Shipping, Returns/Exchange & Cancellation

 

 

SHIPPING

 To understand the shipment method that Carlton London uses, there are certain principles that we follow to get the product that you have ordered to your doorstep.

SHIPPING LOCATIONS

Carlton London shall deliver to major locations in India, however there could be certain location that our services may not be available due to Logistic Issues. Considering the vulnerable situation of the logistics, we keep on updating the serviceable pincodes. 

We offer delivery in many un-serviceable pincodes and locations. however mode of payment is only Pre-payment. 

SHIPPING METHOD

Carlton London dispatches all its parcels through reputed courier agencies which offer fast and reliable services. With this service, the parcel is delivered to you between 10 to 12 business days from the time you place the order with us. You can check the status of your order through the following link by entering your Order id and email id used to place the order: 
https://carltonlondon.co.in/apps/tracktor/track

SHIPPING CHARGES

For delivery in India, Shipping is absolutely free. There is a handling charge of Minimum INR 50 for all Cash on Delivery Orders.

Carlton London online sales model is designed to give its customer the comfort of shopping online without going through any hassles and takes care of the returns that may arise due to sizing issues or unknown defects.

There are certain principles that we follow through our return policy, which we have clearly highlighted in the following steps:

How to Return Order

  • You can return your order within 10 business days from the receipt of the order and place a return/exchange request here: https://carlton.returnscenter.com/
  • Only unused and undamaged articles can be returned and images need to be uploaded on the return center. 
  • Once successfully a return request is placed by the customer, our team will accept or reject the return request considering the time frame post delivery after which the return request is made and also the images. Upload at least 3 images of the products. Any request made without images shall be rejected instantly.
  • Only one return/exchange request can be made wherein the logistics charges for Revere pick up and new delivery shall be borne by the brand. In case more than one return/exchange request is made, we will entertain only when the courier charges and logistic charges are borne by the customer in advance. 
  • Upon acceptance of the Return request we will arrange for a pick up from the delivered address and we will notify you once the order is received at our warehouse
  • Our team will run a quality check and if the product passes the QC, we will initiate the refund within 8-9 business business days from receipt of the return order in our facility
  • For all COD orders returns, the customer needs to provide a copy of the cancelled cheque along with the bank details to verify the bank details and avoid any discrepancy. 

Refund/ Replacement

All acceptable returns are refunded/replaced once the Products arrive in our warehouse after having been checked. This takes about 10-15 business days. If the return is due to sizing issue we offer a replacement of correct size or in case of defects, there is a complete refund that is credited back to your account.

FOR COD Orders: 

We will refund the amount in the Bank Account details provided by you within 10-15 business days. Customers to provide copy of cancelled cheque in support of the bank details provided for the refund. This is important to verify the bank account details. Cancelled cheque, if not provided, the refund process shall not be complete. 

For Prepaid Orders: 
We will refund t in the source account within 15 working/business days 

For Store Credits: 
In case a store credit is required, the same can be generated the same day in the form of a coupon code

For Exchanges/Replacement: 

All exchange items are subjected to availability of stock at the time of receipt of orders at our warehouse. In case by the time order reaches our warehouse and the exchange item has run out of stock, we can only offer refund instead

Footwear          :  10 days from Date of Receipt by the Customer

Handbags         :  10 days from Date of Receipt by the Customer

Belts                :  10 days from Date of Receipt by the Customer

Wallets             :  10 days from Date of Receipt by the Customer

  • Any Product / Item / Style / Article sold under any promotional scheme including but not limited to discount coupons / gift coupons issued under any promotional/discount scheme by the Website/ Site or directly by the Seller/Vendor/ Licensee or in association with any third party will not be eligible for any return / exchange/ Claim.
  • For exchange/claim, please contact Customer Service at Phone: ………………………….. or write to the Website / Site by email :………………………………….     

You may expect a response by email or a call by customer care in 48 hours from the date and time of the complete submission of information required for

Failed QC: 

In an event for an refund/exchange request, the product(s) fails the QC test, no refund/exchange shall be made and on request of the customer we will ship the return item back to customer's address however a nominal charge of INR 100 shall be paid by the customer in advance to initiate the shipment.  

Non-refundable/Exchangeable items: 

All products from "Essentials" collection and "Carlton Exclusive" collection cannot be refunded or exchanged

Jewellery                         : No Refund and No Return & Exchange

Sunglass                         : No Refund and No Return & Exchange

Perfume                          : No Refund and No Return & Exchange

Offer Buy X Get Y           : No Refund and No Return & Exchange

 How to Cancel Order

You can cancel your order by any of the following methods: 

1. You can find the order under "My orders" section under "Accounts" section. An option to Edit/Cancel/Reorder is next to each order. By choosing the "Cancel" option you can cancel your order

2.  You can write to us with @ support@carltonlondon.com with your Order id and from registered email id to cancel the order. Any e-mail done from non-registered email id (email id different from the one used to place the order) shall not be entertained. This is in interest of the customer. 

Order can only be cancelled in case they have not been processed from the Carlton London operations team that generally takes 24-48 hours. In case the orders are processed, they cannot be cancelled. 

All orders to be processed are subjected to stock availability.