*note customer care and parcel distribution are CLOSED on weekends and NL national holidays.