FAQ

SUBSCRIBE / MY ACCOUNT

  1. Do I have to open a Carlag account to shop?

You don’t have to open a personal account to shop at carlag.it; you can just log in as a “Guest” and you will still be able to track your order and get free returns if you need. However, if you open a personal account, you will have access to exclusive customer sections and services.

  1. Can I change the details I entered in my account or delete my account?

In MyAccount, you can change the details you entered when you subscribed at any time, after logging into your account.

You can also have your account deleted by sending an email to servizioclienti@carlag.it or calling (+39) 051 6746675.

  1. What happens if I forget my password?

If you forget your password, just follow the online procedure when you log in and select “Forgot your Password?” to receive a new one. .

ORDERS AND PRODUCTS

  1. How can I buy an item?

To buy an item, select it from the catalogue and add it to your “Shopping Bag”. At that point, you can keep browsing the website and shopping or you can go straight on to payment. To buy multiple pieces of the same item, just change the quantity directly in your shopping bag.

  1. How can I find out whether my order has been successfully completed?

After clicking on “Confirm Order” at the end of the shopping procedure, you will receive an email that will make sure your order has been successfully entered. In addition, if you are a registered customer, you can check if your order is listed in the “ORDER No.” section of your account.

  1. Can I add or remove an item after my order has been confirmed?

Once you have confirmed your order, if you have not yet received the email that confirms the shipment, you can add or remove an item by sending an email to the customer care service, at servizioclienti@carlag.it .

  1. Can I ask for an invoice?

Yes, you can ask for an invoice by selecting the Invoice box at checkout.
If you are a business: enter your registered name, VAT registration number and E-invoicing code number.
If you are a private person: enter your social-security number.

  1. Can I place an order on the telephone?

You can place your order on the telephone by calling: +39 051 6746675, Monday to Friday, from 09.00am to 12.30pm and from 02.30pm to 05.00pm.
In this procedure, you can pay by bank transfer or by credit card, by providing your credit card details to the telephone operator.
Such transactions are managed through Unicredit, so your payment will be perfectly safe and your credit card details will not be saved.

SHIPPING

  1. What are the shipping cost and delivery times?

The shipping costs and delivery times depend on the destination; the shipping costs are processed at checkout.

If your order is associated with a promotion, your order may take up to 6 workdays after the confirmation to be delivered.

  1. How can I track my order?

When your order is taken over by the shipping company, you will receive an email with the shipment number and instructions on how to monitor your order.

PAYMENT

Carlag.it provides multiple secure payment methods.

  1. What payment methods are accepted by Carlag.it?

You can choose one of these payment methods:

  • Credit card (Visa, Visa Election, Maestro; Mastercard, Postepay, American Express)

  • Apple Pay

  • Google Pay

  • Shop Pay

  • PayPal

  • Bank transfer (by sending an email to the customer care service)

  • Over the telephone by bank transfer or credit card (see FAQ no. 8.).

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    1. Can my credit card details be saved on Carlag website?

    If you are a registered customer and want to make your shopping even quicker, you can save your credit card details at checkout by clicking on “Save my credit card details for fast checkout” when you make your payment. The next time you place an order, you can go through to checkout without having to re-enter all your details; you can just enter the Verification Code we will send you in a text message, so you can do your shopping faster.

    1. Why hasn’t my credit card payment gone through?

    There may be a few different reasons why your payment has not gone through.

    Here are a few things you can check:

  • Check your credit card details again

  • Check if you have sufficient funds on your card. If you are using a prepaid card, you may have to top it up or authorise the payment.

  • Contact your bank to make sure the transaction has been authorised.

    • Otherwise, try to select a different payment method.

    RETURNS AND REPLACEMENTS

    1. I bought a product but I want to return it: how can I do that?

    You can return your purchase for free if you do it within 30 days of the date of delivery. To trace the process, go to theRETURN section of our website. After checking the returned item meets the requirements, we will issue a refund to your name via the same payment method you chose.

    1. When will I receive my refund?

    After checking the returned item meets the requirements, our staff will issue your refund without delay and otherwise within 21 (

    twenty-one) days from the date of delivery of the item at our warehouse.

    You will receive an email to inform you that your payment has been refunded.
    Shipping costs will not be refunded.

    1. Can I replace an item or exchange the size?

    To replace an item, first you have to open an Application for Return(see the RETURN  section) for the item you want to change, then order the one you want.

    1. Can I return an item to a Carlag store?

    You can return an item for free by taking it to a Carlag store

    Don’t forget to take the printout of your Order Summary along with the item you want to return, to speed up the procedure.

    You can return your items to one of these stores:

    • Milano, Via Mercato 3
    • Bologna, Via Farini 10/B
    • Bologna, Via Indipendenza 58/A
    • Torino, Via Lagrange 7
    • Riccione, Viale Ceccarini 9
    • Roma, Via Cola di Rienzo 134
    • Roma, Via della Vite 33
    • Roma C. Comm.le Roma Est, Via collatina 858
    • Napoli, Via Nisco 23
    • Bari, Via Putignani 62

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