Protection of your Personal data and provision of rights to exercise control of said data is of high importance to us. We are open and transparent regarding all facets of how we gather, use, share and protect your personal data and have therein provided our Policy in detail.
All orders are shipped through DHL with an approximate delivery time of 2-4 business days.
Please note at times unexpected delays may occur which Carlos San Juan has no control over and is not responsible for.
All orders received during business hours Monday - Friday are dispatched within one to two business days. Please advise of a phone number when ordering. Orders cannot be cancelled after they have been confirmed through our website.
Please note we can not ship to P.O Boxes as generally shipments require a signature on delivery. Certain out of range remote areas not supported by the DHL network will be shipped with a regular express post (5-10 business days). For orders to Russia, please provide a business address.
If a package is undeliverable, the customer will be held responsible for any return and original shipping charges. To prevent this from happening please look out for any delivery attempt notifications and use the 'Track my order' feature located in the confirmation email.
If you choose to reject/refuse delivery due to customs fees or other there will be a 25 € return fee deducted from your credit note to cover return shipping. This is non-negotiable.
Please note we are not accountable for any orders that have been marked as delivered nor where delivery attempts have been made.
Carlos San Juan is not responsible for any VAT charges. Please familiarise yourself with your countries regulations as payment of these charges may be necessary to release your order. Please note tax might be applicable in particular for Germany, Croatia, Slovenia and the Czech Republic.
Carlos San Juan offers store credits only for purchases made on our website, you can then reorder your correct style, colour and size. Please note that we cannot make any exceptions for a refund due to your item being out of stock.
You are entitled to an exchange within 10 days of your purchase for a store credit only. Please note that the product must be returned unused in original packaging including all tags.
Store credits will be issued within 2 to 3 business days upon receiving the exchange items.
Please email firstname.lastname@example.org to authorize the return and download the EXCHANGE FORM.
Please make sure you print, fill out and place it in the returning package so that we can issue you with a store credit. PLEASE FOLLOW THE INSTRUCTIONS AS STATED ON THE RETURN FORM.
All items discounted, purchased on sale or using a promotional code are final sale and cannot be returned or exchanged.
Carlos San Juan is not responsible for the shipping costs of your return or exchange item/s.
Refunds are not accepted unless the item is faulty. If you have a faulty item please make sure you enclose your original invoice (printed off your online order), along with a description of the fault. Once received in our office, we will inspect the goods and decide whether to issue a refund or repair the goods. In this case, we will keep you informed.
Please note Carlos San Juan is not responsible for any shipping costs related to exchanges or for any loss of items during shipping.