Terms of Use

SHIPPING

Please note that if you are shopping from a non-EU country, local import charges (customs duty and taxes) may occur depending on your region or country. We currently don’t ship to the United States. Please contact us at customercare@carcel.co if you have any questions regarding this.

Shipping will usually take 1-3 days, depending on when you place your order.

National shipping €8

International shipping €12

CLICK & COLLECT

Dear locals and Copenhagen-based friends of Carcel, you can now Click & Collect your items. All you need to do is place an order at home or on the go, and collect your items from our Vesterbro showroom. No hassle, no fuss. Drop by, we’ve missed you!

PRICES

All prices are displayed in Euros (EUR) but can be displayed in US dollars (USD), Danish Kroner (DKK) and British Pounds (GBP). Please note that local import charges (customs duty, sales tax) may occur depending on your region or country. These charges are at your own expense.

PAYMENT

We accept payment via VISA, MasterCard and American Express. When paying by card you will be asked for the card number, it’s period of validity and the CVC code. We do not store card numbers after the transaction has been completed. PayPal allows secure payment from your bank account, credit card or PayPal account.

You won’t be charged for your order until your order is shipped from us. It will usually take 1-3 days, depending on when you place your order.

ORDER CONFIRMATIONS

Once you have placed the order you will receive an email with your order confirmation. We process all orders within 24 hours and send you your shipping information via email once it is processed. You can click on “Track It” and see the status of your delivery. It may take up to 24 hours for tracking updates to appear. If you have any questions about the status of your order please reach out to customercare@carcel.co.

CANCEL OR EDIT ORDER

If you need to make changes or cancel your order, please reach out to customercare@carcel.co right away and be sure to include your order number in your request.

RETURNS

For online orders, we accept items in new condition for a full refund. There is no restocking fee and return shipping is free for returns worldwide. You have 14 days from the shipping date to send your return back to our studio shop in Copenhagen. Your refund will be credited to the original form of payment used to make the purchase, once we have received your item. You will receive a notification via email after we have accepted your return. We monitor returns to identify potential misuse or abuse of our return policy and reserve the right to refuse service to anyone. Once we receive your return, please allow 3-4 business days for your return to be processed at our studio shop and then 5-10 business days for your bank to issue the refund back to your account. Your refund can only be credited back to the original form of payment. We will send you an email when our team has processed your refund so you know it’s on the way. Please contact customercare@carcel.co to process a return. We will provide a prepaid return label to make it easy for you to send your item back.

EXCHANGES

If you would like to exchange an item for a different size or color, please return the original item(s) and place a new order or get in touch via customercare@carcel.co

DAMAGED / LOST PACKAGES

Contact us right away if you have received the wrong item. If the package arrives to you damaged, please snap a few photos of it and send us an email at customercare@carcel.co with the documentation. After an order has been delivered to the correct shipping address, we cannot be held responsible for lost or stolen packages. If your package has been lost in transit, please reach out to customercare@carcel.co right away.

CLAIMS

In case you have a complaint about a faulty item, please contact us at costumercare@carcel.co with your order number, a description of the issue and images of the claim. There is a 24 month warranty on every CARCEL item, however please note that defects cause by improper use, faulty maintenance or general wear are not considered claims.

PRE-ORDERS

As you may know, waste and unsold stock is a growing issue in the fashion industry. Pre-orders are our way to ensure we sell what we produce. By taking your order first and starting production afterwards, we avoid overstock and eliminate waste. Your pre-order will be handled exactly as a normal online order, with the exception that we will not be able to ship it the day after. Each pre-order window has its own delivery date. We will keep you updated on the progress of your specially made pieces and inform you when we have shipped your items.

WAITLISTS

If an item is ‘Waitlisted’ it means that we will most likely be making more! Sign up with your email and let us know your preferred color and size. We will email you to let you know if it becomes available.

GIFT CARDS

We make digital and physical gift cards. The e-gift card is a credit that you can apply to a purchase. You can redeem an e-gift card at checkout or apply it to your account under Payment Info. If you wish to purchase a gift card please contact customercare@carcel.co. Gift cards cannot be retroactively applied to an order once it has been placed and gift cards can not be returned. Gift cards can only be used in our online store and in our physical studio shop in Copenhagen.
PRIVATE POLICY

Carcel never provides your information to third parties. All information entered on the site is encrypted and secure. We care for the security and privacy of all our customers.