Customer care
Contact
Please feel free to contact us, we'd love to help you.
wholesale@shopcarelli.com For any Wholesale inquires regarding distribution.
customercare@shopcarelli.com Our customer care team is available Monday through Friday, from 9:00 AM to 5:00 PM. You can expect a response within 1-2 business days.
We are always looking for exciting new collaborations! If you're interested in working together, don't hesitate to reach out, we'd love to explore the possibilities.
collab@shopcarelli.com We aim to respond to all collaboration inquiries within 3-5 business days.
FAQ
How do Carelli drops work?
Each Carelli drop is a limited release. Once sold out, styles may not return. Sign up to the community for early access and restock notifications.
When will my order ship?
In-stock orders ship within 1-3 business days. Pre-order items ship within the window shown on the product page.
Can I exchange for a different size?
Pre-order items can be exchanged for a different size within 48 hours of placing your order. After 48 hours, production begins and changes are no longer possible.
Do you ship internationally and in which currencies can I pay?
Yes, we ship worldwide. At checkout you can pay in your local currency where supported. Any import duties, taxes, or customs fees are the responsibility of the customer.
How do returns work and what is the return window?
We accept returns within 14 days of delivery. Email customercare@shopcarelli.com with your order number, item details, and reason for return. Items must be unworn, unused, with original tags and packaging.
Returns
Pre-order items can be exchanged for a different size within 48 hours of placing your order. After 48 hours, production begins and changes are no longer possible.
We accept returns within 14 days of delivery. To request a return, email customercare@shopcarelli.com with your order number, item details, and reason for return.
Items must be unworn, unused, with original tags and packaging. Refunds are issued after inspection and approval.
Return shipping is at the customer's expense. Any import duties, taxes, or customs fees related to a return will be deducted from your refund. Original shipping costs, duties, and taxes are non-refundable, and customers are responsible for local import regulations.
Carelli is not liable for orders marked as delivered or for delays or misdelivery caused by incorrect shipping details. Shipping addresses cannot be changed once an order has been dispatched.
