Carlotta · Shipping Policy
From the moment you place your order to the day your jewelry arrives, here is what to expect. All in all, your order arrives within 7–12 business days of being placed.
From checkout to your door
Order placed & payment confirmed
Payment is taken when you place your order, and you receive an order confirmation email.
Your order ships & tracking email
As soon as your order ships, we email you a tracking number so you can follow it on its way.
Delivery to your door
Your order arrives within 7–12 business days of being placed. See section 03 for details.
Peak seasons
During busy periods such as holiday seasons and major sales, international deliveries can sometimes take a little longer than usual. We always work to get your order to you as quickly as possible.
We ship our cross necklaces, chains and bracelets worldwide. Shipping is free on every order, with no minimum spend and no delivery fees added at checkout.
What is included
Free shipping on every order, whatever the order value
Free shipping to every destination we ship to
A tracking number emailed once your order ships
Good to know
The total shown at checkout already includes free shipping
Customs duties or import taxes outside the US are not part of our shipping (see section 05)
Please make sure your shipping address is correct before you order (see section 08)
Our delivery timeframe is counted from the day you place your order, so you know exactly when to expect it.
Standard delivery
Orders arrive within 7–12 business days of being placed, to destinations worldwide.
Working days are Monday to Friday, excluding public holidays.
International orders
Deliveries outside the United States can sometimes take longer, for example when a parcel is held for a customs check or during peak seasons.
Estimates, not guarantees
Delays can occasionally happen because of customs, peak seasons, bad weather or other events outside our control. If nothing has arrived 12 business days after you placed your order, please email support@carlottatch.com with your order number and we will follow up with the carrier for you.
Every Carlotta order ships with tracking. We keep you updated by email at the key steps, so you always know where your order is.
Order confirmation email
Sent after your order is placed. It shows your order number, the items you ordered and your shipping address. If you cannot find it, please check your spam or promotions folder.
Shipping confirmation & tracking number
Sent once your order ships. It includes your tracking number so you can follow your delivery.
In-transit updates
Tracking updates as your parcel moves through the carrier network. These updates come from the carrier and may not always appear in real time, especially when a parcel crosses borders.
Delivered
If tracking shows your parcel as delivered but you cannot find it, check with your neighbors and the carrier, then contact us with your order number.
Tracking not updating?
It is normal for tracking to pause for a few days while a parcel travels internationally or clears customs. If you are concerned, email support@carlottatch.com with your order number and we will check on it for you.
We ship worldwide from outside your country, so here is what to expect when your order crosses a border.
Customs duties & import taxes
For deliveries outside the United States, the destination country may charge customs duties or import taxes. These are set by local authorities, are the customer's responsibility and are not part of our free shipping.
Your local customs office can tell you what applies in your country.
Prices & currency
Our prices are in US dollars (USD). Depending on your location, other currencies may be shown at checkout, and the currency shown at checkout is the currency you are charged in.
For accepted payment methods, see our Payment Policy.
Customs checks
Occasionally a parcel is held for a routine customs check, which can add a few days to delivery. If customs contacts you for information or payment, responding quickly helps your parcel reach you sooner.
This policy works alongside the consumer protection laws of your country or state of residence. Those mandatory rights always apply and are not limited by this policy.
EU & UK customers
You keep your statutory right to withdraw from an online purchase within 14 days, in addition to our 30-day return window. See our Returns & Refunds Policy for the full process.
Your personal data
We share your name, shipping address and contact details with shipping carriers only to deliver your order. See our Privacy Policy for details.
Our delivery commitment
If your order is late or does not reach you, contact us and we will investigate with the carrier and keep you updated on the next steps.
Contact us first
Email support@carlottatch.com with your order number. We reply within 24 hours on business days (Monday to Friday).
Online dispute resolution
EU customers can also use the European Commission's Online Dispute Resolution platform at ec.europa.eu/consumers/odr.
Nothing in this policy limits or waives your statutory consumer rights. Where any part of this policy conflicts with the mandatory law of your country or state of residence, that law takes priority.
Most orders arrive safely, but if something goes wrong on the way, follow the steps below so we can help you as quickly as possible.
Damaged, defective or wrong item: tell us quickly
If your jewelry arrives damaged, defective or not what you ordered, please let us know as soon as possible after delivery, ideally within 48 hours, and include photos. When the mistake is ours, we cover the return cost and replace the item or refund you.
Delayed or missing parcel
If nothing has arrived 12 business days after you placed your order, contact us with your order number.
We will check the tracking, follow up with the carrier and keep you updated.
Marked as delivered but not found
Check with your neighbors and the carrier first, then contact us. We will help you investigate.
We are not responsible for parcels lost or stolen after confirmed delivery to the address provided at checkout.
Take photos
For a damaged, defective or wrong item, photograph the packaging and the item. Keep all packaging until your case is resolved.
Email us
Write to support@carlottatch.com with your order number, a short description and your photos. Please do not send anything back until we confirm and send you instructions.
We review your case
We reply within 24 hours on business days and, where needed, contact the carrier on your behalf.
We put it right
For damaged, defective or wrong items, we replace the item or refund you to your original payment method, at no cost to you.
Please contact us before opening a chargeback or PayPal dispute
Chargebacks and disputes can take weeks to resolve and do not speed up a carrier investigation. If there is an issue with your delivery, reach out to us first and we will do everything we can to help.
By email
support@carlottatch.com. Please include your order number. We reply within 24 hours on business days.
By phone
Call +1 740 272-5703. Please have your order number ready.
We ship to the address you enter at checkout, and you are responsible for making sure it is correct. Please take a moment to check it before you place your order.
Before you order
Include your full name, street, house or apartment number and ZIP or postal code
Add a phone number so the carrier can reach you if needed
Double-check spelling, especially for international addresses
Please note
Address changes are only possible before your order ships
We are not responsible for delivery problems caused by an incorrect or incomplete address entered at checkout
Need to change your address or cancel?
Email support@carlottatch.com as quickly as possible with your order number. We can update your address, or cancel your order free of charge, as long as it has not shipped yet.
Our team replies to emails 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. It should be read together with our Returns & Refunds Policy, Payment Policy, Terms of Service and Privacy Policy. Carlotta is a trading name of SBV Business LLC, a South Carolina limited liability company. Nothing in this policy affects rights that cannot be waived under the law of your country or state of residence. We may update this policy from time to time without affecting your statutory rights. Effective October 7, 2026.