Orders
 
How do I order a product on the platform?

Ordering a product on our platform is easy, just follow these simple steps: 

1. If you have found a product, you wish to purchase, simply select your size (ask our stylist if you're having a hard time finding it) and click 'Add to shopping bag' or add the product from the product overview page and chose your size later on. 

2. You can continue shopping and add more products to your bag, or you can click on your shopping bag in the top right corner to view all added products. 

3. If you wish to order the products in your shopping bag, and you have selected your size, click 'CONTINUE'. 

4. During the following steps, you will be instructed to enter your delivery and payment preferences. At the end of the checkout process, you will receive an order confirmation. 

5. Your order will be sent directly from the boutique(s) to you.

How do I find a specific product? 

In case you are looking for a specific item, there are two quick ways to find it. You can use our navigation menu and select a product category, designer or boutique. Next, you can apply various filters on the product lister page to narrow down your search results.

Another way to find a product is by searching, using the search bar on the top right of the page. You can look for a product by typing in a keyword, or a product code in case you have one. 

Do I need to set up an account to place an order? 

It is not mandatory to activate your account when placing an order, it is possible to check out as a guest. However, we do need your name and email address and preferably your mobile phone to keep you informed of the progress of your order. We do advise you to create an activated account in case you want to enjoy the following benefits:

  • Save your personal details so you can check out faster the next time you shop
  • View your recent purchases and track your order
  • Request a return or exchange
  • Receive personalised advice based on your Style ID
  • Add products you like to your personal wishlist
  • Receive a notification when an item is back in stock 
How will I know my order has been confirmed? 

After completing your checkout, you will get a notification that we have received your order. Once your payment details have been approved, the delivery address has been verified and the selection of products has been accepted, you will receive an email confirming your order. 

What happens if a product I ordered is no longer in stock? 

If a product is no longer available at the boutique of your choice, you will be notified and given the opportunity to order it from a different boutique. In case the product is no longer available at any boutique, we will inform you and will not process your order. If you have already paid for the product, we will refund you the full amount as soon as possible or you can order another product.

How do I know when my order will be delivered? Can I track my order? 

Once we have dispatched your order, you will receive a notification by email. This email contains a tracking number provided by our courier. If you created an account, you would also be able to follow the process of your delivery on our platform. Simply log into your account and click on ‘Orders & Returns’ to check the status of your order. You will also receive an email and text message from our delivery partner where you will be provided with the opportunity to change the delivery location and time if needed.

I am interested in a product I saw in a boutique. Is it available on your platform? 

We offer a selection of the products a boutique has in stock. If the product you have seen in-store is not offered online, don’t hesitate to contact our customer service.  

I have not received all of the items in my order. When will I receive the remaining item(s)? 

If you ordered products from more than one boutique, they will be delivered separately. You will receive a tracking code from every boutique, as soon as your order is dispatched. If you are still concerned about your order, please contact our customer service. 

In what packaging will my goods be delivered? 

Your product will be carefully packed in one of our elegant CarréCouture boxes. We put an extra outer box around your package to guarantee that any delicate products will be protected during transport.  You can also choose to have only the outer/eco box as packaging.

 

Payment and Security
 
Which payment methods does CarréCouture accepts?

The payment methods accepted by CarréCouture depend on your country of origin. Payment methods accepted in the European Union are: Visa, American Express,  MasterCard and Paypal. During checkout you can also see additional payment methods that become available. At CarréCouture our payment process uses the most advanced coding methods and guarantees safe transactions. 

 Overview of payment methods

    Austria
    American Express, MasterCard, Paypal, Visa, Sofort
    Austrialia
    American Express, MasterCard, Paypal, Visa
    Belgium
    American Express, Bancontact, MasterCard, Paypal, Sofort, Visa
    Bulgaria
    American Express, MasterCard, Paypal, Trustpay, Visa
    Canada
    American Express, MasterCard, Paypal, Visa
    Croatia
    American Express, MasterCard, Paypal, Trustpay, Visa
    Cyprus
    American Express, MasterCard, Paypal, Visa
    Czech Republic
    American Express, MasterCard, Paypal, Sofort,Trustpay, Visa
    Denmark
    American Express, Dankort, MasterCard, Paypal, Visa
    Estonia
    American Express, MasterCard, Paypal, Trustpay, Visa
    Finland
    American Express, MasterCard, Paypal, Visa
    France
    American Express, Carte Bleue, MasterCard, Paypal, Visa, Sofort
    Germany
    American Express, Giropay, MasterCard, Paypal, Visa, Sofort
    Greece
    American Express, MasterCard, Paypal, Visa
    Hungary
    American Express, MasterCard, Paypal, Sofort,Trustpay, Visa
    Iceland
    American Express, MasterCard, Paypal, Visa
    Ireland
    American Express, MasterCard, Paypal, Visa
    Italy
    American Express, MasterCard, Paypal, Sofort, Visa
    Latvia
    American Express, MasterCard, Paypal, Trustpay, Visa
    Liechtenstein
    American Express,MasterCard, Paypal, Sofort, Visa
    Lithuania
    American Express, MasterCard, Paypal, Trustpay, Visa
    Luxembourg
    American Express, MasterCard, Paypal, Visa
    Malta
    American Express, MasterCard, Paypal, Visa
    Norway
    American Express, MasterCard, Paypal, Visa
    Poland
    American Express, Dotpay, MasterCard, Paypal, Sofort, Visa
    Portugal
    American Express, MasterCard, Paypal, Visa
    Romania
    American Express, MasterCard, Paypal, Trustpay, Visa
    Slovakia
    American Express, MasterCard, Paypal, Sofort, Trustpay, Visa
    Slovenia
    American Express, MasterCard, Paypal, Trustpay, Visa
    Spain
    American Express, Giropay, MasterCard, Paypal, Sofort, Visa
    Sweden
    American Express, MasterCard, Paypal, Visa
    Switzerland
    American Express, MasterCard, Paypal, Sofort, Visa
    The Netherlands
    American Express, iDEAL, MasterCard, Paypal, Sofort, Visa
    United Kingdom
    American Express, MasterCard, Paypal, Sofort, Visa
    United States
    American Express, MasterCard, Paypal, Visa
How can I choose the currency I pay in? 

The currency will be set per your location when arriving on CarréCouture. You will find the correct currency for each product and during your checkout.

Will my personal information be kept private? 

CarréCouture is committed to respecting your privacy. By operating the platform, we will process certain personal data. You can find all information on our data processing practices in our Privacy Policy and Cookie Policy. We strongly recommend you to read these documents carefully as they contain information that may be very interesting for you. 

 

Shipping and Delivery
 
Will I have to pay additional duties and/or taxes?

Every country or state has different import duties and/or taxes, but the product prices displayed on the individual product pages include import duties and/or taxes so you know upfront exactly what you will pay, except for the shipping fee, that is calculated during checkout.

Which countries does CarréCouture ship to? 

Products are only delivered to countries included in the European Union, the EFTA and to the United States of America,Canada and Australia. You can place an order for products from outside these territories, but this order must be for delivery to an address within the countries mentioned before.

How much are delivery costs? 

The costs of the delivery depends on the distance between the boutique and your location. You will be informed of these options during the order process.

How long is the delivery time? When will I receive my order? 

Our standard delivery process provides a delivery of products within a maximum period of 30 days of accepting your order. We do however always try to have your valued items at your doorstep within 2 days.

Some items I ordered are missing. When will the remaining items arrive? 

Since the items you have ordered may be coming from different boutiques, the arrival dates of the items you ordered can vary. You can check the status of your delivery via the tracking code you received. Please reach out to our Customer Service if you need any help or information we'd be happy to help. 


Returns and Refunds
 
How do I return or exchange an item?

Every customer can use our free return service. Please note, you must request your return within 14 calendar days of receiving your order. Once you have requested the return, you have a further 14 calendar days to send the item(s) back to the boutique.  

1. Log into your account on www.carrecouture.com, or register with the email address you used when placing your order.

2. Go to Orders & Returns and select the order that contains the item(s) you wish to return.

3. Select the item(s) you wish to return.

4. Fill in your pickup address and confirm the return.

5. Print the way bill that is automatically generated and attach it to the outside of the parcel. Keep a spare copy for the courier. In case you are sending multiple items back to multiple boutiques, you need to print a way bill per boutique.

6. In case you received a returns invoice for customs, please print three copies that are generated as PDF. Please make sure there is a date and signature on the invoice. Put one copy inside the package, attach one to the outside together with the way bill and give one to the courier. 

7. Please contact DHL via www.dhl.com to arrange your pickup. If you are returning items to multiple boutiques, you need to request a return pickup for each boutique. 

Please mind the following:

  • We can only collect returns from the same country to which your order was delivered.
  • Items must be returned unworn, unwashed, undamaged and unused and in the same box as it was delivered in.
  • The original tags must be attached. If the security tag is removed, the returned item will not comply with our returns policy and therefore will not be refunded.
My order was cancelled. When can I expect the refund for my return? 

When you or CarréCouture cancel the order before the order is processed, CarréCouture will start the refund process within 14 days. The time it takes for you to receive the refund depends on your particular credit card or bank.

Cancel or change an order once it's placed? 

You have the right to cancel your purchase within 14 days without giving any reason, after this period it's no longer possible to receive a refund. In case the item has already left the boutique, you will still have the possibility to return it. Whenever you have ordered multiple items which are delivered separately, the refund period starts when you receive the item. This means that the start date of the refund period can vary per item depending on the date the items of your order have arrived.

It is possible to make changes to your order. If necessary, please contact customer service for further information.

I received a wrong item or the item is damaged. What should I do? 

When an item is damaged or accidentally swapped upon arrival to your home, you may return it for a refund within 14 days of the date of delivery. If you care to receive further information please don't hesitate to contact our Customer Service through support@carrecouture.com or via phone on +32 3 808 26 50 or chat with us via www.carrecouture.com.


Styling and product information
 
Do you offer a personal shopping experience?

Yes, we do. We have a team of professional stylists available from Monday to Saturday from 9am-06pm (CET), ready to give you styling and fitting advice. We advise you to fill in your Style ID so our stylists can offer you personalised assistance. They can help you with:

  • Finding the perfect size and fit for your body
  • Shopping items that match your current wardrobe
  • Finding the perfect look for your next party
  • Styling an outfit that suits your body type
  • Tips on the key pieces in the new collection
  • Details on fabric or caring instructions
Get in touch with our personal stylists via email, phone on +32 3 808 26 50 or chat with us via www.carrecouture.com.
 
How do I know my item will fit me?

In case you wish to receive fitting advice based on your body characteristics and personal style, please contact our personal stylists via email, phone on +32 3 808 26 50 or chat with us via www.carrecouture.com.. 

How do I know which items are in stock? 

When a product is no longer available in your size, we will inform you of this on the product detail page. You can add that product to your wishlist and choose to receive a notification when your size is back in stock. 

Will new brands be added on the platform? 

We are constantly looking for new boutiques to work with and new brands to offer. As soon as we add a new brand to our list, the brand will be featured on our homepage and the inspirational pages. 

Can I reserve an item to buy later? 

At the moment, it is not possible to reserve a product on our platform. We do encourage you to add your desired product to your wishlist and choose to receive a notification when it is low in stock. You will then have the ability to purchase the product straight from your wishlist. 


Other Questions
 
I forgot my password, what do I do?

In case you have forgotten your password, we will provide you with a new one. Simply click ‘Forgot my password’, and we will send you an email containing a link to reset your password. 

I have further questions; how can I contact customer service? 

Our customer service team is available from Monday to Saturday from 9am-06pm (CET). You can contact them via email or on +32 3 808 26 50  or you can chat with us via www.carrecouture.com

Our team is ready to help you with:

  • Return and exchange enquiries
  • Detailed product information
  • Sizing and fitting advice
  • Delivery questions
  • Placing an order
  • Any other enquiries

Should you have any complaint that cannot be resolved to your satisfaction you can refer to Online Dispute Resolution