PRICES
All prices are displayed in Euros (EUR) but can be displayed in US dollars (USD), Danish Kroner (DKK) and British Pounds (GBP). Please note that local import charges (customs duty, sales tax) may occur depending on your region or country. These charges are at your own expense.

 

PAYMENT
We accept payment via VISA, MasterCard and American Express. When paying by card you will be asked for the card number, it’s period of validity and the CVC code. We do not store card numbers after the transaction has been completed. PayPal allows secure payment from your bank account, credit card or PayPal account. 

 

ORDER CONFIRMATIONS
Once you’ve placed the order you’ll receive an email with your order confirmation. We process all orders within 24 hours and send you your shipping information via email once it is processed. You can click on "Track It" and see the status of your delivery. It may take 24 hours for tracking updates to appear. If you have any questions about the status of your order please reach out to customercare@carcel.co. 

 

CANCEL OR EDIT ORDER
We process orders super fast, but we’ll do our best to catch it before it goes out, If you need to make changes or cancel your order, please reach out to customercare@carcel.co right away and be sure to include your order number in your request.

 

RETURNS
For online orders, we accept stuff in new condition for a full refund. There’s no restocking fee and return shipping is free for returns worldwide. You have 14 days from the ship date to get your return back to our studio in Copenhagen. Your refund will be credited to the original form of payment used to make the purchase, once we’ve received your item. You will receive notification via email when we’ve accepted your return. We monitor returns to identify potential misuse or abuse of our return policies and reserve the right to refuse service to anyone. Once we receive your return, please allow 3-4 business days for your return to be processed at our factory and then 5-10 business days for your bank to post the refund to your account. Your refund can only be credited back to the original form of payment. We’ll send you an email when our team has processed your refund so you know it’s on the way. Please contact Customer Care to process a return. We provide a prepaid return label to make it super easy for you to send it back.

 

EXCHANGES
If you would like to exchange something for a different size or color, please return the original item(s) and place a new order or get in touch via customercare@carcel.co

 

DAMAGED / LOST PACKAGES
Contact us right away if you receive a wrong item. If the package arrives to you damaged, please snap a few photos of it and send us an email with the documentation. After an order has been delivered to the correct shipping address, we cannot be held responsible for lost or stolen packages. If your package has been lost in transit, please reach out to customercare@carcel.co right away. 

 

PRE-ORDERS
As you may know, waste and unsold stock is a growing issue in the fashion industry. Pre-orders is our way to ensure we sell what we produce. By taking your orders and then start production, we avoid overstock and eliminate waste. Your pre-order will be handled exactly like a normal online order, with the one exception that we’ll not be able to ship it the day after. Each pre-order window has its own delivery date. We’ll keep you updated on the progress of your special made pieces and inform you when we’ve shipped your goods.


WAITLISTS
If an item is 'Waitlisted' it means that we will most likely be making more! Sign up with your email and let us know your preferred color and size. We will email you to let you know if it becomes available. 

 

GIFT CARDS
We make digital and physical gift cards. The e-gift card is a credit that you can apply to a purchase. You can redeem an e-gift card at checkout or apply it to your account under Payment Info. If you wish to purchase a gift card please contact customercare@çarcel.co. Gift cards cannot be retroactively applied to an order once it has been placed and Gift cards can not be returned. Gift cards can only be used in our own online store and in our physical studio shop in Copenhagen.

 

PRIVATE POLICY
Carcel never provides your information to third parties. All information entered on the site is encrypted and secure. We care for the security and privacy of all our customers.