Delivery & Returns

 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

 

*Processing times are the number of days taken to dispatch your item. The time taken from dispatch to delivery will then depend on the service chosen.

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 - 

Please be aware that international orders may be subject to customs fees. These fees are not included in the postage cost.

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.

Europe - Prices start from £15.00 via Royal Mail, large orders via Parcelforce (Typically arrives in 7-11 days from dispatch)

Covering: IRELAND, FRANCE, ITALY, SPAIN, PORTUGAL, GREECE, GERMANY, DENMARK, SWEDEN, SWITZERLAND, NORWAY.

Available on orders up to 10kg, 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 paid by the customer, the courier attempting several deliveries with no answer, or an incorrect address) 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 & International - 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.

 

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.

 

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).