RETURNS

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

- Items must be returned in original and unused condition with all tags/packaging attached and in sellable condition
- CARMEN will not issue a refund until return merchandise has been received
- CARMEN reserves the right to refuse any return merchandise
- Cash refunds are only possible for items purchased via the online store. Any item bought in the store can be returned in exchange for store credit.
- Any items bought on sale can only be returned for store credit.
- Return label shipping costs will be deducted from your refund, but when returning your entire initial order, we will refund all original shipping costs.

HOW TO MAKE A RETURN

(1) Please email shop@carmenamsterdam.com to request a Return Authorization number (RA#).

(2) Kindly include your name, order number and item(s) you wish to return in the e-mail. Our return team will issue you a unique RA# number and a return shipping label.

(3) In order to complete your return, please write down your unique RA# on the outside of the parcel. 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 a RA# number first - they may be rejected and/or additional import duties will be deducted from your refund total.‍

(5) Once your return has been received, please allow 1-3 business days for processing.

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.

SHIPPING

Once your order has been processed, please allow 1-5 business days for your order to be completed and shipped. We normally process in 24 hours, but processing can take longer during holiday and sale season since we are a small team. We greatly appreciate your patience.

We currently don’t offer free shipping but are working on it!

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

Domestic DHL Express
Home delivery — €11.11
Amsterdam store pick-ups  FREE

EU DHL Express
Home delivery (3-7 business days) — 20-30€

International DHL Express 
Home delivery (3-7 business days) — 30-40€


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.

CARMEN is not responsible for any additional taxes, fees or duties. Please make sure you are aware of your local rules and regulations before completing your order.

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 24H for your tracking link to become active.

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