This Return and Refund Policy applies to all purchases made through the Carla Moda website.
Return period
Customers in the Netherlands have the right to cancel their purchase and return the product within 30 days of receipt.
Return instructions
Return notification:
To start a return, contact our customer service at contact@carlamoda.com with your order number and a clear reason for the return.
Return authorization:
After reviewing your return request, you will receive further instructions and, if applicable, a prepaid shipping label.
Packaging and shipping
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Carefully pack the item in the original packaging with all labels and tags still attached.
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Include the return authorization form and any required supporting documents or images.
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Download and print the return label via the link in our email.
Return costs
For defective products:
No cost to the customer. This applies when the product was delivered incorrectly, damaged by the carrier, or defective in any other way.
In case of withdrawal (cooling-off period / change of mind):
The actual cost of the return shipment is the customer's responsibility. This applies when the wrong product was ordered, the item does not fit, or the customer no longer wants the item.
Return address
Send all returns to:
No. 137, Shiyan Village, Puyang Street, Pujiang County, Jinhua City, Zhejiang Province
Shipping method and costs
Shipping method: DHL + Track & Trace
Estimated return costs: €15 - €25
Specific Return and Refund Conditions
Return for change of mind:
If you change your mind, you can return the product within 30 days, provided it is unused, undamaged, and in the original packaging.
Defective goods:
If you receive a defective product, contact our customer service immediately for instructions. Carla Moda will cover the return shipping costs and offer a replacement product or a refund.
Damaged goods:
If the product arrives damaged, send us photos of the damage within 48 hours of receipt. We will assess the situation and reimburse return shipping costs if necessary.
Incorrect product received:
If you receive the wrong product, please contact us. We will cover the return shipping costs and ensure you receive the correct product.
Product not received:
If your product has not arrived, please contact us so we can initiate an investigation with the carrier. If the product cannot be found, we offer a full refund or a replacement product.
Cancellation after order:
You can cancel your order within 24 hours. If the order has already been shipped, please follow the return procedure after receiving the product.
Policy for Damaged or Defective Goods
Contact our customer service within 48 hours of receiving damaged or defective goods. Include photos of the defect or damage. After inspection, if approved, you will receive a replacement product or a full refund.
Policy for Non-Damaged Goods
If you change your mind, you can return the undamaged and unused product within 30 days. Make sure it is in the original packaging.
Deadlines
Return period:
Returns must be reported and shipped within 30 days of receiving the product.
Return processing:
After receiving and inspecting the returned item, we will process the refund within 14 days. You will receive a confirmation email.
Refund conditions:
A refund is approved when the product is undamaged, unused, and in the original packaging. Refunds for defective or incorrectly delivered products are approved after inspection.
Refund period:
After approval of the return, it takes up to 14 days for the amount to be refunded via the original payment method.
Refund method:
Refunds are processed using the same payment method used for the purchase.
Exceptions to the Return Policy
The following products cannot be returned:
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Custom-made or personalized items
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Hygiene products (such as socks, underwear), unless unopened and unused
Questions?
Visit our FAQ page or contact our customer service.
Store name: Carla Moda
Company name: Scale Media
Chamber of Commerce number: 90821424
Address: Landsraderweg 9, 6271NT, Gulpen, Netherlands
Email: contact@carlamoda.com
Phone: +31616832279
Customer service hours:
Monday to Friday from 8:00 AM to 5:00 PM.
Saturday and Sunday: 10:00 AM to 6:00 PM.
We will respond to your request within 24 hours.