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Customer Service

Shipping & Delivery
UK First Class Delivery: £2.95 (1-3 working days)
International Delivery: £5.95 (3-8 working days)

All items on Carnabee are despatched from the United Kingdom, and will be sent by Royal Mail First Class delivery. We aim to despatch on the same day for orders placed before 1pm, and you will be notified by email when done so. Most orders should arrive the next working day, though can take longer especially in busy periods. The cost is only £2.95 and free if you spend over £70.00.

International delivery is also available to most countries. These orders will be sent using the Royal Mail Airmail service which typically takes 3–8 working days and costs £5.95. If ordering inside the European Union (EU) all prices already include VAT tax. For any countries outside the EU you may also be liable to pay import duty and tax. We have no control over these charges, and cannot predict what the cost would be, as customs policies vary from country to country, so it might a good idea to contact your local customs office first if you are unsure.
Privacy & Security
Carnabee fully appreciate and respect the importance of privacy online. All orders are taken over a secure connection, and we will never sell your name, address, e-mail address, credit card information or other personal information to third parties. If you make a purchase from our store we may occasionally update you on our latest products, news and sales via post or email if you wish.
Returns & Replacements
If you are not fully satisfied with your order, simply return the items to us in their original condition and packaging within 10 days of receipt and you can exchange them for a different available colour or size. Alternatively we can issue a full refund (excluding original delivery charge) if preferred. Please ensure you keep proof of delivery! Please read our Terms & Conditions page for further details.
Ordering
We have tried to make the shopping process as intuitive as possible, however for those not very familiar with buying online, a brief walkthrough is given below.

To order, simply browse through the store to find an item you're interested in. Select a size from the drop down menu, enter the quantity you want, then click the 'Add to Cart' button. You will then be taken to the Checkout where you can review your current Shopping Cart. If you would like to add additional items click 'Continue Shopping' to be taken back to the store. Once you have added all the items you want, click the 'Proceed to Checkout' button.

For new customers you can choose to checkout either as a guest or to register. For future convenience we recommend registering. Then go through and enter your name, home address, email. On the following steps select a shipping option then your preferred payment method. Finally, review your order to ensure everything is correct then click the 'Place Order' button. If you selected to pay by Paypal, then you will be automatically redirected to their website where you can enter your card details. An email will be sent to confirm your order shortly afterwards. If you encounter any problems, feel free to Contact Us.
Payment
You can pay for your order using a credit or debit card on the store or through popular external payment processors; Google Checkout or Paypal. This means you can use your existing accounts to help speed up the checkout process. Even if you don't already have an account with either yet, you can still make payments quickly and easily through Paypal without registering. All payments are made through a secure encrypted connection.
Promotions
We hold promotional sales at the end of each season as well as during special periods such as Christmas. Also, as a bonus for our special customers, we give out promotional voucher codes occasionally. So if you manage to get one, congratulations and happy shopping! Be sure to check back regularly or sign up to our Newsletter to find out about the latest sales so you can grab yourself a bargain!
Viewing Orders
When you place an order, an email will be sent to you confirming the items you have purchased. Later when your order has been despatched you will be notified again.

For registered customers, you can also login to your account by clicking 'My Account' at the top of the page, then clicking 'my orders' from the options on the right to view your orders current status. From here you can also look at all your past purchases.
Updating Account Information
If you are a registered customer and you wish to update your account information at any time, you can do so by logging into My Account, then clicking on 'account information' from the right panel, entering your new details then clicking Save. You can also add/edit addresses by clicking the 'address book' option, as well as changing your Newsletter options from the 'newsletter subscriptions' menu.
Newsletter
If you would like to stay up to date with all the latest ranges and offers at Carnabee as well as receiving exclusive deals, you can sign up to our Newsletter by entering your email address in the Newsletter panel at the bottom of the page. We will not bother you with constant messages or sell on your email address. You can easily unsubscribe at any time by either following the unsubscribe link in the Newsletter itself or changing your Newsletter subscription options from the My Account page.
Sizing
For full details and advice on sizing, please click the 'Size Charts' button on each items description page or Click Here to open it in a new window. There you will find size charts taken directly from each brand's official catalogue to hopefully ensure the most accurate fit. All measurements are given in inches. Of course if an item doesn't fit properly, you can easily exchange it for a different size (please see our Returns Policy for full details).
Eco Fashion
Eco fashion is about producing clothes in a fair manner by considering the environment, health of consumers and the working conditions of people in the fashion industry. Here at Carnabee we want support this goal and have selected two brands, Alternative Apparel and Rapanui that are both very passionate about this.

Rapanui use natural, organic fabrics, renewable energy powered factories and support ethical, fair labour. They have won multiple awards for their efforts and have been certified by the Fairwear Foundation, The Soil Association, Carbon Trust and Oeko-Tex Standard 100!

Alternative Apparel's 'Alternative Earth' eco-friendly range is manufactured with organic cotton, recycled polyester and man-made fibres derived from sustainable raw materials such as rayon, as well as non-toxic dyes, biodegradable fabric softeners and natural enzymes for finishing.
Carnabee Community
Much like the stores in the iconic Carnaby Street of London, our aim at Carnabee is to present a lively and interesting boutique-style experience for customers and we hope to build up a loyal community of users by doing so.

We have the Carnabee Fashion Forum where you can share style tips, chat about anything from fashion, celebs and entertainment, plus find out about the latest offers and ranges with fellow Carnabee members.

You can also follow us on the popular social networking sites; Facebook and Twitter, and in future we are hoping to launch a monthly fashion magazine too.
FAQs
Below you will find some of the most common questions we receive:

How can I pay?
We accept most major credit/debit cards on the store. You can also pay via Paypal or Google Checkout to speed up the checkout process if preferred.

Do you price match?
At Carnabee we try to offer competitive prices, so if you spot the same item on another UK store at a significantly lower price (including delivery), please contact us and we will do our best to match it!

Can I request new brands?
Sure! If you discover a new brand you really like but is currently hard to get hold of in the United Kingdom, let us know and we will look into supplying it next season.

What is eco fashion?
Eco fashion or sustainable fashion, is part of the growing desire to create clothing in a way which is supportive in terms of the environment and working conditions. Please see the section above for more details.

Why don't you have more brands?
Since we like to see ourselves as an extension of the brands we supply, our philosophy is to always provide a good collection from each brand so it's well represented in store. Rather than just offering a few odd items from numerous suppliers. As Carnabee grows and we learn what our customers like, we shall expand our range in future seasons.

Do you ship internationally?
Yes, we offer delivery to most international countries. Items are despatched from the United Kingdom, costs £5.95 and will take approximately 3-8 working days to arrive. Please see the Shipping & Delivery section above for more details.

How do I access the Carnabee Forum?
The Carnabee Fashion Forum can be found here: http://www.carnabee.com/forum. Youre welcome to browse the forum and read posts. If you want to start contributing and replying to comments then click the Register button at the top left of the page. Or you can even join via your Facebook account.

Can I exchange an item is it doesn't fit?
Of course! We want to make the returning process as straight forward as possible. Simply post the item back to us within 10 days of receipt in its original condition with packaging, and exchange it for another item or refund.

Where are your items sent from?
All items are despatched from the United Kingdom. We have already imported everything into to the UK, so if you are inside the EU you don't have to worry about things like import duty, tax and shipping etc!

Why haven't I received any confirmation emails?
Sometimes emails can be wrongly identified as spam. So please check your junk folder and make sure to add us to your safe list!

Why are your prices lower than RRP?
At Carnabee we like to deal with the clothing manufactures directly rather than going through various local agencies. This generally means we can get access to larger ranges and better prices, so we like to pass these savings onto our customers!

I'm having problems viewing the site, what should I do?
This website has been checked and validated by W3C to ensure a reliable broswing experience. However, if you do encounter any issues please ensure you have the latest version of your web browser and Flash player installed and have a screen resolution of at least 1024x768 pixels. If you continue to have problems please contact us.
Contact
If none of the above has answered your questions, feel free to Contact Us.