Shipping policy

Shipping policy

At Carat Care, our products are shipped directly to you by our supplier partners. Shipping availability, costs and delivery times can vary depending on the products you order and your delivery address.

Shipping destinations and costs

Available delivery options and shipping charges are displayed at checkout before you complete your purchase. If delivery is unavailable for your address, you will not be able to complete checkout for the affected items.

Order processing and delivery

Our supplier partners prepare and dispatch your order. Processing times vary by supplier and are separate from the time your parcel spends in transit.

Any delivery estimates displayed on product pages, at checkout or in shipping communications are estimates rather than guaranteed arrival dates. If we become aware of a significant delay affecting your order, we will contact you with an update. Nothing in this policy affects your statutory rights.

Orders arriving in separate parcels

If you purchase products from different supplier partners, your order may arrive in separate parcels and on different days. You may receive separate shipping notifications and tracking details for each shipment. Your total shipping charge will be shown at checkout before you pay.

Tracking your order

When your order is dispatched, we will send a shipping confirmation using the contact details provided at checkout. Where tracking is available, the confirmation will include tracking information. Tracking updates may take some time to appear after dispatch.

Delivery details and address changes

Please check your delivery address carefully before placing your order. If you need to correct an address, contact Carat Care as soon as possible using the details in our Contact Information policy. We will try to arrange the change with the relevant supplier, but changes may not be possible once processing or dispatch has begun.

Delayed, missing or damaged deliveries

If your parcel is delayed, appears to be missing, or arrives damaged, please contact Carat Care with your order number and details of the issue. For damaged items, photographs of the product and packaging can help us investigate.

We will work with the supplier and delivery provider to resolve the issue. You do not need to contact the supplier directly. This does not affect your statutory rights.

Returns and refunds

For information about returning an item or requesting a refund, please refer to our Return and Refund Policy.