FAQ
MY ORDER
Where do I check my order status?
We will send you a confirmation email once your order is shipped. If you did not receive this email, please contact our team at info@carliev.com to check on the status of your order.
I didn’t get an order confirmation.
Please check your spam and double-check if you gave us the right email address. Contact us at info@carliev.com if you still need help.
I need to cancel or change my order, what do I do?
If you want to change or cancel your order, the quickest way is through our contact form, instagram or email info@carliev.com right away on the date in which the order was placed. Please note that once you receive your final confirmation email with tracking information, we are not able to make any changes to your order.
My package never showed up. What happened? Where can I find it?
If your order hasn‘t arrived after a reasonable period of time, please contact us at info@carliev.com. Contact us at least three days after the planned date of arrival. We would be happy to help contact the transporter to inquire after your package.
Which payment option do I have?
Ideal for Dutch residents. For others, we use credit cards Paypal, and more.
What does the shipping cost?
The Netherlands & Belgium
We offer free Standard Shipping on all orders to The Netherlands and Belgium over €75,-. A shipping fee of €3.95 applies for orders under €75,-.
Europe & United Kingdom
Orders within Europe and in the United Kingdom are shipped for free from €150. A shipping fee of €9.95 applies for orders under €150. Duties and taxes assessed by customs are the responsibility of the customer.
International
We offer free Standard Shipping for orders over €150 outside Europe. A shipping fee of € 19.95 applies for orders under €150. Duties and taxes assessed by customs are the responsibility of the customer.
How fast do you ship?
All domestic orders will be processed and shipped within 1 – 3 business days of order confirmation (including expedited shippings orders), unless otherwise indicated. We always do our best to get your order shipped as quickly as possible; if you have a rush order, please contact us at info@carliev.com and we will work to ship it as quickly as possible.
Please note that occasionally, some styles will take a bit longer to produce. We note in each style’s product page the specific timeframe you should expect it to ship.
When can I expect my international order?
Most orders leave our office within 1 – 3 business days of order confirmation. Once your international order has shipped, we estimate that you will receive your order within 3 – 8 days of its original shipping date. International orders to non-EU countries may experience delays caused by customs. These notifications can be accessed through the tracking number provided in your final confirmation email.
Will I need to pay import or duty taxes?
International shipments may be subject to additional customs, duties and fees, all of which are the full responsibility of the recipient. These fees may vary from country to country and shipping delays may occur due to customs.
RETURNS:
I received my order but it was broken or damaged. What do I do?
We are very sorry about this! Please email us right away at info@carliev.com.
What should I do if I received my order and decided I do not want it?
You have the right to return your order up to 14 days after receipt. This is possible if there is something wrong with your jewelry or you didn’t get what you asked for. Just contact us at info@carliev.com
Returning your items at your own cost unless it is something we should've done better. Please note that we can only refund your purchase if we receive it and if it is in perfect condition. Items bought in the sale have different rules.
Please use our return portal to register returns.
PRODUCT CARE:
How do I take care of my items?
We understand you love to wear our ear candy as long and as much as possible. To keep your CarlieV jewelry in perfect condition, we recommend that you store it in the velvet pouch that comes with a set of earrings, or in your jewelry tray, this prevents it from getting scratched and will reduce the potentially harmful exposure to outside elements reducing the likehood of tarnishing. Our jewelry is made to last, but pieces that are handled without care through excessive falling, wear and tear or incorrect transport / storage, are more likely to wear and show potential damage over time. So be kind to your unique CarlieV piece and take good care of it. Our stainless steel earrings are water resistant, but please avoid harsh chemicals, perfumes and makeup.
Our donuts are made of various gemstones. Some gemstones can fade when exposed to water or to direct sunlight for a longer period.
Is there a guarantee on the jewelry?
We give out a six-month guarantee on jewelry. Our Donut Charms are made of gemstone and glass and fragile if handled carelessly. We do not give out guarantee on breakage. Contact us at info@carliev.com and we'll make sure you get the warranty, simple.
HIRING:
Are you hiring?
Keep checking our Instagram page to see if we’re hiring.
BUSINESS:
I am an influencer or work for a brand and I would love to collab.
In that case chat with us or contact us on Instagram
I would love to sell CarlieV in my store.
We are always interested in great collaborations. Please contact us at sales@carliev.com
