Returns, Exchanges and Refunds

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.

 

WHAT IS THE RETURN PROCEDURE ON DEFECTIVE PRODUCTS?

If within 6 months after delivery of a product to you:

  • The product is defective, faulty, unsuitable for purpose, we can refund, repair or replace (depending on availability.)
  • If the product is found not to be defective, you will not be entitled to any repair, replacement or refund, but will instead be liable for the costs incurred in having such product returned to carlazara.com and then redelivered to you.

 

HOW DO I RETURN/EXCHANGE AN ORDER?

  • Contact carla_zara@hotmail.com for a return by filling in the form on the "contact us" page.
  • Please state your order number,description of purchase and reason for return.
  • Carlazara.com will reply to you within 24 hours and arrange collection with you.
  • Once your return has been received, we will send out the exchanged item, which will take between 2-3 days to reach you.
  • We will do our best to action this as quickly as possible.

 

HOW WILL I KNOW THAT MY REFUND HAS BEEN PROCESSED?

We will send you an email notifying you of your refund as soon as it has been processed. Unfortunately we can't send you a proof of payment.


    WHAT IS THE COST FOR COLLECTION AND RETURN TO YOU?

    • We will collect the products from you FREE of charge, as long as the collection address (not PO BOX) is located in a main city centre.
    • If you live outside a main city centre, the cost of collection will be deducted from your refund total.  The delivery cost will be emailed to you before collection, with total amount that will be refunded to you.

     

    WHAT AREAS ARE CONSIDERED MAIN CITY CENTRES?

     Main city centres are as followed:

    • Cape Town Central
    • Johannesburg Central
    • Pretoria Central
    • Port Elizabeth Central

    If you are still unsure if your address will fall under the above, just pop us an email and we will be glad to help.

     

    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)