Frequently Asked Questions

How do I place an order with Carlotta?

Browse our full collection, add the pieces you love to your cart and go to checkout. Enter your shipping address and payment details, then confirm your order. You will receive an order confirmation by email shortly afterwards.

Do I need an account to order?

No, you can check out as a guest. An account is optional and makes it easier to see your order history and save your details for next time.

Can I change or cancel my order?

Yes, free of charge, as long as your order has not shipped yet. Email us as soon as possible at support@carlottatch.com with your order number and the change you need. The sooner you contact us, the better. Once an order has shipped, it can no longer be cancelled, but you can still use our returns process.

I haven't received an order confirmation. What should I do?

First check your spam or junk folder, as confirmation emails sometimes land there. If it isn't there, your email address may have been mistyped at checkout. Email support@carlottatch.com with your name and the approximate order date, and we will look up your order.

Can I order several pieces in one order?

Yes. You can combine cross necklaces, cross chains and bracelets in a single order and check out in one go. Shipping stays free, whatever you combine.

Can I get an invoice for my order?

Your order confirmation email serves as proof of purchase. If you need a separate invoice, email support@carlottatch.com with your order number and we will send one to you.

Do you ship to my country?

Yes, we ship worldwide from our store at carlottatch.com. Enter your shipping address at checkout to confirm your order details.

How much does shipping cost?

Shipping is free on every order, to every destination, with no minimum order value.

How long will my order take to arrive?

Orders arrive within 7–12 business days of being placed. International deliveries can sometimes take a little longer, for example during peak seasons or when a parcel is held for customs checks. For full details, see our Shipping Policy.

How do I track my order?

As soon as your order ships, we email you a tracking number so you can follow your parcel until it reaches you.

What if I entered the wrong shipping address?

Please check your address carefully at checkout, as you are responsible for entering it correctly. If you spot a mistake, email support@carlottatch.com right away with your order number and the correct address. We can update it as long as your order has not shipped yet.

Will I have to pay customs duties or import taxes?

For deliveries outside the United States, the destination country may charge customs duties or import taxes. These charges are set by local authorities, not by us, and are the customer's responsibility. If you are unsure, check with your local customs office before ordering.

My order hasn't arrived yet. What should I do?

If nothing has arrived 12 business days after you placed your order, email support@carlottatch.com with your order number and we will look into it for you.

Tracking says delivered, but I can't find my parcel. What now?

First check around your property and with your neighbors, then contact the carrier. If it still hasn't turned up, email us with your order number and we will help you investigate. Please note that we are not responsible for parcels lost or stolen after confirmed delivery to the address provided at checkout.

Can I send an order as a gift to a different address?

Yes. Our jewelry makes a meaningful gift, and you can simply enter the recipient's address as the shipping address at checkout. Shipping is free to any destination.

What is your return policy?

You can return items within 30 days of the day you receive them. Items must be unworn, unused and in the same condition as received, with tags, original packaging and proof of purchase. Read the full details in our Returns & Refunds Policy.

Can I return sale items or gift cards?

Sale items can be returned under the same rules as full-price items. Gift cards are not returnable.

How do I start a return?

Email support@carlottatch.com with your order number and the item you would like to return. We will confirm your return and send you instructions. Please do not send anything back before you receive our confirmation, and write your order number on or inside the parcel.

Where do I send my return?

Returns go to our returns warehouse in Shenzhen, China, not to our office. We include the full return address in your return instructions. Our South Carolina office does not accept returns, so please do not send items there.

Who pays for return shipping?

For change-of-mind returns, or any other reason, return postage is paid by the customer. If we made a mistake and your item is damaged, defective or not what you ordered, we cover the cost and replace the item or refund you.

How long does a refund take?

Once we have received and approved your return, we refund you to your original payment method within 10 business days. Your bank or card provider may need a few extra days to show the amount in your account.

Can I exchange an item?

To exchange an item, please return it following our returns process and place a new order for the piece you would like instead.

I received a damaged or wrong item. What should I do?

Email support@carlottatch.com as soon as possible after delivery, ideally within 48 hours, with your order number and photos of what you received. We will replace the item or refund you, and cover the return cost.

I live in the EU or UK. Do I still have my right of withdrawal?

Yes. You keep your statutory 14-day right of withdrawal. Our 30-day return policy is offered in addition to that right and does not replace it.

Which payment methods do you accept?

We accept Visa, Mastercard, American Express, Discover, Diners Club, PayPal, Apple Pay, Google Pay and Shop Pay. See our Payment Policy for details.

Is it safe to pay on carlottatch.com?

Yes. Card and wallet payments go through Shopify Payments' encrypted, PCI-DSS compliant checkout, and PayPal payments are handled by PayPal. Your full card number is never shared with us or stored by us.

Which currency will I be charged in?

Our prices are in US dollars (USD). Depending on your location, other currencies may be shown at checkout. The currency shown at checkout is the currency you will be charged in.

When is my payment taken?

Payment is taken when you place your order. If you cancel before your order ships, you receive a full refund.

Do you offer cash on delivery?

No. All orders are paid online at checkout using one of the payment methods shown.

Why was my payment declined?

Declines usually come from your bank or card issuer, for example because of a security check or a limit on your card. Check your details, try another payment method, or contact your bank. If the problem continues, email support@carlottatch.com.

I see a charge I don't recognize. What should I do?

Please contact us at support@carlottatch.com before opening a chargeback or PayPal dispute. Most payment questions can be resolved quickly once we can look at your order.

What does Carlotta sell?

Carlotta offers faith-inspired Christian jewelry, including cross necklaces, zirconia crosses, cross chains and bracelets such as our “God First” bracelets. Browse the full collection.

Where can I find details about a specific piece?

The description and details of each piece are listed on its product page. If anything is unclear, email support@carlottatch.com with the name of the piece and we will answer your question.

How should I care for my jewelry?

A little care helps your jewelry keep its look for longer. Wipe it gently with a soft, dry cloth after wearing, and put it on after applying perfume, lotion or hairspray rather than before, so these products don't come into contact with it.

Can I wear my jewelry in the shower or while swimming?

We recommend removing your jewelry before showering, swimming or exercising. Water, chlorine, salt water and sweat can affect the look of jewelry over time.

How should I store my jewelry?

Store each piece separately in a dry place, for example in a pouch or a jewelry box with compartments. Keeping pieces apart helps prevent scratches and stops chains from tangling.

Is Carlotta jewelry a good gift?

Yes. Our pieces are a thoughtful way to share faith with someone you love, for birthdays, baptisms, holidays or simply to encourage them. You can ship your order directly to the recipient by entering their address at checkout.

Will the piece look exactly like the photos?

We show our jewelry as accurately as possible. Screen settings and lighting can cause small differences in color and shine. If in doubt, check the product description or contact us before ordering.

How do I create an account or update my details?

Click the account icon on carlottatch.com to create an account or log in. Once logged in, you can manage your details, addresses and order history from your account page.

I forgot my password. What should I do?

On the login page, click “Forgot your password?” and follow the instructions sent to your email to set a new one.

How can I contact Carlotta?

Email us at support@carlottatch.com or call +1 740 272-5703. You can also use the form on our Contact Us page.

How quickly will I hear back?

We reply to emails within 24 hours on business days, Monday to Friday. Messages sent at the weekend or on public holidays are answered on the next business day.

How do you use my personal data?

We use your data to process your orders, provide support and, with your consent, send you updates. You can ask to access, correct or delete your data at any time, and we do not sell your personal information. Customers must be 18 or older, or have a parent or guardian's permission, to order. Read the full details in our Privacy Policy.

I have a complaint. What is the process?

Please contact us first at support@carlottatch.com; we resolve most issues quickly. If you are an EU consumer and are not satisfied with the outcome, you can also use the European Commission's Online Dispute Resolution platform.

Who is the company behind Carlotta?

Carlotta is operated by SBV Business LLC, a limited liability company organized in the State of South Carolina, USA, at 606 Vang Ct, Boiling Springs, SC 29316, United States. SBV Business LLC is the seller for all orders placed on carlottatch.com. See our Legal Notice for more information.

Where can I find your other policies?

All our policies are available on the website:

Shipping Policy: delivery times, tracking, customs
Returns & Refunds: 30-day returns, return process, refunds
Payment Policy: payment methods, currency, security
Terms of Service: contract terms, governing law, consumer rights
Privacy Policy: your data rights, cookies, data processors
Legal Notice: company information, hosting, copyright