SHIPPING & RETURNS

SHIPPING
Once your order has been placed, please allow 1-5 business days for your order to be processed and shipped. We normally complete orders within 48 hours, but this can take longer during holiday and sale season. We greatly appreciate your patience.

We stock in Amsterdam, and ship all orders with DHL Express, with flexible rates. 

Domestic DHL Express
Home delivery — €12-14
Amsterdam store pick-ups — FREE

EU DHL Express
Home delivery (2-3 business days) — 20-30€

International DHL Express 
Home delivery (3-5 business days) — 30-50€

CARMEN is not responsible for loss, damages or delays after shipping your order. All shipments are insured for the value of the merchandise. All orders are shipped with signature required.

*note: customer care and parcel distribution are CLOSED on weekends and Dutch national holidays.

IMPORT DUTIES & CUSTOMS
Import duties, taxes, and customs fees are the responsibility of the customer, even if the order is returned. Please make sure you are aware of your local rules and regulations before completing your order. Kindly note that these charges are based on the declared value of the entire shipment at the time of importation. 

Feel free to email shop@carmenamsterdam.com with any additional shipping questions.

TRACKING
Once your order is completed and ready to ship, you will receive an email confirmation and receipt with your order details, and a separate email will follow with tracking info. Please allow up to 24 hours for your tracking link to be updated.

RETURNS
You have 14 days upon receiving your order to return any items purchased online or in the store. The conditions for returning an item are outlined below:

In store purchases
- Items bought in the store can only be returned in exchange for store credit.
- Items must be returned in original and unused condition with all tags/packaging attached and in sellable condition. CARMEN reserves the right to refuse any return merchandise.

Online orders
- Orders that are refused by customer due to unpaid import duties, taxes, customs charges, or carrier fees are not eligible for return.
- Items must be returned in original and unused condition with all tags/packaging attached and in sellable condition. CARMEN reserves the right to refuse any return merchandise.
- CARMEN will not issue a refund until return merchandise has been received.
- Return label shipping costs will be deducted from your refund.
- Return shipping labels should be used within 7 days of receipt, or we will consider your order as fulfilled and we will not be able to process the return afterwards. 
- Perishable goods and underwear are not eligible for return. 

SALE
- Any items bought on seasonal sale can only be returned for store credit.
- Final Sale purchases are all final and not eligible for returns or refunds.

HOW TO MAKE A RETURN
(1) Please email shop@carmenamsterdam.com to request a return.
(2) Kindly include your name, order number and item(s) you wish to return in the e-mail. Our return team will issue a return shipping label.
(3) Once your return has been received, please allow 1-3 business days for processing.
(4) Kindly note that the cost of the return shipping label will be deducted from your refund. Do not return any product(s) without requesting return first - they may be rejected and/or additional import duties will be deducted from your refund total.

EXCHANGES
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.