FAQ
Frequently asked questions
Ordering
How do I place an order?
Choose your item including size and colour and add it to your cart with "Add to cart". In the cart, click "Checkout" and follow the steps for delivery address, shipping and payment. To finish, place your order with "Place order".
How do I know my order went through?
Right after ordering, you receive an order confirmation by email. It is not yet an acceptance of your order; the purchase contract is concluded once we confirm the order by email or ship the goods (details in our terms). If no email arrives, please check your spam folder or write to us: mail@carlandco.net, phone +49 176 66 88 99 00.
Can I add items afterwards?
Unfortunately not. If you would like to order something else, simply place a new order.
Why was my order not accepted or cancelled?
This happens if an item is no longer available or the payment was not completed or not approved by the payment provider. In that case we will contact you by email.
Can I change or return items with initials engraving?
Engraved items are made individually to your specifications. They are therefore excluded from withdrawal and exchange. Please check the initials carefully before ordering.
Payment
Which payment methods are available?
You can pay by credit card, PayPal, Klarna, Apple Pay or Google Pay. Which options you see at checkout depends on your delivery address and your device.
I paid by credit card but am still waiting for my order. Why?
We only ship once the payment has been approved. For credit cards this usually requires a confirmation from your bank (e.g. via app or TAN). Please check that you completed it. If you are unsure, get in touch.
Is my payment data safe?
Yes. Your data is transmitted encrypted via SSL/TLS during checkout. Payment is processed via Shopify Payments, PayPal and Klarna; we do not store complete card data ourselves. You can find more in our privacy policy.
Delivery and shipping
How is my order delivered?
We ship as a parcel with DHL.
How much is shipping?
Shipping within Germany is free. To other EU countries it costs 9.50 EUR, to Switzerland 14.50 EUR and to all other countries 19.50 EUR per parcel (up to 10 kg). We currently do not offer express shipping.
How long does delivery take?
Within Germany usually 2 to 3 working days. Delivery to Switzerland can take up to nine working days. No deliveries are made on public holidays.
What if I am not at home on delivery?
DHL will leave a notice stating when they will try again or where you can collect the parcel.
Can I ship to a different address or a parcel locker?
Yes, both are possible. Simply enter the delivery address during checkout.
How can I track my parcel?
Once the parcel is with DHL, you receive an email with a tracking number. Use it to follow the status at any time. If no email arrives, write to us at mail@carlandco.net.
Returns and exchanges
How do I return something?
You have 100 days from receipt of the goods. Here is how: 1) Write to mail@carlandco.net to tell us you wish to withdraw (informally or with the model withdrawal form from our terms). 2) Pack the goods and send them with a short note to: Carl & Co, Sedanstr. 25, 81667 Munich, Germany. 3) You bear the cost of the return shipment. 4) As soon as the goods have arrived, we will get back to you by email.
When do I get my money back?
We refund the purchase price (including standard shipping costs) without undue delay, at the latest 14 days after we receive your withdrawal, using the same payment method you used for the purchase. We may withhold the refund until the goods have reached us or you have provided proof of return.
Can I exchange an item?
Yes, within 100 days of receipt, for the identical item at the same price in a different colour and/or size, provided the desired item is available. Please tell us your preferred colour and size. Sale items and items with initials engraving are excluded.
I received a defective item. What now?
Quality matters to us. Please write to mail@carlandco.net right away, ideally with a photo. Your statutory warranty rights apply.
I received the wrong refund amount.
We are sorry. Please get in touch and we will sort it out as quickly as possible.
Privacy and security
How do you handle my data?
Protecting your data matters to us. We only process it within the limits of the law. We use marketing and tracking only with your consent, which you can withdraw at any time. All details are in our privacy policy.
Your question is not listed? Write to us: mail@carlandco.net