Refund policy

Exchanges and Returns

This return policy applies to Netherlands, United Kingdom, United States. You have the right to return your order within 30 days of arrival.

Products can be easily returned. If you are not satisfied with your order, received the wrong product, or if the product is defective or does not fit, you can contact our customer service by email at contact@carlamoda.com to help you return your product and get your money back.

To be eligible for a return, your item must be unused and in the same condition as you received it. The product must also be in the original packaging.

Return costs: These are the customer's responsibility. Actual return shipping costs must be paid to the shipping carrier. This applies to both unsatisfactory products and defective products received.

Return labels: You can download and print the return labels. Email us at contact@carlamoda.com, and we will send them to you digitally.

Refunds: Once we have received and approved your return, your refund will be processed, and the amount will be automatically transferred within 7 days to the payment method you used to place your order.

There are certain situations where only partial refunds are granted or refunds are denied:

  • Any item that is not in its original condition or is damaged.
  • Any item with missing parts for reasons not due to our error.
  • Any item returned more than 30 days after delivery.
  • Personalized items, such as certain rings and jewelry, are custom made. For these returns, we charge a 25% return fee.

Late or Missing Refunds

If you have not received your refund yet, first check your bank account again. Then contact your credit card company or bank, as it may take some time before the refund is officially processed. If you have done all this and still have not received your refund, please contact us at contact@carlamoda.com.

Exchanges

Unfortunately, we do not offer the option to exchange products. The fastest way to ensure you get what you want is to return the item you received. Once the return is accepted, you can place a new order for the desired item. For more information, you can email us at contact@carlamoda.com.

Shipping

Most packages include return labels in the box. If this is not the case, please email us at contact@carlamoda.com, and we will send them to you digitally. You can then print them and add them to the return package.

You are responsible for paying your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of returning your item will be deducted from your refund.

How to Submit a Return Request?

Follow these steps to return damaged or incorrect items:

  1. Contact our customer service by email at contact@carlamoda.com.
  2. Attach a photo with a description of the damaged or incorrect item and the order number linked to the item.

Once we receive your email and assess the damage, we will contact you to determine the desired solution. Please note that all damaged, defective, and incorrect items must be reported within 7 days of delivery.

Return Address:

2nd floor, Building 9, No. 887 Changchun West Rd. China (Zhejiang) Pilot Free Trade Zone, Jindong District, Jinhua, Zhejiang

Email: contact@carlamoda.com
Contact form: Click here
Phone: +31 6 16832279
Company name: Carla Moda

Customer service hours:
Monday to Friday: 09:00 AM - 5:00 PM (GMT +1)

"We comply with all relevant laws regarding returns and refunds."
"We reserve the right to change our Return and Refund Policy at any time to comply with applicable legal requirements."