Refund policy

Refund Policy – Carla Jewellery
At Carla Jewellery, we take great care to ensure the quality and attention to detail of every order. If you wish to return an item, the policy below has been drawn up to provide you with a simple and pleasant experience.

Return period
You have 30 days from receipt of your order to submit a return request.

Return conditions
Items may be returned if they meet the following conditions:

They have not been worn or used;
They are in the same condition as when received;
They are returned in their original packaging;
A valid proof of purchase is provided.

How do I request a return?
To initiate a return, simply contact us at e-mail info@carla-jewellery.com.

Please include the following information in your message:

your order number;
the reason for the return;
your first and last name;
the delivery address used when placing the order.

We will respond as soon as possible with the necessary instructions, including the correct return address.

Do not return your parcel without our prior authorisation.
The return address will only be provided once your request has been validated.

Cancellation of the order
Once the order has been dispatched, it cannot be cancelled. In that case, we ask you to wait until you have received your parcel and then submit a return request. You are, of course, welcome to inform us of your intention in advance.

Returning the parcel
To help us process your return more easily and quickly, we would appreciate it if you could send us a shipping confirmation or a tracking number once you have posted your return parcel.

The cost of returning the parcel is the customer’s responsibility. The parcel must be sent to the returns address provided by our customer service team.

Exchanges
We do not offer direct exchanges. If you wish to receive a different item, you can return the original product and place a new order once the return has been accepted.

Refunds
Once your return has been received and checked, you will receive an email notification.
If the return is accepted, the purchase amount will be refunded within 10 working days via the original payment method.

Shipping costs are non-refundable. Any additional costs associated with a specific shipping method cannot be reimbursed. No fees will be charged for processing the refund.