Versand

Thank you for visiting and shopping at carolinalinens.shop.

carolinalinens.shop is an online seller operating from Germany. We primarily offer bedding, bed linens, sheets, duvet covers, pillowcases, blankets, towels, bath textiles, curtains, window textiles, mattress-related products, home textiles, decorative soft furnishings, and other products available through our online store.

This Shipping and Delivery Policy explains how orders placed through carolinalinens.shop are confirmed, processed, prepared, shipped, tracked, delivered, and, where applicable, returned.

By placing an order through carolinalinens.shop, you acknowledge that you have read and understood this Shipping and Delivery Policy.

Nothing in this policy excludes, restricts, or limits any mandatory consumer right that cannot lawfully be excluded or restricted under applicable law.

1. Seller Information

The online store operates using the following information:

Store and business name: carolinalinens.shop
Business type: Online seller based in Germany
Primary product category: Bedding, bath textiles, curtains, mattress-related products, home textiles, soft furnishings, and other products offered through the online store
Email: info@carolinalinens.shop
Telephone: +49 172 2257488
International telephone format: +491722257488
Business address: Papenstieg 33, 22869 Schenefeld, Schleswig-Holstein, Germany
Return address: Papenstieg 33, 22869 Schenefeld, Schleswig-Holstein, Germany

Customers may contact us regarding order processing, shipping, tracking, delivery, damaged products, missing packages, returns, or other order-related matters using the contact information above.

2. Scope of This Policy

This policy applies to eligible orders placed directly through the official carolinalinens.shop online store.

This policy covers:

  • Order confirmation;

  • Payment verification;

  • Address verification;

  • Order processing;

  • Product preparation;

  • Shipping destinations;

  • Shipping costs;

  • Estimated delivery times;

  • Shipping methods;

  • Tracking information;

  • Multiple and split shipments;

  • International shipping;

  • Customs procedures;

  • Import duties and taxes;

  • Delivery attempts;

  • Address changes;

  • Order modifications;

  • Order cancellations;

  • Delayed shipments;

  • Lost shipments;

  • Damaged packages;

  • Incorrect or missing products;

  • Incomplete orders;

  • Undeliverable shipments;

  • Refused shipments;

  • Returned-to-sender shipments; and

  • Shipping-related return procedures.

This policy does not apply to products purchased through unauthorized resellers, third-party marketplaces, social-media sellers, or websites not operated by carolinalinens.shop.

3. Definition of Business Days

Unless expressly stated otherwise, processing, shipping, return, and response periods described in this policy are measured in business days.

Business days generally mean Monday through Friday and exclude:

  • Saturdays;

  • Sundays;

  • German public holidays;

  • Public holidays applicable in Schleswig-Holstein where relevant;

  • Carrier holidays;

  • Bank holidays;

  • Days on which shipping or fulfillment services are unavailable; and

  • Days materially affected by circumstances beyond our reasonable control.

Orders placed on weekends or applicable public holidays will normally begin processing on the next available business day.

4. Order Confirmation

After an order has been successfully submitted, an order confirmation will normally be sent to the email address provided during checkout.

An order confirmation means that we have received the order.

It does not necessarily mean that:

  • Payment has been fully verified;

  • The billing information has been approved;

  • The shipping address has been verified;

  • Every product remains available;

  • The order has entered final fulfillment;

  • The order has been packed; or

  • The order has been shipped.

If you do not receive an order confirmation:

  1. Check your spam or junk email folder;

  2. Confirm that the email address entered during checkout was correct; and

  3. Contact info@carolinalinens.shop if you still cannot locate the confirmation.

Customers should review their order confirmation and promptly notify us of any incorrect:

  • Product;

  • Size;

  • Color;

  • Pattern;

  • Material;

  • Quantity;

  • Billing information;

  • Shipping information; or

  • Contact information.

5. Payment Authorization and Verification

Orders will normally begin processing only after payment has been successfully authorized or received.

We may conduct reasonable verification before fulfilling an order.

Verification may include reviewing:

  • Payment authorization;

  • Billing information;

  • Shipping information;

  • Customer contact information;

  • Order value;

  • Product quantity;

  • Fraud indicators; and

  • Other information reasonably necessary to process the transaction securely.

Processing may be delayed where:

  • Payment remains pending;

  • Payment is declined;

  • Payment is reversed;

  • Billing information cannot be verified;

  • Shipping information cannot be verified;

  • The delivery address appears incomplete;

  • An order requires additional security review; or

  • Additional customer verification is reasonably necessary.

Where an order cannot reasonably be verified, we may place it on hold or cancel it, subject to applicable law.

6. Order Processing Time

Our normal order processing time is 1–3 business days.

Processing begins after:

  1. The order has been successfully placed;

  2. Payment has been confirmed;

  3. Required order information has been received; and

  4. Any necessary verification has been completed.

Order processing may include:

  • Confirming payment;

  • Reviewing the order;

  • Confirming inventory;

  • Inspecting products;

  • Selecting the correct size;

  • Selecting the correct color;

  • Confirming pattern or material variation;

  • Preparing bedding or textile products;

  • Folding and protecting textile products;

  • Packing the order;

  • Preparing shipping documentation;

  • Creating a shipping label; and

  • Transferring the shipment to the carrier.

Processing time is separate from shipping time.

The estimated 6–9 business-day shipping period begins after processing has been completed and the shipment has been accepted by the applicable shipping carrier.

7. Processing Delays

Although most orders are processed within 1–3 business days, additional processing time may occasionally be required because of:

  • Weekends;

  • Public holidays;

  • High order volume;

  • Promotional events;

  • Product launches;

  • Inventory discrepancies;

  • Payment verification;

  • Incomplete addresses;

  • Fraud-prevention reviews;

  • Product inspection;

  • Packaging requirements;

  • Severe weather;

  • Natural disasters;

  • Public emergencies;

  • Carrier disruptions;

  • Supply-chain interruptions; or

  • Other circumstances outside our reasonable control.

If an order experiences a material processing delay, we will make reasonable efforts to notify the customer.

8. Product Availability

All orders are subject to product availability.

Although we make reasonable efforts to maintain accurate inventory information, a product may become unavailable after an order is placed because of:

  • Inventory errors;

  • Simultaneous customer purchases;

  • Product damage discovered during inspection;

  • Supplier or fulfillment problems;

  • Incorrect inventory counts;

  • Discontinued products; or

  • Other unexpected circumstances.

If an ordered product becomes unavailable, we may:

  • Contact the customer;

  • Cancel the unavailable product;

  • Offer an alternative with the customer's approval;

  • Ship available products separately; or

  • Cancel the affected order where necessary.

We will not substitute a materially different product without customer consent.

9. Shipping Destinations

carolinalinens.shop provides shipping to countries and regions available for selection during checkout.

If a destination cannot be selected or accepted during checkout, we may currently be unable to ship there.

Shipping availability may depend on:

  • Carrier coverage;

  • Local delivery conditions;

  • Customs requirements;

  • Import restrictions;

  • Product restrictions;

  • Local laws;

  • Address type;

  • Postal code;

  • Package size;

  • Package weight;

  • International transportation conditions; and

  • Temporary carrier limitations.

Shipping availability may change if carrier services, customs requirements, laws, or operational conditions change.

10. Free Standard Shipping

carolinalinens.shop offers free standard shipping on eligible orders to destinations currently supported during checkout unless a different charge is clearly disclosed before purchase.

Unless otherwise stated:

  • No minimum order value is required for eligible free standard shipping;

  • Free shipping applies to eligible orders;

  • Free shipping applies to the original outbound shipment; and

  • Free shipping applies only to the standard shipping method.

Free standard shipping does not necessarily include:

  • Express shipping;

  • Expedited shipping;

  • Same-day delivery;

  • Customs duties;

  • Import taxes;

  • Import VAT where separately payable;

  • Customs brokerage fees;

  • Customs clearance fees;

  • Remote-area surcharges;

  • Address correction charges;

  • Re-delivery charges;

  • Customer-preference return shipping;

  • Exchange shipping; or

  • Re-shipping caused by incorrect customer-provided information.

If an optional paid shipping service is available, its price and estimated delivery time will be displayed during checkout.

11. Estimated Shipping Time

Our estimated standard shipping time is 6–9 business days after order processing has been completed.

The normal estimated order timeline is:

  • Order processing: 1–3 business days;

  • Shipping and transportation: approximately 6–9 business days; and

  • Estimated total timeframe: approximately 7–12 business days.

For example, if an order requires three business days to process and nine business days for transportation, the estimated total timeframe may be approximately twelve business days.

Weekends, public holidays, carrier holidays, customs delays, and significant transportation disruptions are not included in these estimates.

12. Delivery Estimates Are Not Guarantees

Shipping and delivery periods are estimates unless expressly stated otherwise.

An estimated delivery date shown:

  • On a product page;

  • During checkout;

  • In an order confirmation;

  • In a shipping confirmation;

  • In a tracking message; or

  • On a carrier's tracking page

does not necessarily constitute a guaranteed delivery date.

Actual delivery times may vary because of:

  • Customer location;

  • Carrier service;

  • Package routing;

  • Customs clearance;

  • Local delivery conditions;

  • Weather;

  • Public holidays;

  • Peak shopping periods;

  • Failed delivery attempts;

  • Incorrect address information; or

  • Other circumstances outside our reasonable control.

Nothing in this section limits mandatory consumer rights concerning late delivery or non-delivery.

13. Shipping Methods and Carriers

We select carriers and shipping services based on factors such as:

  • Destination country or region;

  • Delivery address;

  • Package weight;

  • Package dimensions;

  • Product availability;

  • Carrier coverage;

  • Expected delivery time; and

  • Operational requirements.

Customers may not always be able to select a particular carrier unless this option is expressly offered during checkout.

International shipments may be handled by more than one carrier.

14. Shipping Confirmation

Once an order has been shipped, we will normally send a shipping confirmation email.

Where available, the confirmation may include:

  • Order number;

  • Shipping date;

  • Carrier name;

  • Tracking number;

  • Tracking link; and

  • General delivery information.

Carrier tracking information may require up to approximately 48 hours to become active after the shipping information has been generated.

15. Package Tracking

Customers are encouraged to monitor tracking information associated with their orders.

Tracking may temporarily show limited or no movement while a shipment:

  • Waits for its first carrier scan;

  • Moves between carrier facilities;

  • Travels internationally;

  • Waits for customs clearance;

  • Transfers between carriers;

  • Waits for final-mile delivery;

  • Is processed during weekends or holidays; or

  • Travels through locations where real-time scanning is unavailable.

A temporary absence of tracking updates does not necessarily mean that a package has been lost.

If tracking has not updated for an unusually long period, contact:

info@carolinalinens.shop

Please include your order number and tracking number.

16. Multiple and Split Shipments

An order containing multiple products may be divided into separate shipments.

Separate shipments may be used where:

  • Products are stored at different fulfillment locations;

  • Products become ready at different times;

  • Package size or weight requires separation;

  • Different carriers are used;

  • Different products require different packaging; or

  • Separate shipping improves fulfillment efficiency.

Each shipment may have its own:

  • Shipping confirmation;

  • Tracking number;

  • Carrier;

  • Shipping route; and

  • Delivery date.

Receiving one package does not necessarily mean that the entire order has been delivered.

No additional standard shipping fee will be imposed solely because we divide an otherwise eligible order into multiple packages.

17. International Shipping

International orders may be subject to customs processing in the destination country.

Customers are responsible for confirming that products may lawfully be imported and used in their destination jurisdiction.

We may be unable to fulfill an international order where:

  • The destination is unsupported;

  • Carrier service is unavailable;

  • Transportation is legally restricted;

  • The product cannot legally be imported;

  • Required customs information cannot be provided; or

  • Applicable law prevents fulfillment.

International delivery estimates may be affected by customs inspections or border-processing procedures.

18. Customs Duties and Import Taxes

Free shipping does not necessarily mean that an international order is exempt from customs or tax-related charges.

Depending on the destination, an order may be subject to:

  • Customs duties;

  • Import taxes;

  • Import VAT;

  • Customs brokerage charges;

  • Customs clearance fees;

  • Postal handling charges; or

  • Other government-imposed charges.

Where such charges are collected during checkout, this will normally be indicated before payment.

Where charges are not collected by carolinalinens.shop, the recipient may be required to pay them directly to the carrier, customs authority, or relevant government agency.

19. Customs Clearance

Customs authorities may inspect, delay, hold, or request additional information concerning international shipments.

Customers may be required to provide:

  • Identification;

  • Tax information;

  • Import documentation;

  • Proof of purchase;

  • Product information;

  • Payment of duties or taxes; or

  • Other legally required information.

Customers should respond promptly to legitimate customs or carrier requests.

We may provide available order documentation where reasonably necessary, but customs decisions remain under the authority of the applicable government agency.

20. Accurate Shipping Information

Customers must provide complete and accurate shipping information during checkout.

Shipping information should include, where applicable:

  • Recipient's full name;

  • Street and house number;

  • Apartment, unit, floor, or building information;

  • City;

  • State or region;

  • Postal code;

  • Country;

  • Telephone number; and

  • Relevant delivery instructions.

Customers should verify the shipping address before submitting an order.

carolinalinens.shop is not responsible for delays or additional costs caused solely by incorrect customer-provided information, except where applicable law provides otherwise.

21. Changing a Shipping Address

If you need to change a shipping address, contact us immediately at:

info@carolinalinens.shop

The request should include:

  • Order number;

  • Customer's full name;

  • Original shipping address;

  • Complete corrected shipping address; and

  • Reason for the requested change.

For security purposes, we may require the request to be submitted from the email address used to place the order.

We will make reasonable efforts to update the address if the order has not entered final fulfillment.

Address changes cannot be guaranteed once an order has been shipped.

22. Incorrect or Incomplete Addresses

If delivery cannot be completed because an incorrect or incomplete address was provided, the carrier may:

  • Delay the shipment;

  • Attempt an address correction;

  • Hold the package;

  • Return the package to the sender;

  • Request customer collection; or

  • Take another action permitted under carrier procedures.

Where legally permitted, the customer may be responsible for:

  • Address correction charges;

  • Return-to-sender charges;

  • Re-delivery costs;

  • Customs costs;

  • Storage charges; and

  • Re-shipping costs.

The original free standard shipping offer does not automatically cover additional transportation caused by incorrect customer-provided information.

23. Delivery Instructions

Customers may provide delivery instructions where checkout allows them to do so.

We will make reasonable efforts to communicate relevant instructions to the carrier, but we cannot guarantee that every carrier will follow every request.

Instructions concerning:

  • Building access;

  • Gate access;

  • Telephone contact;

  • Delivery timing;

  • Signature requirements;

  • Package placement;

  • Reception desks; or

  • Building security

remain subject to carrier procedures.

Customers should not include payment information, passwords, identification documents, or other sensitive information in delivery instructions.

24. Signature Requirements

Some orders may require a signature because of:

  • Order value;

  • Product type;

  • Delivery destination;

  • Carrier requirements;

  • Fraud-prevention procedures; or

  • Other reasonable security considerations.

Where a signature is required, the recipient should make reasonable arrangements to receive the shipment.

A carrier may hold or return a shipment where the required signature cannot be obtained after the permitted number of attempts.

25. Delivery Attempts

A carrier may make one or more delivery attempts.

If delivery cannot be completed, the carrier may:

  • Leave a delivery notice;

  • Request additional instructions;

  • Hold the shipment;

  • Arrange another attempt;

  • Deliver the shipment to an authorized collection point; or

  • Return the shipment to the sender.

Customers should monitor tracking information and respond promptly to carrier notices.

26. P.O. Boxes and Special Addresses

Delivery to:

  • P.O. boxes;

  • Parcel lockers;

  • Hotels;

  • Temporary residences;

  • Freight-forwarding facilities;

  • Military addresses; or

  • Remote locations

is subject to carrier availability.

Where necessary, we may request an alternative delivery address.

27. Freight Forwarders and Third-Party Receiving Services

If a customer directs an order to a freight forwarder, hotel, warehouse, mail-forwarding service, reshipping company, or another third-party receiving service, the customer is responsible for:

  • Confirming the third party's address;

  • Confirming that the third party will accept the package;

  • Paying third-party charges;

  • Arranging onward transportation; and

  • Ensuring proper handling after delivery.

Our ability to investigate loss or damage occurring after an independent third party has accepted and forwarded the shipment may be limited.

28. Delayed Shipments

A shipment may be delayed because of:

  • Severe weather;

  • Natural disasters;

  • Carrier congestion;

  • Airport or port congestion;

  • Customs inspections;

  • Security screening;

  • Labor disputes;

  • Transportation accidents;

  • Public emergencies;

  • International conflicts;

  • Government restrictions;

  • Incorrect addresses;

  • Failed delivery attempts;

  • Peak-season demand;

  • Local delivery disruptions; or

  • Other circumstances outside our reasonable control.

A delayed shipment is not automatically considered lost.

We will make reasonable efforts to assist customers with significantly delayed shipments.

29. Holiday and Promotional Periods

Processing and shipping may take longer during:

  • Black Friday;

  • Cyber Monday;

  • Christmas;

  • New Year;

  • Easter;

  • Other public holidays;

  • Major promotional events;

  • Product launches; or

  • Unexpected periods of high demand.

Customers ordering products for a holiday, moving date, home renovation, gift, or other time-sensitive occasion should place orders sufficiently early.

30. Force Majeure

To the extent permitted by applicable law, fulfillment may be affected by circumstances outside our reasonable control, including:

  • Natural disasters;

  • Severe weather;

  • Fire;

  • Flood;

  • Earthquake;

  • War;

  • Civil unrest;

  • Public-health emergencies;

  • Government action;

  • Customs action;

  • Labor disputes;

  • Carrier interruptions;

  • Transportation shutdowns;

  • Utility outages;

  • Internet outages; or

  • Significant supply-chain interruptions.

We will make reasonable efforts to resume normal fulfillment when circumstances permit.

Nothing in this section excludes liability or consumer rights that cannot lawfully be excluded.

31. Packages Marked as Delivered

If tracking indicates that a shipment has been delivered but it cannot be located:

  1. Confirm the shipping address;

  2. Check entrances and safe delivery locations;

  3. Check parcel lockers, mail areas, porches, or garages;

  4. Ask members of the household;

  5. Ask neighbors where appropriate;

  6. Contact building reception, management, or security;

  7. Review any available carrier delivery evidence; and

  8. Contact the carrier.

If the package remains missing, contact:

info@carolinalinens.shop

Please provide:

  • Order number;

  • Recipient name;

  • Shipping address;

  • Tracking number; and

  • Description of the issue.

We will make reasonable efforts to assist with the investigation.

32. Lost Packages

A shipment may be considered potentially lost where:

  • The estimated delivery period has been materially exceeded;

  • Tracking has not updated for an extended period; and

  • The carrier cannot confirm the shipment's current location.

If you believe a shipment has been lost, contact us with:

  • Order number;

  • Customer name;

  • Delivery address;

  • Tracking number;

  • Date of the last tracking update; and

  • Available carrier communications.

We may initiate a carrier investigation.

Where a shipment is confirmed lost before delivery, we will provide an appropriate remedy in accordance with applicable law, which may include replacement or refund.

33. Missing Packages After Confirmed Delivery

Where tracking indicates successful delivery but a shipment cannot later be located, customers should:

  • Check the delivery premises;

  • Ask household members;

  • Check with neighbors;

  • Contact building management;

  • Review carrier delivery evidence; and

  • Contact the carrier.

Customers should also notify us and provide available supporting information.

Nothing in this section reduces mandatory consumer rights concerning delivery.

34. Damaged Packages or Products

Customers should inspect packages and products reasonably soon after delivery.

If a package or product arrives damaged, contact:

info@carolinalinens.shop

Please provide, where reasonably possible:

  • Order number;

  • Customer name;

  • Description of the damage;

  • Photographs of the outer packaging;

  • Photograph of the shipping label;

  • Photographs of the damaged product;

  • Photographs of internal packaging; and

  • Other information reasonably necessary to review the issue.

For textile products, relevant damage may include:

  • Tears;

  • Holes;

  • Stains;

  • Fabric damage;

  • Broken zippers;

  • Damaged seams;

  • Incorrect stitching;

  • Significant transit contamination; or

  • Other delivery-related damage.

Customers should retain the affected product and packaging until we confirm whether inspection or return is required.

35. Incorrect, Missing, or Incomplete Orders

If you receive:

  • The wrong product;

  • The wrong size;

  • The wrong color;

  • The wrong pattern;

  • The wrong quantity;

  • The wrong textile variation;

  • A product you did not order; or

  • An incomplete order,

contact:

info@carolinalinens.shop

Please provide:

  • Order number;

  • Description of the issue;

  • Photographs of the products received;

  • Photographs of product labels;

  • Photograph of the shipping label; and

  • Photograph of package contents where available.

Where we confirm a fulfillment error, we will provide an appropriate remedy consistent with applicable law and our Return and Refund Policy.

36. Refused Packages

If a customer refuses delivery, the carrier may return the shipment to the sender.

A refusal may occur because:

  • The customer no longer wants the order;

  • Delivery was not accepted;

  • Customs charges were not paid;

  • The shipment was not collected;

  • The recipient was unavailable; or

  • The customer did not recognize the shipment.

Refusing delivery does not automatically constitute an approved return or valid withdrawal notice.

Customers intending to cancel or withdraw should clearly notify us.

No restocking fee will be charged for an otherwise eligible return.

37. Unclaimed Packages

Where a carrier holds a shipment for collection, customers should collect it within the permitted holding period.

If the shipment is not collected, it may be:

  • Returned to the sender;

  • Stored at additional cost; or

  • Otherwise handled according to carrier procedures.

If an unclaimed shipment is returned, available re-shipment or refund options will depend on the circumstances, applicable law, product condition, and our Return and Refund Policy.

38. Returned-to-Sender Packages

A shipment may be returned because of:

  • Incorrect address;

  • Incomplete address;

  • Unknown recipient;

  • Refused delivery;

  • Failure to collect;

  • Failed delivery attempts;

  • Customs issues;

  • Local restrictions; or

  • Carrier error.

After a returned shipment is received, we will review the circumstances.

If the return was caused by our confirmed error, we will provide an appropriate resolution without additional standard shipping cost.

If it resulted from incorrect customer-provided information, reasonable re-shipping costs may apply where permitted by law.

39. Order Modifications

If you need to modify an order, contact:

info@carolinalinens.shop

Requested modifications may include:

  • Product;

  • Size;

  • Color;

  • Pattern;

  • Material;

  • Quantity;

  • Shipping address; or

  • Contact information.

We will make reasonable efforts to make requested changes before final fulfillment.

Order changes cannot be guaranteed after preparation or shipment has begun.

40. Order Cancellations

Customers may request cancellation by contacting:

info@carolinalinens.shop

The cancellation request should include:

  • Order number;

  • Customer name;

  • Email address used for the order; and

  • Cancellation request.

Orders may enter processing quickly.

Operational cancellation may no longer be possible once an order has been packed, transferred to a carrier, or shipped.

Mandatory statutory consumer rights remain unaffected.

41. Thirty-Day Return Period

Eligible products may be returned under our voluntary return policy within 30 days after delivery.

The voluntary return period begins on the date the applicable product is delivered.

If an order is delivered in multiple packages, the 30-day return period for each product begins when that product is delivered.

A return request should normally be submitted before the applicable 30-day period expires.

Submitting a return request does not automatically guarantee approval.

Our voluntary 30-day return policy does not reduce mandatory consumer rights.

42. Return Request Procedure

Before returning a product, customers should contact:

info@carolinalinens.shop

The return request should include:

  • Order number;

  • Customer's full name;

  • Product being returned;

  • Size, color, or variation where applicable;

  • Reason for return;

  • Photographs if the product is damaged, defective, incorrect, or incomplete; and

  • Other relevant information.

We will provide appropriate return instructions.

Customers should generally not send voluntary returns before receiving return instructions, except where doing so would conflict with mandatory consumer rights.

43. Return Processing Time

Voluntary return requests are normally reviewed within 1–3 business days after we receive the information reasonably required to evaluate them.

This administrative period does not include:

  • Return transportation;

  • International transportation;

  • Customs procedures;

  • Carrier delays;

  • Product inspection after receipt; or

  • Payment-provider refund processing.

Mandatory statutory refund deadlines remain unaffected.

44. Return Eligibility

Unless otherwise stated in our Return and Refund Policy, products submitted for voluntary return should generally be:

  • Unused beyond reasonable inspection;

  • Unwashed;

  • Unaltered;

  • Undamaged after delivery;

  • Clean;

  • Free from customer-caused stains;

  • Free from customer-caused odors;

  • Free from pet hair or contamination caused after delivery;

  • Complete;

  • Returned with all applicable accessories;

  • Returned with product labels where applicable; and

  • Returned in original packaging where reasonably possible.

Customers may reasonably inspect bedding, curtains, towels, and other textiles to determine their appearance, dimensions, texture, and suitability.

Extensive use, washing, alteration, or customer-caused damage may affect voluntary-return eligibility.

Mandatory rights for defective or non-conforming products remain unaffected.

45. Return Shipping Costs

If we confirm that a product was:

  • Damaged during delivery;

  • Defective when received;

  • Incorrectly supplied;

  • Missing essential components;

  • The wrong product;

  • The wrong size because of our fulfillment error;

  • The wrong color, pattern, or variation because of our error; or

  • Otherwise affected by our confirmed mistake,

we will provide appropriate return instructions and bear reasonable return shipping costs where applicable.

For customer-preference voluntary returns, the customer is generally responsible for return shipping, subject to mandatory statutory rights.

Customers arranging their own return should use an appropriate trackable shipping service and retain proof of shipment.

46. No Restocking Fee

carolinalinens.shop does not charge a restocking fee for eligible returns.

Customers will not be charged a separate percentage or fixed fee solely because an eligible product is returned.

The absence of a restocking fee does not mean that we are responsible for:

  • Customer-paid return shipping;

  • Customs duties;

  • Import taxes;

  • Brokerage charges;

  • Address correction costs;

  • Re-delivery charges;

  • Customer-caused damage;

  • Missing products;

  • Missing accessories; or

  • Other costs that are not restocking fees.

47. Return Address

Before returning a product, customers should contact:

info@carolinalinens.shop

Approved returns should be sent according to the return instructions provided to:

carolinalinens.shop
Papenstieg 33
22869 Schenefeld
Schleswig-Holstein
Germany

Telephone: +49 172 2257488

The return package should clearly identify:

  • Order number;

  • Customer's full name;

  • Product being returned; and

  • Any return reference provided by us.

We recommend using a trackable shipping method and retaining proof of shipment until the return has been completed.

48. Exchanges

If you would like to exchange an eligible product, contact:

info@carolinalinens.shop

Exchange availability depends on current inventory.

We may process an exchange by:

  • Providing return instructions;

  • Reserving another size;

  • Reserving another color or pattern;

  • Reserving a replacement product;

  • Shipping a replacement after receiving or verifying the original product; or

  • Asking the customer to return the original product and place a new order.

Any applicable price difference or shipping responsibility will be communicated before the exchange is completed.

49. Customer Communication Responsibilities

We normally communicate about orders using the email address or telephone number provided during checkout.

Customers should:

  • Provide a valid email address;

  • Provide a valid telephone number;

  • Monitor their inbox;

  • Check spam and junk folders;

  • Respond to legitimate verification requests;

  • Monitor tracking information;

  • Respond to carrier notices; and

  • Promptly notify us of delivery problems.

We are not responsible for delays caused solely by incorrect customer-provided contact information, except where applicable law provides otherwise.

50. Fraud Prevention and Delivery Verification

To protect customers and our store, we may review orders for unauthorized payment activity or fraud.

For certain orders, we may reasonably:

  • Request additional information;

  • Confirm customer identity;

  • Confirm billing information;

  • Confirm the shipping address;

  • Require delivery confirmation;

  • Require a signature; or

  • Cancel an order that cannot reasonably be verified.

Personal information used for verification will be handled in accordance with our Privacy Policy and applicable data-protection law.

51. Limitation of Shipping Responsibility

carolinalinens.shop remains responsible for fulfilling its legal obligations concerning shipment and delivery.

Certain logistical activities may be performed by independent carriers, including:

  • Transportation routing;

  • Carrier scans;

  • Customs procedures;

  • Local postal operations;

  • Delivery scheduling;

  • Delivery attempts;

  • Weather-related routing; and

  • Final-mile transportation.

Nothing in this policy excludes, restricts, or limits any right or liability that cannot lawfully be excluded.

Where this policy conflicts with mandatory consumer law, applicable mandatory law will prevail.

52. Relationship to Other Store Policies

This Shipping and Delivery Policy should be read together with our:

  • Return and Refund Policy;

  • Privacy Policy;

  • Terms of Service; and

  • Product-specific information displayed before checkout.

Where a conflict concerning return eligibility exists, the Return and Refund Policy will apply unless mandatory law requires otherwise.

53. Changes to This Policy

We may update this Shipping and Delivery Policy to reflect changes in:

  • Shipping services;

  • Carrier procedures;

  • Business operations;

  • Product offerings;

  • Customs procedures;

  • Legal obligations; or

  • Customer-service procedures.

The revised version will be published on carolinalinens.shop with an updated “Last Updated” date.

Unless otherwise required by applicable law, changes will generally apply to orders placed after the revised policy becomes effective.

54. Contact Us

If you have questions about processing, shipping, tracking, delivery, customs, damaged products, missing packages, or returns, please contact us:

Store and business name: carolinalinens.shop
Email: info@carolinalinens.shop
Telephone: +49 172 2257488
International telephone format: +491722257488
Business address: Papenstieg 33, 22869 Schenefeld, Schleswig-Holstein, Germany
Return address: Papenstieg 33, 22869 Schenefeld, Schleswig-Holstein, Germany

When contacting us regarding an existing order, please include your order number and the email address used during checkout so that we can assist you efficiently.

Shipping Summary

For clarity, our standard shipping terms are:

Order processing: 1–3 business days
Standard shipping time: approximately 6–9 business days after processing
Estimated total timeframe: approximately 7–12 business days
Standard shipping charge: Free for eligible orders
Tracking: Provided when available
Voluntary return period: 30 days after delivery
Restocking fee: None
Customer service email: info@carolinalinens.shop
Telephone: +49 172 2257488
Business address: Papenstieg 33, 22869 Schenefeld, Schleswig-Holstein, Germany
Return address: Papenstieg 33, 22869 Schenefeld, Schleswig-Holstein, Germany