Frequently Asked Questions!!!

 

GENERAL

DO I NEED TO CREATE A CARLA ZARA ACCOUNT TO PURCHASE?

You can browse on our website and add items to your cart without creating an account, once you have made your purchase you have the option to create an account by providing an email address and creating a password.  This will speed up the process with any future orders by pre-filling all your details.  Or you have the option to create an account straight away by clicking on the ''create account'' tab.

 

HOW DO I BUY?

  • Go to the catalogue page
  • Select the style and your size and click on the cart icon
  • Once your ready to pay, click on the cart icon and this will show all the products you have added
  • Proceed to checkout
  • Select your delivery option and fill in all your delivery, billing addresses and payment details.
  • Confirmation of your order will appear on screen
  • Confirmation of order, shipping and tracking information will be sent to your email you provided.

 

MY CONTACT DETAILS HAVE CHANGED, HOW CAN I AMEND THIS?

To update your personal details, login to your account and amend the relevant sections.

  

DELIVERY, PAYMENTS, VOUCHERS, CONFIRMATIONS AND REFUNDS

WHAT ARE YOUR DELIVERY OPTIONS AND HOW LONG DO THEY TAKE?

We have 4 delivery options within South Africa:

- Free delivery when you spend over R900.00
- Next day delivery by 11AM ( Main city centres only)
- Free delivery - Economy Delivery ( 2-3 days  - Main city centres only)
- Economy Delivery ( 2-3 days - Regional areas outsIde of main city centres )

International delivery options are available.  Please contact carla_zara@hotmail.com with your address and country for estimated delivery times and costs.  All taxes /duties are not included in your carlazara.com purchase final cost and will need to be paid in your country to the customs department if required.

Delivery will only be actioned once payment has been received.

If you are uncertain of what delivery option to choose, please contact carla_zara@hotmail.com or call on +27 74 688 5222.

 

CAN I PAY ON CREDIT CARD ONLY?

No, Carla Zara also allows for electronic funds transfer (EFT.)

 

WHEN WILL I RECEIVE CONFIRMATION THAT MY ORDER IS SUCCESSFUL AND ON ITS WAY TO ME?

Once you have successfully submitted your order, you will receive an email confirming your order details.  Once you item has been dispatched you will receive an email which contains information on how to track your order.

 

WHAT IS YOUR REFUND POLICY?

You have 30 days from dispatch date to return your item to us.  The item must be returned in all original packaging with all labels attached.  Once your item has been received and cleared by Carla Zara quality, your refund will be authorised and returned to the same method you used to pay.  A refund can take up to 10 days to reach your account.

 

CAN I ADD ITEMS, CHANGE OR CANCEL MY ORDER ONCE IVE CONFIRMED IT?

Unfortunately, once your order is complete, you can no longer add items, change or cancel your order.  However you can once the item is received return your item for a refund (please see REFUNDS for more info)

 

WHAT ARE THE TERMS AND CONDITIONS REGARDING THE R50 VOUCHER ON NEWSLETTER SIGN UP.

SECTION 16 OF OUR T'S & C'S - NEWSLETTER SIGN UP COUPON
-Customers to CarlaZara.com do not have the right to newsletter vouchers and cannot earn them.
-The R50 voucher is issued once - when the newsletter is subscribed to for the first time for CarlaZara.com.
-Signing up for the Carla Zara newsletter in a second language with the same email address, does not qualify for a second  R50  newsletter voucher.
-The R50 newsletter voucher can only be used once per Carla Zara account subscriber and cannot be used in conjunction with any  other Carla Zara voucher or promotional code.
-The R50 voucher can only be redeemed against basket sizes over R200 or more.
-The R50 voucher is valid for 30 days from the date of issue.
-To claim your R50 voucher, enter your code in the promotional box at checkout (remember the basket must be to the value of  R200 or more)
-Returns of products which were purchased with the voucher, will be refunded at the actual rand value paid for the product.
-Newsletter vouchers that have passed their expiry date will not be reinstated.

 

WHAT ARE THE TERMS AND CONDITIONS REGARDING PROMOTIONS/VOUCHERS/COUPONS?

SECTION 17 - DISCOUNTS, PROMOTIONS AND VOUCHER COUPONS
-Carla Zara will release printed or digital coupons/vouchers. These may be available through our website, third party websites  magazines and other media.
-Vouchers can be used for discounts on the site only as long as the voucher is valid. Given expiry dates cannot be moved.
-Promotional vouchers are issued at Carla Zara's discretion. Users don't have the right to promotional vouchers and can't earn  them. Promotional vouchers are issued with specific terms and conditions that regulate how and when they can be used.
-A voucher can only be used against a purchase on the site when the purchase meets the terms and conditions as specified on the  voucher.
-A voucher can only be used once and only one voucher can be used per shopping basket. Vouchers are not transferrable and  cannot be exchanged for cash. The discount value of the voucher will be deducted from the total amount in your shopping  cart.The remaining balance, if any, must be paid by you.
-If you have redeemed a voucher or discount voucher against a purchase, and you'd like to return all items purchased, Carla Zara  will refund you or credit your account with the rand value of the purchase and re-issue the voucher or discount voucher, with the  same associated terms and conditions.
-If you have used a voucher or discount voucher against a purchase and then return some of the items purchased, Carla Zara will  recalculate the total value of your purchase AFTER the returned item(s) has/have been deducted. If the recalculated purchase  value no longer meets the terms and conditions associated with the voucher, Carla Zara reserves the right to deduct the value of  the voucher off the refund for the returns.

Promotion vouchers/coupons cannot:

1. Be used to buy other vouchers

2. Be exchanged for cash

3. Be transferred to anyone else

4. Be used after the expiry date specified which is from date of issue

5. Be used together with any other promotion, including against sales/ clearance items that have already been discounted or are on special offer

 

TECHNICAL QUERIES

IM STRUGGLING TO PAY ONLINE?

Email carla_zara@hotmail.com and we will get back to you shortly

 

IM EXPERIENCING TECHNICAL DIFFICULTIES ON THE SITE. WHAT CAN I DO?

Please call on +27 74 688 5222 or send an email to carla_zara@hotmail.com.  We will guide you through the store and help where we can.

 

HOW IS MY CREDIT CARD DATA SECURED?

Carla Zara makes use of PAYFAST, a PCI compliant vendor to securely process your transaction.  Read more about Payfast here:
https://www.payfast.co.za/s/std/what-is-payfast?gclid=Cj0KEQiAsueiBRCT8YOM4PDElsYBEiQAaiI4IAAtEcnMWozQrfQhma0R02JvDTAWtXDp8EH8mxuBahQaApAN8P8HAQ

 

PRODUCT

HOW DO I ENSURE I ORDER THE RIGHT SIZE?

Take a look at the measurement table and compare to your own measurements.  If you are still uncertain, please email carla_zara@hotmail.com and we will assist you.  Also remember you have 30 days to return your product (still in new condition - see returns) from shipment date and to order the correct size.

 

WHERE ARE THE CLOTHES SOURCED?

All product is personally handpicked by Carla Zara from various wholesalers/retailers around the world.