How do I place an order?

You can place an order by adding items to your cart, entering your details at checkout, selecting a payment method, and confirming your purchase.

Will the products look the same as the picture?

Yes, what you see is exactly what you get. We carefully photograph our bags to show the true colors, details and design as accurately as possible, so there are no surprises when your order arrives.

To give you extra peace of mind, we also offer a 30-day easy return policy. That way you can shop confidently, knowing you’re fully covered if something isn’t quite right.

Can I exchange an item for a different size or color?

Yes, exchanges are possible if the item is in stock. Contact us to check availability and arrange the exchange.

Yes, exchanges are possible if the item is in stock. Contact us to check availability and arrange the exchange.

Can I cancel my order?

You may cancel your order before it enters the processing stage. If your order has already been processed or shipped, cancellation is no longer possible.

Can I change my shipping address after placing an order?

Yes, address changes are possible only before your order is processed and shipped. Once the order is with the carrier, it cannot be changed.

What happens if I entered the wrong address?

If an incorrect or incomplete address is provided, delivery issues may occur. In such cases, we will do our best to assist, but additional costs may apply.

Which countries do you ship to?

We ship to the Netherlands and the United Kingdom.

Which courier will deliver my order?

For deliveries within the Netherlands, orders are shipped via PostNL or DHL.
Orders to the United Kingdom are delivered using DHL or FedEx, depending on the shipping route.

How much is shipping?

Shipping is completely free for all orders.

What is your delivery time?

Processing takes 1–2 business days (Mon–Sat).
Shipping takes 4–5 business days (Mon–Fri).
Total delivery time is 5–7 business days.

What is the order cut-off time?

Orders placed before 17:00 (GMT+01:00) are processed the same day.
Orders placed afterward process the next business day.

How do I track my order?

After shipping, you will receive a confirmation email with your tracking number. You can track your order here.

What is your return policy?

You can return eligible items within 30 days of receiving your order.

Which items are returnable?

Items that are new, unused, undamaged, and returned in original condition within 30 days.

What if I received a damaged or incorrect item?

Please contact us immediately with photos. We’ll make sure to resolve it quickly.

Which items cannot be returned?

Final sale items, custom-made orders, used/worn items, or items returned after 30 days.

Where are your products shipped from?

Our products are shipped from international warehouses located in Asia. This allows us to offer a wide selection of styles at accessible prices. Delivery times are displayed clearly on each product page.

How do I start a return?

Email us at support@carlienne.com with your order number, photos of the product, and your reason for return.
If approved, we will send you a free return label to print and attach.

Who pays for return shipping?

Do you charge restocking fees?

No, we do not charge restocking fees.

How long does it take to get a refund?

Refunds are issued within 7 business days after we receive and approve your return.

Do you offer exchanges?

Yes. If the new item costs more, you pay the difference; if it costs less, we refund the difference.

Which payment methods do you accept?

We accept American Express, Apple Pay, Google Pay, Mastercard, Maestro, Shop Pay, and Visa.

Are payments secure?

Yes, all payments are encrypted and processed through secure, PCI-compliant systems.

Do you charge any extra fees at checkout?

No. The price shown on the product page is the final price.

Will I be charged customs duties?

UK customers may be charged customs duties, VAT, or import fees upon arrival.
These are the customer’s responsibility.
No customs fees apply for the Netherlands.

Are customs fees included at checkout?

No. We do not collect customs fees. You only pay the product price displayed on our website.

What should I do if my item arrives damaged or incorrect?

Contact us within 48 hours with photos. We will cover all costs and send a replacement or issue a refund.

How can I contact customer support?

• Phone: +31 6 20998967
• Email: support@carlienne.com
• Address: Hekelhof 18, 2201 LS Noordwijk, Netherlands
• Business Hours: Monday–Saturday: 08:00–20:00 (GMT+01:00) Central European Standard Time (Amsterdam)
• Closed on Sundays.