Every order is shipped with care from St Barth, fully insured, with DHL Express Worldwide.
On this page
Important
If you are ordering from within your own customs zone or country, import duties will not be applicable; however, you may need to pay VAT or local sales taxes.
01
Shipping rates
We ship worldwide with DHL Express Worldwide. All deliveries are insured.
| Destination | Orders up to €700 | Orders over €700 |
|---|---|---|
| Europe & North America | €30 | Free |
| South & Central America | €50 | €20 |
| Rest of the world | €60 | €30 |
Rates are per order and displayed at checkout before payment.
02
Delivery times
1–3 days
Order processing
(working days)
2–3 days
Delivery to the USA
(working days)
5–15 days
Other countries
(working days)
03
Terms of delivery
The products are delivered to the delivery address indicated at the time of the order and within the time limits indicated. These deadlines do not take into account the preparation time of the order. When the Customer orders several products at the same time, these may have different delivery times.
In case of late delivery, the Customer has the possibility to cancel the contract under the terms and conditions defined in Article L 138-2 of the Consumer Code. The Vendor shall then proceed to reimburse the product and the « outward » costs in accordance with the conditions of Article L 138-3 of the French Consumer Code.
The Seller provides a telephone contact point indicated in the order confirmation email in order to ensure the follow-up of the order. At the moment the Customer takes physical possession of the products, the risks of loss or damage of the products are transferred to him. It is the Customer’s responsibility to notify the carrier of any reservations about the product delivered.
Availability and presentation
In case of unavailability of an article for a period higher than 15 working days, you will be immediately warned of the foreseeable delays of delivery and the order of this article could be cancelled on simple request. The Customer will then be able to ask for a credit note for the amount of the article or its complete refund and the cancellation of the order.
04
Returns
Right of withdrawal
You have a right of withdrawal of fourteen calendar days from the date of receipt or withdrawal of your entire order.
During this period, you may return undamaged Products without having to justify your reasons or pay a penalty. In case of damaged Products received, the procedure described in Non-conforming products will apply. All Products can be retracted, except those excluded by the law in article L221-28 of the Consumer Code, for example Products that have been personalized at your request. The returned Products must be intact and complete.
How to return an item
- Declare your return online from your account, under « Return an item and get your money back », or send us any unambiguous statement of your intention to return the Product.
- Send the Products back within fourteen (14) days of your withdrawal to the address below.
- Return shipping costs are at your expense, except for a Product defective upon receipt or an error by CARLA.
Return address
CARLA — Service Relations Clients
Les Hauts du Carré d’Or
97133 Saint-Barthélemy
Refunds
CARLA undertakes to reimburse you in full upon receipt of the Product in its warehouses or upon receipt of the proof of return of your package. As an indication, it generally takes between three (3) and four (4) weeks for a return to reach CARLA’s warehouses.
CARLA will reimburse you for the returned Products, as well as for the standard « outbound » delivery costs if You return your entire order. « Outbound » delivery charges with supplements are reimbursed within the limit of the standard delivery charges and are refunded separately. If You do not return your order in full, CARLA will not refund the « outbound » delivery charges.
The refund will be made via the same payment method used for the order — for example, to your PayPal account if it is still active. In case of failure or impossibility, the refund will be made by check sent to the billing address.
05
Exchanges
You may also request an exchange within fourteen (14) days of receiving the Product. You may return the Product to be exchanged to CARLA.
06
Non-conforming products
CARLA advises you to check the Product at the time of delivery and, in the event that the Product delivered does not conform (error in the Product, defective, damaged or incomplete Product), to make written reservations to the carrier and/or CARLA within three (3) days of the delivery.
In all cases, the legal guarantees described in our Terms and Conditions apply. The Product delivered that does not conform to the order may initially only be replaced or repaired. Nevertheless, if the new Product received does not suit you, you may exercise your right of withdrawal within the remaining period. For Products reported as not conforming within three (3) days of delivery, CARLA nevertheless allows you to exercise your right of withdrawal and obtain a refund, without going through the process of repairing or replacing the Product.