Help

1. Customer account

  • How can I contact Customer Services at the Carven on-line shop?
  • You can contact our Customer Services by emailing; customer-service@carven.fr or by telephoning +33 (0) 1 42 25 62 03 (from Monday to Friday between 10am to 6pm, French time, GMT+1).
  • How do I create my account?
  • To create an account, click on the « My account » logo at the top right of your screen. Click on « create an account ». Enter a valid email address and complete the required fields.
  • How do I change my account?
  • Changing your password or your billing information is very simple. Click on My Account and enter your identification and password. Once connected, you can see and change your personal information.
  • I've forgotten my password. How can I access my account?
  • Click on « forgot your password » under the password field on the sign-in page. A new page will open to help you request a new password once you’ve entered in your email address. You’ll then receive an email helping you set up a new password.
  • How can I register for the newsletter?
  • You can sign up for the newsletter to receive updates and special offers straight to your email inbox. To subscribe, locate the newsletter section at the foot of the Home page.
  • How can I unsubscribe from the newsletter?
  • You can unsubscribe from the newsletter by simply clicking on the Unsubscribe link at the foot of the newsletters you receive. You can also do it in your account, in the My Subscription section. Please don't hesitate to contact us if you have any difficulty.
  • What do you do with my name and personal information?
  • The information you give us to handle your order are only used only in the context of our commercial relations. This information can in no way be shared or sold. In accordance with the Computers, Files and Freedom Law of 6 January 1978, you have the right to access, correct, change or remove any personal data which concerns you. So far as your financial information (bank or credit cards) is concerned, this is only used for your payment, with our secure payment partner Ogone. We do not retain any of your financial information.
  • Can I keep my shopping cart open from one visit to another?
  • You can recover items that have been added to the shopping cart for up to a year (if stock is available), by following the steps below:

    - Connect to your account, using the same computer, and the same browser
    - Use the same domain: https://www.carven.com/

2. Order

  • How can I contact Customer Services at the Carven on-line shop?
  • You can contact Carven Customer Service by emailing; customer-service@carven.fr or by telephoning +33 (0) 1 42 25 62 03 (from Monday to Friday between 10am to 6pm).
  • How do I place an order on Carven online store?
  • To place an order on carven.com, all you have to do is browse the site by going through the different categories and products. Choose the items that you wish to purchase by clicking on "Add To Cart". Once your products are in the cart, you can check its contents by clicking on the cart logo, then follow the prompts by clicking the "proceed to checkout" button. Once you have finalized your order, it will be prepared within 48 working hours in our warehouse, then passed on to the carrier, according to the country that you have selected. Please be sure to track your package with the tracking number.
  • How long will it take to process my order?
  • All orders are dispatched within 48 hours maximum (within the limitations of available stock).You will receive an email containing your Tracking Number once your package has been shipped from our distribution center.
  • How can I track my order?
  • Once you have placed your order, you’ll receive a confirmation email with your purchase details.

    When your order is ready, it will be dispatched to the delivery address you’ve entered.

    When your order is dispatched, you’ll receive an email confirming that your order has been sent, with a link to the courier’s site to show your order’s progress.
  • How can I cancel or change my order?
  • You can cancel an order as long as it has not already been prepared by our warehouse. Please be sure to contact customer service as soon as possible : customer-service@carven.fr

3. Payment

  • How can I contact Customer Services at the Carven on-line shop?
  • You can contact our Customer Services by emailing; customer-service@carven.fr or by telephoning +33 (0) 1 42 25 62 03 (from Monday to Friday between 10am to 6pm).
  • What are the accepted methods of payment?
  • We only accept payments by payment card. These are completely secured by our partner Ogone, European leader of on-line payments.
  • Which payment cards are accepted?
  • For the time being, only bankcard payments are accepted. Authorized payment cards are Visa, MasterCard and American Express.
  • How is the payment secured?
  • The bank transactions on carven.com are handled by our partner Ogone. The data is fully encrypted. Bank details are not recorded.

    We are particularly careful about protecting our customers from bankcard fraud. That’s why, in certain cases, the anti-fraud system 3Dsecure might be activated in order to confirm the identity of the bankcard user.
  • My coupon code doesn't work. What should I do?
  • Have you checked the expiration date of your coupon code? Please be sure to respect upper and lower case and enter your code without leaving spaces. Try clearing the cache of your browser. If your code works, a text will appear to state that your coupon code was taken into account. Codes may not be used concurrently: if you have several, only one may be used per order. After following these steps, and if the code still won't work, please be sure to contact Carven Customer Service : customer-service@carven.fr

4. Delivery

  • What are the systems and charges for delivery?
  • Your order will be delivered, from Monday to Friday between 9am and 6pm.

    Free shipping for all orders being shipped to the United States.

    Free shipping for orders over 300€ being shipped to France, Europe, Switzerland and for orders over 300£ being shipped to the United Kingdom.

    For orders under 300€ in Europe and 300£ in the United Kingdom :
    - Express delivery in France and Europe costs €7
    - United Kingdom £5 and in the United States it is free of cost.

    Once the parcel has been shipped you will receive a UPS tracking number via email which will allow you to track your parcel. You can also track your parcel directly from your customer account.
  • How long does it take to despatch and deliver?
  • Delivery times are calculated in business days, not including weekends or bank holidays. You may check our delivery times by eligible country below. Order preparation and delivery delays may be extended during peak times (sales, private sales).

    CountryShipping Delay
    France 24h
    Belgium 24/48h
    Denmark 24/48h
    Germany 24/48h
    Ireland 24/48h
    Luxembourg 24/48h
    Netherlands 24/48h
    Sweden 24/48h
    United Kingdom 24/48h
    Austria 48h/72h
    Switzerland 48h/72h
    Finland 48h/72h
    Greece 48h/72h
    Italy 48h/72h
    Portugal 48h/72h
    Spain 48h/72h
    United States 48h/72h

5. Returns and refunds

  • How do I return a product, and how long do I have to do so?
  • The Customer has, 28 working days within the delivery date, without any justification or penalty to return a product.

    For all returns within the context of the right of withdrawal, the procedure below must be completely respected :
    1. Fill out the return form. This form is located in your Customer Account space underneath the "My Orders" section. No return will be accepted without the aforementioned return form completed.
    2. Make sure the merchandise you return is in its original condition, tags and packaging included, otherwise we will be unable to accept your return and issue a refund. The Products must be returned in its original condition, tags and packaging included in perfect condition, otherwise we will be unable to accept your return and issue a refund.
    3. Use the pre-paid UPS Return Label included in your order and leave the package at a UPS drop-off location. If this label was not included in your order, please contact customer-service@carven.fr
  • How much does returning a product cost me?
  • Subject to the conditions stated above, Carven will refund the total amount of the order, including tax, to the Customer (Product price and delivery costs) not including the return costs. If you do not have a UPS pre-paid return label, please contact us at the following address: customer-service@carven.fr
  • How will I be reimbursed?
  • Your refund will be made to the payment card used for the purchase. The Customers bank account will be credited with the said amount, within thirty (30) days from the date when Carven receives the Products.

6. Technical problems when ordering

7. Information and Services