FAQ
Have a question about your order? Chances are it is answered right here. If you are still stuck, our support team is just an email away.
Customer Support
How quickly will I hear back?
We aim to reply within 24 hours on business days.
How do I get in touch?
Email us anytime at info@carat-couture.com, or fill out our contact form. Including your full name and order number helps us respond faster.
Shipping and Delivery
Where do you ship?
Within the United States only, including Alaska, Hawaii, and US territories. We do not ship to PO Boxes, APO or FPO addresses, or international destinations.
Who delivers my package?
We work with USPS, UPS, FedEx, and DHL, chosen based on your delivery location.
How long does processing take?
Orders typically take 1 to 2 business days to process. Our cutoff is 11:00 PM EDT.
How long does shipping take?
Once processed, expect 3 to 7 business days in transit.
What is the total wait time?
Roughly 4 to 9 business days from order to delivery.
Can I change my delivery address after ordering?
Possibly, if you email us right away at info@carat-couture.com before it ships. Once processed or shipped, we cannot guarantee a change.
What if an item is out of stock?
We will email you; if it cannot be restocked in a reasonable time, you will be refunded automatically.
How do I track my order?
Use our Order Tracking page and enter your tracking number.
My tracking is not working.
Give it 24 to 48 hours to activate, then reach out if still nothing.
Returns and Refunds
My item arrived damaged.
Let us know within 48 hours of delivery with your name, order number, and photos, and we will make it right under our 30-day return policy.
Can I return my order?
Yes, within 30 days, unused and unworn with tags in original packaging. Contact us first for a Return Authorization; returns sent without one may not be accepted.
Do you offer exchanges?
We do not offer direct exchanges. Return the original order and place a new one once your return is accepted.
Is there a restocking fee?
No.
When will I get refunded?
After we receive and inspect your return, approved refunds go to your original payment method within 10 business days.
Get in Touch
Store name: Carat Couture
Company name: Caratly LLC
Company No: 10614046
EIN: 43-6924152
Company Address: 1209 North Orange Street, Wilmington, DE 19801, United States
Email: info@carat-couture.com
Phone: +1 302 455-7173
We aim to respond to your inquiries within 24 hours.
Customer Service Hours
Monday to Friday: 9am - 5pm (EDT)
Saturday and Sunday: Closed