Delivery and returns

DELIVERY AND RETURNS

1. CAN THE CUSTOMER COLLECT HIS ORDER?

The Customer can collect his order from our main office in Ghent (Frans Ackermanstraat 24, box 1.02, 9000 Ghent), providing he makes an appointment in advance via [email protected] or by phone on the number +32 485 76 33 50.

 

2. DELIVERY TIME AND DELIVERY COSTS

We deliver in Europe only. Delivery is made by My Parcel. All orders with a value in excess of 400 euros are delivered free of charge.

 

We will make every effort to dispatch your order within 1 working day of having received full and final payment for that order. In the Benelux it can take 2-3 working days (public holidays and weekends not included) before you receive the order at the delivery address you have provided to us.

Below you can find the document Europe delivery costs and delivery times that gives details of these matters for all the countries to which we deliver.

We process and dispatch orders from Monday to Friday, between the hours of 09.00 and 18.00 CET, except on public holidays in Belgium.

CARA ROSA cannot be held liable for eventual delays as a result of factors beyond our control, such as bad weather, faults made by the delivery service or time-consuming customs procedures.

 

3. DISPATCH AND DELIVERY

As soon as your order is confirmed, it is no longer possible for us to change the delivery address.

As soon as your order is sent, you will receive a confirmatory e-mail with a tracking number and a link to the website of the courier. This service will allow you to follow the progress of your order, if you so wish.

At the moment when you sign for receipt of your order on delivery, responsibility for the purchased articles passes to you (the Customer). If you are not the actual receiver of the purchase (for example, if it is a present), responsibility for the purchased articles passes to the person who signs for receipt.

If you wish your order to be delivered to your home but are not there to receive it, the courier will leave behind a card with information explaining how further arrangements for the delivery can be made.

 

4. WHAT HAPPENS IF THE ORDERED ARTICLES ARE DAMAGED OR INCORRECT?

If, as a Customer, you receive articles that are damaged or incorrect, please let us know within 48 hours of delivery by sending us an e-mail to [email protected], quoting your order number and giving us full details of the damaged or incorrect items. If you fail to do this within 48 hours, the further processing of the problem will be dealt under the terms and conditions of our 14-day returns policy (please see the section on 'Returns' below). As soon as we receive your request for return or exchange, we will make arrangements for the necessary refund or exchange and issue instructions about how the articles should be returned.

Damaged/incorrect articles must be returned unused and in their original packaging. Providing the articles are returned in accordance with the conditions of our returns policy, any refund will be made within 14 days of our receiving the said articles.

 

5. WHAT HAPPENS IF THE ORDERED ARTICLES ARE LOST IN TRANSIT?

In the event that our courier service loses your package, we will issue you with a credit voucher for the full amount of your original order, so that you can re-order the articles of your choice. This will not apply if you, the Customer, specifically chose a courier service other than the service used by CARA ROSA.

 

 

RETURNS

1. CONDITIONS

We are happy to accept your returns, providing you, as the Customer, comply with the following points:

  • The return is requested within 14 days of receiving delivery of your order.
  • The return request is registered online and approved by us (see the section below on 'How to return articles'). We will only process authorized returns. We will only issue a single authorization number for each order.
  • The authorized return must be received back at our main office (Frans Ackermanstraat 24, box 1.02, 9000 Ghent) within 14 days of the return's registration. Please be aware that we cannot be held liable for any loss or damage if the package is not returned to us via our return service.
  • Every article must be returned to us in an unused and undamaged condition. These matters will be strictly monitored. The basic principle adopted by CARA ROSA is that the Customer is only entitled to inspect the article(s) in the same way that would be possible in a shop. Articles can be tried on before being returned, but not used. To protect the outsole during this trying on, we have added a thin and transparent layer of plastic to the leather sole. For the return to be valid, this plastic layer must not be removed. The articles must also be returned with any accessories that were delivered with the order. All items must be returned in their original state.
  • The original packaging must be enclosed with the return and must be undamaged.
  • In order to make use of his right of return, the Customer should either contact us via [email protected] should follow the step-by-step plan 'How to return articles', as detailed below.

 

2. REFUNDS

If the above conditions are complied with in full, the full amount of the order, including the initial delivery costs, will be refunded within 14 days of the returned articles being received at our main office. The Customer will, however, be responsible for paying the cost of the return from his own address to our main office. These costs are dependent on the country of origin and can be found by consulting the document Europe delivery costs and delivery times elsewhere in this website. CARA ROSA is not obliged to refund the initial delivery costs if the order in question is not the original one.

In the event that a refund is necessary, the appropriate credit will be made to the credit card or bank account used to make the purchase. CARA ROSA cannot be held liable for any fluctuations in currency rates of exchange between the original payment made by the Customer and the refund.

CARA ROSA reserves the right to refuse acceptance of returned articles that show signs of damage or use, or else to make an appropriate compensatory deduction from any refund that may be due.

We also reserve the right to refuse acceptance for refund or exchange of any articles that are returned without our prior authorization.

 

3. HOW TO RETURN ARTICLES
RETURNS IN BELGIUM AND THE NETHERLANDS:

Step 1: Before you can return an article, you need to have a customer account. If you already have a customer account, you can move on to step 2.

 

If you do not have a customer account:

If you have placed an order as a guest, you can make a customer account via the 'Log in/register' button, which you can find at the top right of the home page. It is necessary that you register using the same e-mail address that you used to place your order. This will allow us to convert your guest account into a customer account.

  • Go to 'Log in/register' (top right) and click on 'register'.
  • Click on 'make an account' and fill in your details. This registration means that you automatically accept our general conditions and our privacy policy.
  • Move on to step 2.

 

If you already have a customer account:

If you already have a customer account, you need to first log in via the 'Log in/register' button, which you can find at the top right of the home page. Click on 'log in'. On the screen you will see the text 'Welcome + your name', again at the top right of the home page. Click on this text. This will give you access to your personal account.

 

Step 2: Once you are logged in to your customer account, go to the menu option 'My orders'. Click on 'View' for the order you wish to return. This will give you a summary of the article(s) you ordered.

Step 3: At the bottom of the order form you can click on 'Return articles'.

Step 4: Indicate the number of articles you wish to return, give your reasons for the return, and indicate what return action you wish us to take (different size, refund, etc.).

Step 5: Your return notification will be received by us. If you have respected the 14-day return period following receipt of delivery, you will receive an e-mail from us that will allow you to print off a return label, following payment of the return costs (7 euros for Belgium or 8.75 euros for The Netherlands).

Step 6: Download and print off the invoice and the return label. Pack the article(s) together with the invoice and firmly attach the label to the packaging.

Step 7: Hand in your package at the Bpost office of your choice for orders in Belgium or PostNL for orders from The Netherlands.

Step 8: As soon as the returned article(s) have been received at our main office, you will receive an acknowledgement of receipt by e-mail. If the returned article(s) are in good condition and the procedures have been correctly followed in accordance with our general conditions, we will refund you the amounts we owe (purchase price plus initial delivery costs).

 

INTERNATIONAL RETURNS

Step 1: Before you can return an article, you need to have a customer account. If you already have a customer account, you can move on to step 2.

 

If you do not have a customer account:

If you have placed an order as a guest, you can make a customer account via the 'Log in/register' button, which you can find at the top right of the home page. It is necessary that you register using the same e-mail address that you used to place your order. This will allow us to convert your guest account into a customer account.

  • Go to 'Log in/register' (top right) and click on 'register'.
  • Click on 'make an account' and fill in your details. This registration means that you automatically accept our general conditions and our privacy policy.
  • Move on to step 2.

 

If you already have a customer account:

If you already have a customer account, you need to first log in via the 'Log in/register' button, which you can find at the top right of the home page. Click on 'log in'. On the screen you will see the text 'Welcome + your name', again at the top right of the home page. Click on this text. This will give you access to your personal account.

 

Step 2: Once you are logged in to your customer account, go to the menu option 'My tickets' and create a ticket that mentions your order number (as detailed on the packing note). Also give your reasons for the return and indicate what return action you wish us to take (different size, refund, etc.).

Step 3: Your return notification will be received by us. If you have respected the 14-day return period following receipt of delivery, you will receive a confirmatory e-mail from us.

Step 4: You are responsible for making arrangements for the return of the article(s) via the post office and postal service of your choice. It is your responsibility to pay for the cost of this service.

Step 5: As soon as the returned article(s) have been received at our main office, you will receive an acknowledgement of receipt by e-mail. If the returned article(s) are in good condition and the procedures have been correctly followed in accordance with our general conditions, we will refund you the amounts we owe (purchase price plus initial delivery costs).