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).
  • How do I create my account?
  • To create your account at the Carven on-line shop, enter your e-mail address, which becomes your identification, as well as the other required information in the appropriate 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?
  • When you click on the link Forgotten Password, please enter the e-mail address you used when opening your account. Your password will be e-mailed to you immediately. Please check your junk mail and spam box, if you do not receive it.
  • How can I register for the newsletter?
  • You register for the Carven on-line shop newsletter by registering your e-mail address on the Home page in the Newsletter section at the foot of the page. You will receive the latest news from the on-line shop, and our exclusive offers.
  • 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 basket open from one visit to another?
  • You can recover the items that you added to the basket for up to a year (if stock is available), by following the steps below:

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

2. Order

  • 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).
  • How do I place an order at the Carven on-line shop?
  • To place an order at the Carven on-line shop, all you have to do is browse the site by going to the products available in the different categories. You can browse by type of product or by looking through the whole site. Choose the items that you wish to buy by clicking on Add To Basket. Once your products are in the basket, you can check its contents by clicking on the basket, then follow the prompts by clicking the Order button. Your order is prepared within 48 working hours in our warehouses, then passed to the carrier, according to the country that you have chosen. Delivery time is then between 24h and 72h after your order has been passed to the carrier.
  • How long will it take to deal with my order?
  • All orders are dispatched within 48 hours maximum (within the limitations of available stock). You will be informed by e-mail of the preparation and despatch of your goods.
  • How can I track my order?
  • We send you a confirmation e-mail a few minutes after the receipt of your order. In this e-mail you will find a summary of your order, plus a link allowing you to go to your account and track your order. Your order will go through the following stages: 'Confirmed', 'In course of preparation' and finally 'Despatched'.

    When your order is passed to the carrier, you will receive another e-mail telling you this, and giving you the package number which will allow you to follow its journey.
  • How can I cancel or change my order?
  • You can cancel or change an order so long as it has not already been prepared by our warehouses. Any changes to your order will be taken into account the same day, provided that you advise customer-service@carven.fr by e-mail before the planned despatch date of your order.

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?
  • You can use the following payment cards in the Carven e-boutique: Carte Bleu, Visa, Mastercard or American Express.
  • How is the payment secured?
  • The Carven on-line shop uses the e-Commerce Solution from Ogone, recognised by the leaders of the financial world. This was developed so that you could make your payments in an ergonomic and friendly environment, with optimum security and complete respect of private life. Ogone e-Commerce is the payment solution adopted by several thousand on-line businesses. You will recognise these sites by the mention Payment Secured By Ogone, which features on the payment page.
  • My reduction code doesn't work. What should I do?
  • Have you checked the expiry date of your reduction code? Also be careful to respect the case, and to enter your code without leaving spaces. Try clearing the cache in your browser. If your code works, a text will be posted to indicate that your coupon 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, don't hesitate to contact Carven on-line shop Customer Services by emailing Carven par email à customer-service@carven.fr

4. Delivery

  • What are the systems and charges for delivery?
  • Your order will be hand delivered, from Monday to Friday between 9am and 6pm. Express delivery in France and Europe cost €7, in Switzerland Fr.7, in The United Kingdom £5 ans is free of cost in the United States. Free shipping for orders from 300€ in France, Europe, Switzerland and from 250£ in the United Kingdom. Once the parcel has been sent you will receive a DHL tracking number by email which will allow you to follow 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 and bank holidays, please find below delivery times by eligible countries. 
    The orders preparation and delivery delay may be extended during peaks in activity (sales, private sales). 

    Country Shipping 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
    Finland 48h/72h
    Greece 48h/72h
    Italy 48h/72h
    Portugal 48h/72h
    Spain 48h/72h
    United States 48h/72h
  • Can my order be delivered abroad?
  • We currently deliver to Metropolitan France, the United Kingdom, the Euro Zone, Switzerland and the United States.
    The list of countries available for delivery will be displayed after you have confirmed your basket.
  • What should I do if I am not at home when my order is delivered?
  • If you are not at home at that time, an advice note will be placed in your letterbox. This advice note gives the procedure to be followed to schedule the second delivery. In the case you are not at home for the second time, DHL could deliver the package at the nearest Post Office. You will then have to go to the Post Office named, taking the advice note from the carrier and some means of identification, to collect it. You should do this within one week, after which the package will be returned to us.
  • What should I do if I do not receive my order?
  • If you not yet received your package after 6 days and no advice note has been left for you, track your package thanks the DHL tracking number received by email. You also can contact our Customer Services by e-mailing customer-service@carven.fr
  • What should I do if my goods are damaged, or if I do not receive what I ordered?
  • In this event, please contact the Carven on-line shop Customer Services before returning the item, so that you can be given instructions on the procedure to follow. This is very simple: just contact Customer Services by e-mailing customer-service@carven.fr

5. Returns and refunds

  • How do I return a product, and how long do I have to do so?
  • The Customer has, within a period of fifteen working days from the date of receipt of his order to return the Products, without any justification or penalty.

    For all returns within the context of the right of withdrawal, the procedure below must be completely resepcted : 
    1. The Customer must enclose in his package the return authorisation previously completed and printed with the help of the return form accessible from the Customer space - Section - "My Orders". No return will be accepted without the aforementioned return authorisation duly completed. 
    2. The Products must be returned in the original packaging, with their labels, and any accessories, in perfect condition to : Carven, 2 Rue Etienne de Montgolfier, Z.I. Péchiney - Bat. Intercal, 77515 POMMEUSE FRANCE. 
    3. The Customer is liable for the risks and costs for the return of the Products. 

    To return an order from the United States, visit the DHL website to schedule a pickup: https://sbw.dhl-usa.com/SchedulePickup/SchedulePickupInfo.asp?nav=SbcPickup
  • How much does returning a product cost me?
  • Subject to the conditions stated above, The Other Store will refund the total amount of the order, including tax, to the Customer (Product price and delivery costs) not including the return costs. 
  • 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