FAQs
Answer to common questions
HOW CAN WE HELP YOU?
Once your order and payment are validated, Carita sends you an initial email confirming your order.
Once your order has been prepared and shipped:
You will receive another email confirming the shipment. This second email will contain a tracking number for your package. You can track your order by clicking on the link in the email and entering your tracking number on the page that loads in your browser. In the event of a problem, please contact our customer service team via the contact form.
To track your order in the "My account" section of the website:
Click on "My orders" to track the status of your order online.
Your order is either:
- In progress: your shopping cart has not yet been finalized on the website.
- Paid: you have received an order confirmation email.
- In preparation: your order is being prepared at the warehouse.
- Shipped: you will receive an email once your order has been picked up by the carrier.
- Delivered: you have received your order, as well as an email with your receipt.
Got another question? Feel free to contact us, we'll be happy to help!
Orders placed on our website can be delivered to the UK. Unfortunately we can not ship orders to the Republic of Ireland, Channel Islands or Isle of Man.
Orders for which a P.O box delivery address has been chosen cannot be processed and deliveries will not be made to these addresses.
Got another question? Feel free to contact us, we'll be happy to help!
Samples are available at authorized stores but are subject to availability. If a sample is unavailable, you can use the testers to discover our products.
When you place an order online, you can choose from a selection of samples to be sent with your order.
Got another question? Feel free to contact us, we'll be happy to help!
Please note that an order cannot be modified once it has been validated.
Got another question? Feel free to contact us, we'll be happy to help!
Your user ID is simply your email address.
If you forgot your password, click on "You forgot your password" on the "My account" page.
Got another question? Feel free to contact us, we'll be happy to help!
Your payment information is encrypted (SSL mode) and neither revealed to nor stored by Carita. Payments made on carita.co.uk are securely transmitted to our payment partner, the Ingenico Group.
On the website, you can pay by Visa, Mastercard, American Express, JCB, or PayPal.
Your account will be debited 4 days after you place your order. If we need more than 4 days to prepare your order, your credit card will be automatically debited once the preparation is complete. Payments made by PayPal are debited immediately upon placing an order.
If a product is unavailable or your order must be canceled for any other reason, our customer service team will issue a refund to the card or account that was used to pay for the order. As per applicable regulations, refunds are processed within 14 days (on average, 2 business days). A refund confirmation email will be sent to the email address that was used to place the order.
Got another question? Feel free to contact us, we'll be happy to help!
Click on "Store Locator" to discover all the stores that sell Carita products.
Got another question? Feel free to contact us, we'll be happy to help!
Please contact our customer service team.
By email: see the "Contact us" section
By phone: 8:00am - 8:00pm (Mon-Sat)
Sunday 8AM to 3PM
For all questions regarding the status of an order or a return: +44 20 38 85 93 44
(cost of a local call, please have your order or return number ready).
Got another question? Feel free to contact us, we'll be happy to help!
