Refund policy

Thank you for shopping with Carlienne.com. We want you to feel confident when purchasing from us. Please read our return and refund guidelines to understand which items are eligible for return and how the process works.

Returnable Items

We accept returns for most products as long as they meet the following conditions:

  • The item is new and in unused condition
  • The item shows no signs of wear or damage
  • The original packaging, tags, or protective materials are included (if applicable)
  • The return request is made within the 30-day window

Items meeting these requirements qualify for either a refund or an exchange.

Non-Returnable Items

The following items cannot be returned:

  • Final sale items
  • Custom-made or personalized orders
  • Items showing clear signs of use, wear, strong odor, or damage not caused during delivery
  • Items returned after the 30-day return period

If an item is defective, damaged upon arrival, or incorrect, it is returnable. Please contact us immediately and we will handle everything for you.

Return Window

You have 30 days from the date you receive your order to request a return.

How to Start a Return

To start a return, email us at support@carlienne.com with:

  1. Your order number
  2. A photo of the item(s) you want to return
  3. The reason for the return

Once approved, we will email you a free return label. Download it, print it, attach it to your package, and follow our instructions for where to send your item.

Return Method

All returns are done by mail using the label provided.

Return Shipping Costs & Duties

For Change of Mind Returns

If you are returning an item simply because you changed your mind:

  • Return shipping costs (except the label, which we provide free)
  • Any customs duties or import fees
    are the customer’s responsibility.

For Defective or Wrong Items

If your item arrives damaged, defective, or incorrect:

  • We cover all costs, including return shipping and customs duties.
  • You won’t pay anything.

Return Label & Fees

  • No restocking fees
  • No return label cost
  • Only potential customs fees for change-of-mind UK returns

Refund Process

Once we receive and inspect the returned item, we will issue a refund within 7 business days to your original payment method.

You will receive a full refund for the item price.
(Shipping to you was free originally.)

Exchanges

We accept exchanges for all eligible products.

If the replacement item is:

  • Higher in price: you will need to pay the difference
  • Lower in price: we will refund the difference to you

Our support team will guide you through the process.

Defective or Damaged Items

If you receive an item that is defective, damaged, or incorrect, please contact us within 48 hours.
We will take care of everything, including:

  • Providing a return label
  • Covering all customs fees
  • Sending a replacement or issuing a refund

Company & Contact Information:

  • Company Name: Back on Rails | Digital Marketing
  • Online Store: https://www.carlienne.com/
  • Registration No: 66815797
  • VAT Number: NL002415478B23
  • 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.