Customer care
Returns & exchanges
Timeless accessories, and a clear path if something isn’t right. Here is how shipping, returns, refunds, exchanges, claims, and import duties work at Carrie Atelier.
How to request a return
Write to us
Email support@carrieatelier.com with your order number, the item or items to return, and a reason if you’d like to share one.
We confirm
We’ll check that the return qualifies and send you instructions. We don’t provide prepaid labels.
Ship it back
You cover return shipping. Please use a tracked and insured service. Refunds go back to the original payment method.
What qualifies
To be accepted
- Unused, undamaged, and in resellable condition
- Returned with the original packaging, including the Carrie Atelier dust bag
- Started within 14 days of delivery, and completed within 30 days of purchase
Please note
- Items that aren’t resellable may be rejected or sent back to you
- A €10 or $10 processing fee applies per return
- Original shipping fees are not refunded
- Only returns that meet these conditions qualify for a refund
Shipping & delivery
2–5 business days
FedEx Express and USPS, depending on the delivery method you choose.
DPD 3–6 · UPS 2–4
Business days. Standard shipping with DPD, or the faster UPS option.
5–10 business days
Shipped with UPS. These windows are estimates, not guarantees.
We don’t refund shipping fees if a carrier takes longer than the estimate.
The rest of the policy
Exchanges
To exchange an item, return the original and place a new order.
Cancellations
Orders cannot be canceled once they have been processed.
Pricing
We don’t adjust or match the price if a full-price item goes on sale later.
Discount codes can’t be applied after the purchase.
Damaged or faulty
Write to support@carrieatelier.com within 7 days of delivery, with your order number and photos of the issue.
We’ll replace a faulty item. If it’s out of stock, you can join the waitlist or choose a different color. We don’t replace damaged outer boxes.
Returned to sender
If a parcel is on its way back to us, contact customer service and we’ll arrange redelivery. A re-dispatch fee may apply.
Delivered parcels
Please nominate a safe shipping address. Once an order is successfully delivered there, Carrie Atelier isn’t liable for parcels that are later stolen or go missing.
Where to send it
U.S. orders
Salesupply C/O Carrie12480 NW 25th Street, Suite #115
Miami, FL 33182
USA
International orders
Carrie Atelier C/O Expresspack Sweden ABSödra Däckvägen 12
50649 Borås
Sweden
Returns to Sweden must use DHL, UPS, or FedEx. Postal service returns are not accepted.
Taxes & duties
Included
VAT and import fees are included in the price you pay. Nothing further is due at delivery.
May apply on arrival
VAT and import taxes are not included. Check with your local customs office before you order.
If a delivery is refused because duties weren’t paid, we cover those fees to retrieve the shipment and deduct them from your refund as a restocking fee.
We’re here to help
Questions about an order?
For returns, claims, or duties, write to our customer care team. Thank you for choosing Carrie Atelier.
support@carrieatelier.com