Refund Policy

RETURNS

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, contact us at info@carta-verde.com. Returns will need to be sent to:

34 Cambridge Drive
Nuneaton
CV10 8LW
United Kingdom

Returns are free. If your return is accepted, we’ll send you a prepaid return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us with any return question at info@carta-verde.com.

 

DAMAGES AND ISSUES

Please inspect your order upon reception. If your item arrives damaged or incorrect, please contact us within 48 hours of delivery with clear photos so we can evaluate the issue and make it right. Please contact us if your item is defective.

 

EXCEPTIONS / NON-RETURNABLE ITEMS

Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalised items), and personal care goods (such as beauty products).

We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

 

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.

 

EUROPEAN UNION 14 DAY COOLING OFF PERIOD

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification.

As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

 

SHIPPING, DUTIES AND TAXES

Shipping is free. Customs charges, duties, and taxes are covered by Carta Verde.

 

CUSTOMS AND INTERNATIONAL ORDERS

Please note that customs clearance is beyond our control.

 

UNDELIVERABLE OR RETURNED PARCELS

If tracking confirms that an item cannot be delivered and is officially returned to us, we will issue a full refund once the item is received back.

If an item is lost in transit after confirmed return to sender, we will assess the case accordingly.

 

REFUNDS

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not.

If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we’ve approved your return, please contact us at info@carta-verde.com.