Delivery & Returns

WHERE DO YOU DELIVER TO?

Mainland UK & mainland US.

 

HOW MUCH DOES DELIVERY COST?

UK Mainland

Standard - £4.00    (£6.00 for oversize items and large orders)

2nd Class Signed For service via Royal Mail. (Dispatched within 1-2 working days).

1st Class - £6.00    (£10.00 for oversize items and large orders)

1st Class Signed For service via Royal Mail. (Dispatched within 1-2 working days).

Shipping will be automatically calculated at the checkout.

UK orders are eligible for FREE RETURNS, please see the free returns section below for more details. 

Working days are Monday-Friday.

Cancellations are accepted within the following timeframes:

1st Class - Within 1 hour or purchase

2nd Class - Within 2 hours of purchase

We allocate postage to orders shortly after receiving them to ensure we can work to fast dispatch times. Cancellations outside of these timeframes will be refunded with the exception of the postage cost.


International

United States - £70.00 with UPS  (Typically arrives in 7-14 days)

Available on orders up to 4kg, package weight will be automatically calculated at the checkout. Due to courier restrictions, some items such as dried flowers, vintage and oversize items are unavailable for international shipping. Restricted items will be labelled in the items description.

Any customs fees will be the responsibility of the customer. These fees will not be reimbursed by Carbon Row. Customs fees cannot be reimbursed if items are returned, any import fees incurred by Carbon Row on return will be deducted from the refund amount.

International returns are the customers responsibility. Returns must be requested within 14 days of delivery by sending an e-mail to hello@carbonrow.com. Please state your order number and items you wish to return. Please use a tracked service to ensure your return gets to us safely, Carbon Row cannot refund returns postage costs or original postage costs at this time.

 

FREE RETURNS

Not quite right for you? We offer free returns on unused items with original packaging (if applicable). However, we cannot accept returns on pierced jewellery for hygiene reasons. 

Returns must be requested within 14 days of delivery by sending an e-mail to hello@carbonrow.com. Please state your order number and items you wish to return. If your return is accepted, a free returns label will be emailed to you, please print your label and post at your local Royal Mail Post Office or book a Royal Mail collection online (non-refundable fees may apply). 

Items must be posted back to us within 5 days of a return being accepted or by the 'Post by the end of' date printed on your shipping label, please retain your proof of postage until a refund has been made. If returns are not posted within the 'Post by the end of' date, the return will be the customer's responsibility, in this case Carbon Row will not refund return postage costs.

Refunds will be processed within 2 working days of a package's arrival at Carbon Row HQ, the time the refund takes to arrive in your bank will depend on your payment method. Please note, we cannot refund original postage costs unless an item is faulty.

 

CANCELLATIONS 

Cancellations are accepted within the following timeframes:

1st Class - Within 1 hour of purchase

2nd Class - Within 2 hours of purchase

We allocate postage to orders shortly after receiving them to ensure we can work to fast dispatch times. Cancellations outside of these timeframes will be refunded with the exception of the postage cost.

 

FAULTS/DISCREPENCIES

If there are any issues with your order, please contact us no later than 3 working days after delivery. Photographic evidence will be required and we will gladly look into this and offer the best solution possible. Please retain all packaging and items in question until the investigation is complete. 

In cases where we request for the faulty item to be returned back to us, we will send a free returns label (see free returns terms above). A refund/replacement will be provided only when the return has arrived back to Carbon Row HQ. Original postage costs will be refunded for faulty items.

 

HOW LONG WILL IT TAKE FOR MY PACKAGE TO ARRIVE?

All orders are dispatched within 2 working days, the time royal mail takes to deliver your package then depends on which service you'd like to use.

1st Class - 1-2 working days from the dispatch date.

2nd Class - 2-4 working days from the dispatch date.

 

ITEM RETURNED TO SENDER (UK ONLY)

From time to time items are returned to sender, if this is displayed on your tracking information, it could be for the following reasons:

- You were out and didn’t rearrange a delivery

- Your package was waiting to be collected by you at your local depot but the holding time expired

- The address provided was incorrect/invalid 

Where possible, Royal Mail will return the package to us. If this happens, we will contact you and you will be offered a refund (minus delivery costs) or we can ship the parcel back out to you (shipping costs will be charged again).