Hopefully, you'll find the answer you need from one of the articles we have on our help centre, but if you need a little help or just want to stop by and say hello, follow any one of the links below to get in touch.
You can pay for your order by using any of the payment types listed at the bottom of the stores page
We take fraud very seriously meaning all payments will be subject to security checks put in place by Carbon and also the card provider.
In the event that your payment has failed 1 or more security checks, you maybe contacted by a member of the Customer Care Team who may ask for further identification in order to release your order. Failure to provide the information we require will result in your order being cancelled and refunded.
If you've forgotten your password, click 'Forgot your password?' on the login page. You'll be asked to enter your email address, to then be sent an email with instructions on how to successfully reset your password.
We understand that an item may be unsuitable from time to time, you're welcome to return your item back to us!
You are liable for the cost of returning your item. We recommend returning your order via your local postal service on a standard service. Please keep all postage receipts, just in case your order is lost in transit.
Please remember to mark your package as 'returned goods'.
The parcel is the customers responsibility up until Carbon has acknowledged that the package has been received into our warehouse.
Once we've received your return back in our warehouse and it has been processed, you'll receive an email confirming what action has been taken.
We cannot currently exchange goods. Sorry for any inconvenience.
To return items please include your: full name, address, email and reason for returning items within your return shipment. Failure to include any one of these details will result in Carbon being unable to activate a refund for you.
If any item returned breaches any of the terms outlined in this policy, we reserve the right to return the item back to you in the same condition it was received in.
Any items purchased at an exhibition can only be returned for in-store credit, we will not be able to provide a cash refund.
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
Additional non-returnable items:
Downloadable software products
Some health and personal care items
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted (if applicable)
Book with obvious signs of use
CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened
Any item not in its original condition, is damaged or missing parts for reasons not due to our error
Any item that is returned more than 30 days after delivery
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We don't offer exchanges at this present time. Sorry
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
To return your product, you should mail your product to: Carbon: Returns, 7 Falconwood Leatherhead GB KT24 5EG
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
If you are shipping an item over £75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
In the unlikely event you have received a defective item, please contact usimmediately with the following information:
Your order number
The name of the item you did not receive
The name of the item you received in it's place
A photograph of the item you have received
Once we've received the above information, we will work quickly and efficiently to ensure the problem is rectified to your satisfaction.
Unless proof that you have received an incorrect item has been verified by a member of the support team, we cannot begin to take the steps needed to rectify the problem.
Please do not return any wrongly received goods unless advised by a member of our support team, it may result in a slower resolution time. In the event that Carbon requests for a incorrect item to be returned, we will cover the postage cost up to the following costs, based on region:
If your tracking states your package has been delivered, but you have not received it. Please first check with any surrounding neighbours for anyone who may have accepted the parcel on your behalf.
If you had your Carbon order delivered to a work place, please check with all employees who may have accepted the parcel, we know how tempting a Carbon package might be!!
Couriers may update the tracking as delivered prior to delivery, so please allow up to 24 hours before assuming the parcel is lost. If after this period, you're still unable to locate your order, get in touch with the support team and where possible, we'll open an investigation with the courier and do our best to help out.
Note: All lost parcel claims must be made within 30 days of the delivery date.
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