RETURNS AND REFUNDS

INSTRUCTIONS FOR RETURNS AND REFUNDS

If you are not satisfied with your purchase, we provide a simple and secure procedure to return it.

The return must be shipped no later than 30 days from the date of receipt of the order.

If more than 30 days have passed from the date of delivery of the goods, you will not be able to initiate a return request by yourself.

Follow these instructions to initiate a returns request:

  1. Log into your account, using the email address you used to place the order;
  2. Select the items you wish to return and specify the reason for the return;
  3. Wait a few minutes and check your inbox: you will find a prepaid shipping label, to be affixed to the return package;
  4. Place all the items you wish to return in a sturdy box. We suggest reusing the box your order came in. Make sure to pack the items securely to ensure they are protected during shipping. Remove labels/barcodes and/or any indications that may conflict with the return address;
  5. Seal the package with adhesive tape, print the label received and attach it securely to the outside of the package;
  6. Hand the package to the courier or to the pick-up point, following the instructions you have previously received from Customer Service;
  7. As soon as we have received the returned items, we will check their condition;
  8. If the returned items meet the required conditions, you will receive a refund of the amount spent, using the same payment method used for the order.

Note that:

  • Returned items must not have been worn and must not show signs of wear or damage;
  • Items must be returned in their original condition: tags and packaging must be preserved and placed in the return package;
  • Once an online order has been concluded and the related payment has been made, it will no longer be possible to cancel or modify it, due to the rapid processing flows of requests in stock;
  • Items purchased online may not be returned, refunded or exchanged in Carla G. physical stores and likewise, items purchased in Carla G. physical stores may not be returned online;
  • If you received the wrong size, you will have to return the item in the wrong size and then proceed with a new order;
  • Shipping costs are non-refundable and will be deducted from the reimbursed amount;

 

  • Items purchased online may be returned to the following Carla G. physical stores:
  • Turin, Via G.L. Lagrange, no. 7
  • Riccione, Viale M. Ceccarini, no. 9
  • Bologna, Via Farini, no. 10/b
  • Bologna, Via dell'Indipendenza, no. 58/a-b
  • Rome East, Via Collatina, no. 858
  • Rome, Via Cola di Rienzo, no. 184
  • Rome, Via Frattina, no. 123
  • Bari, Via N. Putignani, no. 62

 

If you need assistance, contact Carla G. Customer Care at: servizioclienti@carlag.it.

Your request will be processed within the next 48 working hours.