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Terms & Conditions

Sales & Delivery Terms - B2C (Consumers)

For B2B terms get in touch at B2B@carlottasvillage.com

The below terms & conditions apply to consumer sales only (B2C) at www.carlottasvillage.com. The site is owned and handled by:

Carlottas Village ApS
Oestrupvej 23
8543 Hornslet
Tlf. 2115 6303
info@carlottasvillage.com

VAT: DK32948790

Ordering & Payment

All prices shown on the web shop include Danish VAT (sales tax). 

We make reservations for printing errors, price or tax changes, missing and delayed deliveries and sold out items.

Ordering

After checkout you will receive an order confirmation by email. If you do not receive this confirmation within a few hours, please get in touch at service@carlottasvillage.com.

Payment methods

We accept the following payment methods: VISA/Dankort, Mastercard, American Express, Maestro, iDEAL, Bancontact, Shop Pay, Apple Pay Google Pay, PayPal.

By Mastercard Debit & Maestro (debit cards) the payment is reserved on your account according to the terms of your card until we fulfill or reject your payment.

When you order customized/made to order products such as glasses fitted with  lenses for with or without powers or configurations like sun/tinted lenses, blue light filter, ultra thin lenses, etc., we will draw the payment from you card when the order is confirmed by you during check out.

For stock goods like the "Frame Only" option or accessories we draw the payment when the order is shipped.

Delivery

We offer delivery to addresses in:

Australia, Belgium, Bulgaria, Canada, Cyprus, Denmark, England, Estonia, Finland, France, Germany, Greece, Ireland, Israel, Italy, Luxembourg, Malta, The Netherlands, New Zealand, Poland, Portugal, Rumania, Slovakia, Slovenia, Spain, Sweden, USA, Taiwan, Turkey.

For stock goods like the "Frame Only" option and accessories you can expect 2-5 days of delivery depending on your location.

For customized/made to order products (see above) you can expect delivery within two to three weeks depending on the actual configuration of your goods.

Outside Denmark we offer delivery to drop points by courier (DHL or UPS). For delivery in Denmark we offer delivery to drop points by PostNord. These deliveries are free of charge for orders above 75 EUR.

See more about deliveries and prices here: https://carlottasvillage.com/pages/handling-shipping

Return

For Frame Only options or accessories you can return your product ordered from www.carlottasvillage.com within 30 days from the day you received it.

If the 30th day is in a week-end or on a holiday the return period is extended to the first coming weekday. You have to inform us about your return within this period.

Exceptions from return

You cannot return products made specifically to your order or which have a distinct personal appearance like frames fitted with lenses specifically made after your configuration and needs.

You can loose your right to return cleaning cloths and lens cleaner if you break the seal or packing of these.

How to return goods

If you wish to return your product please go to the return page

You cannot return your product by denying to receive you parcel or not picking it up. The return form link will also inform you how to handle the return.

We do not accept returns to parcel boxes or COD orders. 

You are obliged to pay the return shipping fee. We provide a return shipping label for you in the return form link.

Refund of returned products

When you return a product we refund all payments received from you except delivery fees.

We refund the payment without unnecessary delay to the card you used for the payment. We reserved the right to withhold the refund until we have made sure the product(s) are in the agreed condition (see below).

Product condition and packaging on return

You are only liable for a possible deterioration in the value of a good due to the handling of the good other than what is necessary to determine the nature of the goods, their properties and the way in which they function. This means you can try on the product in the same way you would in a physical shop.

Sealed products like cleaning cloths and lens cleaners must be returned with the sealed package unbroken for hygiene reasons.

You must return the products in the original packaging. If the packaging is broken is may decrease the value of the product which will be liable to you.

Please also make sure that the products are securely wrapped before you ship them. Preferably use the box they came in.

You bear the risk for the package/products until we receive them back. Therefore we advice you to save the shipping receipt and tracking number.

Faulty products

You have a two year warranty on material or manufacturing faults. 

Wear and tear or mechanical errors made in your possession are not considered faults covered by warranty.

If the fault is covered by warranty we will repair or exchange the product. If this is not possible we will issue a refund or a discount.

If you discover a fault you must make your claim within reasonable time and always within two months after you have found it.

If the claim is legitimate we will inform you how to return the product if necessary. Do not return anything until you have received information on how to proceed.

We ask you kindly to send us an email with the details and photo of the claim. Although this is not a must it is very helpful to us and will speed up the process of handling your claim.

Complaint

If we do not find a solution to agree on you can file a complaint to the European Commission Online Dispute Resolution at http://ec.europa.eu/odr. or - for Danish consumers - to Center for Klageløsning via Klageportalen for Nævnenes hus: https://kpo.naevneneshus.dk. On filing a complaint please refer to this email address: service@carlottasvillage.com

Other terms

Gift cards

Gift cards for www.carlottasvillage.com are valid for one year. An eventual residual value can be refunded within one year after the expiration date of the gift card.

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