Delivery & Returns

HOW MUCH DOES DELIVERY COST?

UK Mainland

Free Standard Delivery on orders over £80 

Via Royal Mail or Parcelforce. Dispatched in 1-3 working days.  

Tracked 48 - £4.00    (£6.00 for oversize items and large orders)

Via Royal Mail. Dispatched within 1-3 working days.

Tracked 24 - £6.00    (£10.00 for oversize items and large orders)

Via Royal Mail. Dispatched within 1-3 working days.

Special Delivery Guaranteed - £9.00 (£12.00-£15.00 for oversize items and large orders - calculated at checkout)

Via Royal Mail. Dispatched next working day if placed before 5pm.

Working days are Monday-Friday (excluding bank holidays).

Cancellations are accepted within the following timeframes:

Tracked 24/Special Delivery Guaranteed - Within 1 hour of purchase

Tracked 48 - 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 - £30.00 via Royal Mail  (Typically arrives in 7-14 days from dispatch)

Available on small orders up to 2kg, package weight will be automatically calculated at the checkout. Due to courier restrictions, some items such as dried flowers, vintage, electronics 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.

 

RETURNS

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

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.

Items must be posted back to us within 5 days of a return being accepted, please retain your proof of postage until a refund has been made. 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).