Customer Care
    Customer Care

Customer Care

Shipping Policy

We, at CARLTON London know how important it is to receive your purchased products in the finest condition and also at your expected time, so we use a large network of couriers to deliver your products to you in the quickest time possible, though approximate shipping time is 5-6 days from the day of order.

For an order of value Rs.799 and above, the order will be delivered at your door step free of cost within India.

For an order below value of Rs799, a standard shipping charge of Rs.100 will be applicable within India.The whole order amount including shipping charges will be refunded if the order is cancelled, lost or undelivered to your preferred location.

Shipping charges will not be refunded if you cancel a part of the order.

Original shipping charges will not be refunded if you return an order delivered to you. If you self-ship the products you want to return, the shipping charges will be reimbursed based on Carlton London return policy

Cancellation Policy

Cancellation by Company
We make every effort to fulfil all the orders placed. However, please note that there may be certain orders that we are unable to process and must cancel.

The reasons include limitations on quantities available for purchase, inaccuracies or errors in product, pricing and stock information, or problems identified by our credit and fraud avoidance department.

Cancellation by the Customer
In case you wish to cancel the Order, please contact our Customer Support within 24 hours of having placed the order or mailing us at support@carltonlondon.com. We will not be able to cancel the order if it has been processed (shipped) by us. Carltonlondon.com has the full right to decide whether an order has been processed or not. The customer agrees not to dispute the decision made by carltonlondon.com and accept carltonlondon.com decision regarding the cancellation.

Returns policy

Carlton London online sales model is designed to give its customer the comfort of shopping online without going through any hassles and takes care of the returns that may arise due to sizing issues or unknown defects. Please note that item(s) purchased via carltonlondon.com can only be returned online.

Online Application form
Within 24 hours of the receipt of the product, you have to notify our customer care department by filling a simple online application form “Returns” which explains the reason of return along with other key information for us to understand your return. Our customer representative shall call you to authorize the “return” of the purchased product.

There are certain principles that we follow through our return policy, which we have clearly highlighted in the following steps:

Return of Goods
Carlton London’s 30day returns policy gives you an option to return items purchased on carltonlondon.com for any reason within 30 days of receipt of the item. We only ask that you don't use the product and preserve its original condition, tags, and packaging. You are welcome to try on a product but please take adequate measure to preserve its condition. Once the return order is received at our location we shall investigate the condition of the receipt of the order. After complete quality analysis of the received product, if the product qualifies as unused and undamaged we shall refund the complete money back to the customer.

We don't offer a reverse pick up at your location; you have to ship an item back to us. In such cases, we will credit your cash back account with Rs.100 to cover your cost of shipping the product back to us.

Refund
We will refund the money once we receive the product in its original nature/condition. The refund shall be made through cheque; generally this process takes 10-15 days of time.

Exchanging an Order
At Carlton London we are unable to do any exchanges.