How to contact us ?
I can’t reach you on the phone anymore! How to contact you ?
Unfortunately, we don’t have access anymore to our former telephone line and therefore won’t be able to respond to your demands by telephone.
We our on the other hand still available by email at email@example.com and promise you we will get back to you in less than an hour from Monday to Friday, from 10am to 6pm (Central European Time Zone).
You can also contact us 24/7 through our Contact Form.
Where is my order ?
You can still check out and follow up your order on our website, in your Carel account, in « My Orders ».
If there is any change, or modification made, or any update on your order status, we will let you know by email.
Will my order be shipped ? / Is it going to be sent on time ?
We are doing our best to ship your parcel as soon as we can. But know that our transportation and logistics departments are still in the process of structuring, taking care of their health in priority. Concerning the delivery time, we are sorry about it but please bear with us and expect some delay as our workforce is quite reduced.
How can I return my order during this period ?
Please don’t take any risk, your health is our priority and as social distancing is crutial today, we decided to extend our return time policy to 60 days. This amount of time might change depending on the news.
Will I receive my refund on the indicated time ? / How long will it take me to receive my refund if I already sent my parcel as a return ?
All of your refund demands will of course be treated but might unfortunately take us a little more time than usual. For more specific information, contact us by email at firstname.lastname@example.org