Shipping policy

Last updated: October 12, 2026

Before ordering opens

Our collection is currently available to browse. Purchasing is not yet open. We are completing the first delivery test. Order preparation follows the made-to-order process described below. Available services, supported destinations, carrier-transit estimates and total delivery/import charges will be disclosed before payment when ordering opens. No quoted transit time is currently a promise that an order can be placed or dispatched.

Dispatch from China

Orders will be dispatched from China. The initial release is being prepared for supported United States addresses. A translated website does not mean that delivery is available to every country. Only destinations and services actually offered at checkout are available.

Preparation and transit time

Made to order. During our initial small-batch launch, scarf production and gift-box preparation run in parallel. Each order is inspected and packed before dispatch. Preparation and carrier-transit estimates will be confirmed before ordering opens and shown before payment. Transit begins when the carrier receives your parcel. The applicable estimates will appear before payment. Tracking will be provided after dispatch; the creation of a tracking number alone does not mean that the carrier has received the parcel. Customs processing, public holidays and delivery-address issues may affect transit. If we cannot dispatch within the stated period, we will notify you, explain the revised estimate where available and offer cancellation of the unshipped order for a full refund. Any consent required by applicable law will be obtained.

Delivery charges, taxes and import fees

The delivery charge and the arrangement for import duties, taxes, clearance and handling will be disclosed before payment. Where a service is offered with duties paid by the sender, the disclosure will identify what is included. We will not describe an unconfirmed service as tax-free or promise that every destination is duty-paid. If charges are payable by you, they must be disclosed before you order. Contact hello@carrelume.com if the checkout information is unclear.

Your address

Provide a complete, accurate address and any contact information required for delivery. Contact us promptly if you need a correction. If an incorrect address supplied by you causes failed delivery, reasonable redelivery costs may be your responsibility, subject to applicable law. We will explain any charge before arranging redelivery. If the error was ours or a verified carrier issue, we will handle the investigation and appropriate remedy.

Delayed, damaged or missing parcels

Email hello@carrelume.com with your order number and tracking number. For damage, keep the item and packaging and provide photographs where possible. If tracking says delivered but you cannot locate the parcel, check with household members and your building reception, then contact us. We will investigate with the carrier and provide an appropriate remedy for a verified issue. You are not required to settle your claim against the carrier alone.

Failed delivery and customer returns are different

An undelivered outbound parcel is not necessarily returned to China; some services permit only local redelivery. This operational limitation does not remove your rights under our Returns & Refunds Policy. To return a received order, request authorization from us first. We will provide the approved return address in China and instructions. Do not return to the outbound label address or to a forwarding warehouse without our instructions.

Returns

Read our Returns & Refunds Policy for the 14-day request window, return conditions, cost allocation and refund processing. For delivery questions, email hello@carrelume.com.