We work hard to offer a prompt, value-for-money service and we believe this is reflected in our keen delivery pricing, and a returns policy that means you can buy with confidence.
Normal delivery time (if nothing else is stated) is 2-5 business days to Europe from receipt of your order, while orders to the rest of the world take 4-8 days. In case of longer delay in delivery, you always have the right to cancel the purchase. If you wish to do so, please contact our customer support. All deliveries are made by DPD or UPS and you will receive an e-mail when your package has been dispatched.
If you need your order in a hurry, we offer UPS Express Service with a small additional shipping fee.
You may return your purchase of goods within 30 days. If you want to return an item, please contact us on how to proceed with the return. The returned merchandise must be in new, unused, and unworn condition with all garment tags still attached. Please be careful when you try the garments at home, as some are particularly fragile. CARLU will refund your purchase price to you in full within 30 days of the receipt of your returned goods.
Note: The return policy is not applicable on bespoke or personalized products.
Delivery Duty Paid (DDP)
CARLU e-commerce orders are dispatched from our fulfillment center in The Netherlands. Delivery duties are applicable when goods are exported to any country outside of the European Union, and are payable by the recipient of the goods. Goods are either held by the delivery courier until the invoice has been paid, or the goods may be delivered followed by an invoice for the duties sent to the recipient.
We guarantee that the goods you have ordered are flawless on delivery. If however you receive a defective product, please contact us at customer service as soon as possible but no later than 14 days. Please return the product in the condition it was received detailing the damage or fault and you will get a new product within 2-3 weeks.
In case of a dispute, we inform that you as customer can appeal to one of the bodies listed on the European Commission's Online Dispute Resolution website at webgate.ec.europa.eu/odr.