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FREQUENTLY ASKED QUESTIONS

Check most frequently asked questions here, if you still need help then please contact us at support@carrieatelier.com

ABOUT THE CARRIE® GIFT CARD

Our gift cards are purchased trough our online store.
A digital code is emailed to the selected email.  
Our gift cards are digital and can only be used in the online store.
How to use The CARRIE® gift card
Use the code on the gift card to redeem the gift card.
The CARRIE® Gift cards are valid one year from the date of purchase

ORDER STATUS & SHIPPING

We dispatch all orders as soon as possible, usually the same day or next business day.

We currently experiencing a high volume of orders. This means that the time for processing orders might be a little longer. 

Once an order has shipped, an email or sms will be sent with the tracking information.

We offer worldwide shipping. 

US orders: We use UPS and USPS US orders. The shipping time is estimated between 2-5 business days. 

International orders: We use UPS for international orders. The shipping time is estimated between 5-7 business days. 

European Union: We offer standard shipping with DPD (3-6 business days). We also offer UPS (2-4 business days). 

In the unfortunate event of lost packages we will investigate the issues and depending on the outcome send out a new item. We will not accept cancellations due to lost items. 

 

PAYMENT

We accept all major payment providers which includes; Visa, Mastercard, American Express, PayPal, Apple Pay, Google Pay, Shop Pay and Klarna.

RETURN POLICY

Sometimes things just don’t work out, it happens! We’re here to help you return or exchange your product. You have 14 days from when you receive the product to return it. 

Returns are accepted unused, undamaged items within 30 days of the purchase date. Please note that the item(s) need to be sent back with its original packaging, including the dust bag. If goods returned are not in a re-sellable condition, we may not accept your return.

Carrie Atelier does not support pre-paid return labels at this time. The shipping fees for returns are paid by the client. Please remember to use a tracked service since the item is not in our care until it's reached our facilities.

Return addresses to our warehouses below:

US (orders sent within US)
Salesupply C/O Carrie
12480 NW 25th 
Suite #115, 
Miami, FL 33182

Sweden (rest of world)
Carrie Atelier C/O Expresspack Sweden AB 
Risängsgatan 4, 50468 Borås, Sweden

Don't forget to include your order number. Your order number will be found in your order confirmation email. 

If you think your product is damaged or faulty please reach out to support@carrieatelier.com with your order number and photographs showing the issue.

Claims need to be made within 7 days of receivement.

We are not responsible for the condition of the outer box during delivery. If there are damages to the box during transportation we will not be able to replace the box. 

Faulty items will be replaced with a new item, if the item is currently out of stock the customer has the option to sign up to waitlist or select another color. 

Please note, we’re unable to cancel an order once it has been processed.

Pricing & discounts 
We're unable to offer price adjustments/price matching on items purchased at full price, that later go on sale. 

We're unable to add discount codes once an item has been purchased. 

If you want to exchange an item, please return it and place a new order.

TAXES & DUTIES

If you live within the European Union and the US, all fees are covered and you will not receive any additional fees to receive your package. 

 

If you live outside of the European Union and the US, VAT and/or other fees for import are not included and may apply for the customer. We do not have the possibility of estimating these quotes and recommend you to check with your regional customs authority. 

 

Please note that should you, as the receiver, chose to decline these charges upon delivery, Carrie Atelier will have to settle them in order to get the shipment in return. This sum will be deducted from your refund as a restocking fee.

WARRANTY

Warranty for your CARRIE is 12 months from the date of purchase.

You will need to provide proof of purchase with any claim, and we will endeavour to replace or repair your CARRIE if these conditions are met. Please note, the warranty does not cover any damage to any part of your CARRIE resulting from incorrect use, negligence, accidents or incorrect use of the product.