How do I return an item, and how long does it take?
Customers have 14 calendar days from the date of receipt to request a return for the item(s) purchased.
Please follow the steps below:
- To request a return, please email our Customer Service team at customer.service@carven.com within 14 calendar days of receiving your order. Kindly include your full name, order number, and the reason for return. You will receive a confirmation once your request has been processed.
- Prepare your return by placing the item(s) in their original packaging and affixing the prepaid DHL label included in your parcel. Please ensure that all items are returned in their original condition, with all tags attached. Returns that do not meet these conditions will not be accepted or refunded.
- To schedule a DHL collection, please visit mydhl.express.dhl, select “Schedule a pickup”, and choose a convenient date, time slot, and location within 14 calendar days of your return being authorised.
Once your parcel is received, we will perform a quality check and process your refund within 14 days. Only returned items will be refunded; shipping costs are non-refundable.
What is the cost of returning a product?
Every order shipped with DHL includes a prepaid label to facilitate your return (limited to one return per order). Should you no longer have your prepaid return label, please get in touch with us at: customer.service@carven.com.
Only returned items will be refunded; shipping costs are non-refundable.
How will my refund be issued?
Your refund will be issued using the same payment method as your order. The customer’s account will be credited within thirty (30) days from the return request. This period may be extended until the products are received or proof of shipment is provided to CARVEN.
Is it possible to have my refund issued to a different payment method?
Refunds will be processed to the same payment method used for the purchase.