frequent asked questions

How much does shipping a small package cost?


As soon as you place your order, the website gives you the shipping costs to your country

If I place an urgent order when do you ship it?


Carta Carta shop  policy is to satisfy the customer so we will process the order as soon as possible and that is 24-48 hours excluding weekends.

Is it possible to track my order?


Sure! As soon as we deliver your parcel to the courier GLS, you will receive an email with the tracking link at the registration email.

How can I cancel an order I entered?


If you wish to cancel an order you must do it within 24 hours, by sending an email to specifying your order number. You will receive as soon as possible all information via email and relative provisions for any refund.

What do I do if I want a refund or an exchange on an item?


You can send the articles directly to our office with a completed return form and we will contact you as soon as it arrives. For further information, please refer to our return policy by clicking here or contact us at

What payment methods do you accept?


We accept all credit cards through the Paypal and  Advance Bank Transfer.

Can I make any changes to my order?


We aim to process and pack your order as fast as possible which means we're unable to make any changes once you've placed an order.
However, you may be able to cancel your order and place a new one instead  Please contact and we'd love to see how we
can help.

How can I add an item to my order?


We understand that sometimes you may want to add more goodies to your order, however once an order is submitted, we’re unable to change it – even if it’s still processing. If you’d like to purchase more items, we recommend placing a separate order.

What do I do if I want a refund or exchange on a product?


You’re welcome to take the items into any of our retail store, where our team members will be able to help you with an exchange, credit note or refund. Alternatively, you can post the items directly to our Head Office with a completed Return Form and we will contact you as soon as it arrives. For more information, please refer to our Refunds and Exchanges page or contact us at

What do I do if I have received a faulty product?


Please  contact us at providing photos and proof of purchase, and our team would love to assist further.

I’m having troubles placing an order online, can you help?


From time to time,
you may experience difficulties out of our control, and we understand this can
be a little frustrating when you’re eager for some cartacarta love! We
recommend the following tips:

• Clear your cache and any cookies from your browser.
• Try a different web browser - using Google Chrome or Mozilla Firefox are the easiest to browse and shop on most websites, including ours.
• Log in/log out of your account again.
• Try using a different device (sometimes using a desktop may help).

If you continue to experience any issues, please don’t hesitate to contact us at and we will find an alternative solution to help you place your order online.

Cannot find your question?

send us a mail, we will be happy to help you!