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We’re here to make your online purchasing experience as smooth and enjoyable as possible with Carmen. We understand that there will always be questions. So whether you have questions about our products, orders, or anything else, we’ve compiled answers to some of the most common queries to help you find what you need quickly.
If you can’t find the information you’re looking for, our dedicated Customer Services team is always here to help. We hope this page provides the answers you’re looking for!
DELIVERY
Orders processed on our website will take 5-7 business days to arrive. Your delivery details will be provided in your confirmation email.
When your local courier has received your parcel you may receive an estimated delivery window on your tracking. As the couriers follow assigned routes we are unfortunately unable to offer specified delivery times. However, you may be able to change your delivery preferences directly with the courier.
Once the item has left our warehouse we cannot update your delivery details- this must be done via the courier
Get in touch by emailing support@carmen-products.co.uk
When your courier has received your parcel it will prove difficult to re-direct your parcel to an alternative address due to the volume of parcels within our courier partners network. Please get in touch by emailing support@carmen-products.co.uk
We use a range of courier partners including Evri, Yodel, DPD, UPS and Expert Logistics for our UK deliveries. Your appointed courier is dependent on your order and cannot be chosen at the point of sale.
We only ship our orders to Mainland UK only
RETURNS & REFUNDS
Orders processed on our website will take 5-7 business days to arrive. Your delivery details will be provided in your confirmation email.
We always aim to process returns within 14 days of receipt at our warehouse. Once your product has been received and inspected you should receive an email notification regarding your refund, or, exchange. In the unlikely event that you have not received notification within 14 days please contact our Customer Service Team and we will be happy to look into this further for you.
Refunds will be made back to the original payment method used at the point of your order. Please allow up to 5 working days from receiving your refund confirmation email for the funds to show back in your account. Refund times are dictated by the payment provider and are outside of our control.
Get in touch by emailing support@carmen-products.co.uk
When your courier has received your parcel it will prove difficult to re-direct your parcel to an alternative address due to the volume of parcels within our courier partners network. Please get in touch by emailing support@carmen-products.co.uk
PRODUCT QUESTIONS
Each product has a rough date on when the item will be back in stock, you can sign up to email notifications on the product page to be notified when the product comes back into stock.
Due to the paint processed used; a colour variation with matching products is possible and therefore may not be a 100% match.
Registrations must be completed within 30 days of purchase with a valid proof of purchase. Go to registermywarranty.co.uk to register your product.
Yes, there are some exclusions to the warranty:
Accidental damage or incorrect usage will not be covered.
If any repairs have been attempted by a third party, the warranty will be void.
If non genuine parts/spare parts have been used with the appliance.
We are also unable to honour your warranty where your product has been purchased from an unauthorised distributor; in this instance your consumers right would lie with the point of sale.
The length of the warranty is specified in the products user manual. Most Tower products carry a 1 year warranty.. Please be aware that the warranty starts from the date of purchase so please keep a copy of the original proof of purchase.
it maybe possible to offer a repair service on such items as Refrigeration and Dishwashers. To arrange a repair please contact Customer Service at support@carmen-products.co.uk
Spare parts can be purchased directly from the website
If we still haven't answered your question, you can contact us and we will get back to you as soon as possible.
Our Opening Hours are Monday - Friday 8:30am - 5:00pm and we aim to respond to all messages within 48 hours.