Need Help? We are right here for you!
Here at Carla-Louise we are dedicated to making your online shopping experience fabulous! If you’re wondering about an order, our products, or our website, we’d love to hear from you. Email us at info@CarlaLouise.co.uk or use the Contact Form below.
Alternatively, why not check out our FAQs - that probably has all of the answers you are looking for, and more :)
Below are some of are common questions:
Your order should take between 2-5 days on our standard delivery - please allow for Weekends & Bank Holidays and of course allow a little time for us to actually process and ship your items.
Our delivery times are counted as working days (this doesn’t include weekends and bank holidays) from the date the order was dispatched. It is very rare for orders to get lost in the post, we ask that customers wait for 10 days before we will class a parcel as lost. For our International orders, we class an order as lost after 20 working days.
If your order doesn’t arrive within these times, please contact our customer service team at info@CarlaLouise.co.uk or use our Contact Form above, and they will be able to investigate this, lost parcels can only be investigated up to 30 days after dispatch. If you still haven’t received your order after this timeframe there will be nothing more, we can do for you.
If you are missing items from your order, please contact our customer service team via email or the Contact Form above and they will be able to help you with this matter. Please make sure that you have your order number to hand when you send an email or contact us. It may just be that some of your items have been shipped separately,.
You have a 28-day return window from the day that you receive the order to send it back to us. Contact us in the first instance to let us know of your return and we will give you the address for you to send your order back to us, please make sure that you also include your name and order number or reference number in the parcel, so we can find this order for you. Please note that we do not accept any bottoms/tops/parts back if you are not sending the item back as part of a matching set.
When you return an item please make sure that the item has all its original tags attached and the original packaging if you do not have these we will not be able to issue the refund for you. Please make sure the item HAS NOT BEEN WORN or for Beauty/Personal products has NOT BEEN OPENED OR USED as again we will not be able to issue you a refund.
We do not issue refunds for the original shipping and handling.
Sorry, we do not offer exchanges due to the volume of orders sent out but we do issue full refunds on returned items. You can then reorder an alternative item or size at your leisure.
