Refund policy

HOW MUCH DOES DELIVERY COST?

UK Mainland

Service	Processing Time	Small Parcels (Under 2kg)	Medium Parcels (Larger items under 2kg)	Large Parcels (Over 2kg)
Tracked 48	1-3 Working Days	£3.99	£4.99	£6.99 or FREE on orders £80+
Tracked 24	1-3 Working Days	£4.49	£5.99	£7.99 or FREE on orders £80+

Working days are Monday-Friday (excluding bank holidays).

Cancellations are accepted within the following timeframes:

Tracked 24/Special Delivery Guaranteed - Within 1 hour of purchase

Tracked 48 - Within 2 hours of purchase

We allocate postage to orders shortly after receiving them to ensure we can work to fast dispatch times. Cancellations outside of these timeframes will be refunded with the exception of the postage cost.

International -

United States & Canada - Prices start from £30.00 via Royal Mail, large orders via Parcelforce (Typically arrives in 7-14 days from dispatch)

Available on orders up to 5kg, package weight will be automatically calculated at the checkout. Due to courier restrictions, some items such as dried flowers, vintage, electronics and oversize items are unavailable for international shipping. Restricted items will be labelled in the items description.

Any customs fees will be the responsibility of the customer. These fees will not be reimbursed by Carbon Row. Customs fees cannot be reimbursed if items are returned, any import fees incurred by Carbon Row on return will be deducted from the refund amount. In the case of a delivery being unsuccessful (due to fees not being by customer, or the courier attempting several deliveries with no answer) the customer is responsible for the original shipping charges, any import fees that are incurred, and the cost of returning the package to us. The fee amounts will be deducted from your order refund. If the return fee exceeds the amount of the order plus shipping costs, the package will be abandoned and you will not be refunded for the order.

International returns are the customers responsibility. Returns must be requested within 14 days of delivery by sending an e-mail to hello@carbonrow.com. Please state your order number and items you wish to return. Please use a tracked service to ensure your return gets to us safely, Carbon Row cannot refund returns postage costs or original postage costs at this time.

If your country is not listed, please send a request to hello@carbonrow.com and we will aim to add delivery options for your country as soon as possible.

RETURNS

Not quite right for you? We offer returns on unused items with original packaging (if applicable). However, we cannot accept returns on pierced jewellery for hygiene reasons.

Returns are the customers responsibility. Returns must be requested within 14 days of delivery by sending an e-mail to hello@carbonrow.com. Please state your order number and items you wish to return. Please use a tracked service to ensure your return gets to us safely, Carbon Row cannot refund returns postage costs or original postage costs at this time.

Items must be posted back to us within 5 days of a return being accepted, please retain your proof of postage until a refund has been made. Carbon Row will not refund return postage costs.

Refunds will be processed within 2 working days of a package's arrival at Carbon Row HQ, the time the refund takes to arrive in your bank will depend on your payment method. Please note, we cannot refund original postage costs unless an item is faulty.

CANCELLATIONS

Cancellations are accepted within the following timeframes:

Tracked 24 & Special Delivery - Within 1 hour of purchase

Tracked 48 - Within 2 hours of purchase

FAULTS/DISCREPENCIES

If there are any issues with your order, please contact us no later than 3 working days after delivery. Photographic evidence will be required and we will gladly look into this and offer the best solution possible. Please retain all packaging and items in question until the investigation is complete.

In cases where we request for the faulty item to be returned back to us, we will send a free returns label (see free returns terms above). A refund/replacement will be provided only when the return has arrived back to Carbon Row HQ. Original postage costs will be refunded for faulty items.

HOW LONG WILL IT TAKE FOR MY PACKAGE TO ARRIVE? (UK)

All orders are dispatched within 1-3 working days, the time royal mail/parcelforce takes to deliver your package then depends on which service you'd like to use.

Tracked 24 - 1-2 working days from the dispatch date.

Tracked 48 - 2-4 working days from the dispatch date.

GIFT CARDS

Gift cards are non-refundable and cannot be exchanged for cash, in whole or in part.

Once a gift card has been purchased and issued, we are unable to offer a refund, replacement, or cancellation. This applies regardless of whether the gift card has been used.

Gift cards are valid for the period stated at the time of purchase and can be redeemed only in accordance with our delivery and shipping policies. It is the purchaser’s responsibility to ensure that the gift card is suitable for the intended recipient before completing the purchase.

Lost, stolen, or expired gift cards cannot be replaced.

This policy does not affect your statutory rights.

PROMOTIONS & DISCOUNT CODES

Discount codes must be applied at the time of checkout and cannot be added to an order once it has been placed.

Only one discount code may be used per order unless otherwise stated. Discount codes cannot be applied retrospectively and have no cash value.

We reserve the right to withdraw, amend or refuse promotional codes at any time without notice.

ITEM RETURNED TO SENDER (UK ONLY)

From time to time items are returned to sender, if this is displayed on your tracking information, it could be for the following reasons:

- You were out and didn’t rearrange a delivery

- Your package was waiting to be collected by you at your local depot but the holding time expired

- The address provided was incorrect/invalid

Where possible, Royal Mail will return the package to us. If this happens, we will contact you and you will be offered a refund (minus delivery costs) or we can ship the parcel back out to you (shipping costs will be charged again).

DIGITAL DOWNLOADS

Due to the nature of digital products, all digital download purchases are non-refundable and cannot be exchanged once the file has been delivered or accessed. If you experience any issues with your download, please contact hello@carbonrow.com.