Carlotta Policies
We want you to love every piece you order from Carlotta. If a necklace, cross or bracelet is not quite right, you can send it back within 30 days of the day you receive it, as long as it is in the same condition you received it.
✓ Eligible for return
Item is unworn and unused, in the same condition you received it.
Tags are still attached and the item is in its original packaging.
Proof of purchase is included (your order number or order confirmation).
Return requested within 30 days of receiving the item.
Sale items, under the same conditions as full-price items.
✗ Not eligible for return
Items that have been worn or used.
Items without their tags or original packaging.
Returns without proof of purchase.
Gift cards.
Requests made more than 30 days after you received the item.
Not sure which piece to choose?
If you have a question about a chain length, a cross design or a bracelet before ordering, feel free to ask us first. We are happy to help you pick the right piece.
If you live in the European Union or the United Kingdom, you keep your statutory 14-day right of withdrawal for online purchases. Within this period you may cancel your purchase without giving a reason. Our 30-day return policy applies in addition to this legal right and never replaces or limits it.
What we refund on withdrawal
The full price you paid for the returned items, refunded to your original payment method.
Shipping to you is free on every order, so there is no delivery charge to deduct or refund.
We issue the refund within 10 business days of receiving and approving your return.
How to exercise your right of withdrawal
Email support@carlottatch.com with a clear statement that you wish to withdraw from your purchase. Please include your order number, your full name and your delivery address.
We will confirm receipt and reply with the return instructions. Return postage for a withdrawal is paid by you.
Which rule applies to you?
Every customer can use our 30-day return policy. If you are in the EU or UK, your 14-day statutory right sits alongside it, so you can rely on whichever gives you more protection.
Every return starts with a short email to our support team. We handle each request personally and send you clear instructions for your return.
Email us
Write to support@carlottatch.com with your order number, the items you want to return and the reason. We reply within 24 hours on business days (Monday to Friday).
Prefer to talk?
Call +1 740 272-5703. Please have your order number ready.
Send your return request
Email us within 30 days of receiving your item. Always include your order number so we can find your order quickly.
Wait for our confirmation
We confirm your return and send you the instructions. Please do not send anything before you receive our confirmation.
Pack and ship
Place the item in its original packaging with tags attached, add your proof of purchase, and write your order number on or inside the parcel. Ship it to the return address in section 04 and keep your proof of postage.
Approval and refund
Once your return arrives, we check it and process your refund. See section 05 for timings.
We ship every order to you for free, worldwide. For returns, who pays the postage depends on the reason for the return.
Return address (warehouse)
Attn: Mr. Chen, Unjian Technology
Xuda Highend Manufacturing Industrial Park
Shenzhen, Guangdong 518126
China
Mobile: +86 180 9896 8284
Please email us first and wait for our confirmation before sending your return, and write your order number on the parcel. Our office in South Carolina, USA does not accept returns, so please only use the address above.
Use a tracked service
We recommend sending your return with a tracked shipping method and keeping the tracking number until your refund is confirmed. Pack the item securely so it reaches us in the same condition you received it.
Once your return has been received and approved, we refund the amount to your original payment method, whether you paid by card, PayPal, Apple Pay, Google Pay or Shop Pay.
Currency of your refund
Refunds are made in the same currency you were charged at checkout. If your bank converts the amount, the final figure may differ slightly because of exchange rates set by your bank or card provider.
Want a different piece?
We do not swap items directly. To exchange, simply return the item for a refund and place a new order for the piece you would like.
Refund timeline
Return received
Your parcel arrives at our return warehouse in Shenzhen, China.
Check and approval
We check that the item is unworn, unused and in its original packaging with tags, and let you know the result by email.
Refund issued (within 10 business days)
We send the refund to your original payment method within 10 business days of approving your return.
Bank processing
Your bank or card provider may need a few extra days to show the refund on your statement. If you still cannot see it after that, contact us and we will help.
We pack every piece with care, but things can occasionally go wrong in transit. If an item arrives damaged, is defective, or is not the item you ordered, we will put it right at no cost to you.
Report it as soon as possible
Please contact us as soon as possible after delivery, ideally within 48 hours, and include photos of the item and the packaging. Reporting quickly helps us resolve the issue and send you a solution faster.
Take photos
Photograph the item, the packaging and the shipping label. Keep all packaging until the issue is resolved.
Email us
Send your order number, a short description and the photos to support@carlottatch.com. A subject line like "Damaged item, order #XXXX" helps us act fast.
We replace or refund
We send you a replacement or a full refund at no cost. If we need the item back, we cover the return postage.
Your statutory rights
Depending on where you live, you may have legal rights regarding faulty goods. This policy is offered in addition to those rights and does not limit them.
Changed your mind right after ordering? You can cancel free of charge as long as your order has not shipped yet. Please email us as quickly as possible so we can stop it in time.
Before shipping
Email us with your order number and ask to cancel.
We cancel the order and refund the full amount to your original payment method.
After shipping
The order can no longer be cancelled once it has shipped.
Keep the item unworn with its tags and follow our return process in section 03 once it arrives.
Talk to us first
A bank or PayPal dispute can take weeks to settle. Our team can arrange refunds, replacements or other solutions directly. Please contact us before opening a chargeback or dispute so we have the chance to help.
By email
support@carlottatch.com with your order number. We reply within 24 hours on business days.
By phone
Call +1 740 272-5703 and have your order number ready.
Please note: if a chargeback or dispute is opened for an order that was delivered correctly, we may share order details, shipping confirmation, tracking data and our correspondence with your bank or PayPal to respond to it.
Online dispute resolution (EU)
If we cannot resolve a complaint together, customers in the EU can also use the European Commission's Online Dispute Resolution platform at ec.europa.eu/consumers/odr. You can read more in our Terms of Service.
Shipping is free on every order, worldwide. Orders arrive within 7–12 business days of being placed, and you receive a tracking number by email as soon as your order ships. International deliveries can sometimes take longer because of customs checks or peak seasons.
Before you contact us
Check the tracking link in your shipping confirmation email.
Make sure the shipping address on your order is correct.
If tracking shows delivered, check with neighbors and the carrier.
What we will do
Look up your parcel and share the latest carrier updates.
Help you investigate with the carrier.
Find a solution with you if your parcel is confirmed lost in transit.
Marked as delivered but not found?
We will help you investigate, but we are not responsible for parcels lost or stolen after the carrier confirms delivery to the address provided. Please double-check your shipping address at checkout, as you are responsible for entering it correctly.
Still waiting?
Email support@carlottatch.com with your order number and we will look into it straight away. For deliveries outside the United States, customs duties or import taxes may be charged by the destination country and are the customer's responsibility. More details are in our Shipping Policy.
Please avoid opening a bank or PayPal dispute while a parcel is still in transit. Contact us instead so we can track it down and help you directly.
Our team replies to every email within 24 hours on business days, Monday to Friday.
Please always include your order number.
This policy applies to all orders placed on carlottatch.com. SBV Business LLC, trading as Carlotta, is the seller for every order. Nothing in this policy limits the mandatory consumer protection rights that apply in your country or state of residence, including in the EU and the UK. We may update this policy from time to time; the version published on this page at the time of your order applies. See also our Shipping Policy, Payment Policy, FAQ and Terms of Service.