Customer Service

Customer Service Carroll&Chan

Customer service.

Here are the most frequently asked questions we receive at Carroll&Chan. If your question is not answered here don't hesitate to email us [email protected] or use the chat button below to talk to a real person. We love to hear from you!


Shipping Information
European orders are shipped from Amsterdam and Asia orders are shipped from Hong Kong. 

Hong Kong. We offer free delivery when you spend $600. For orders under $600 there is a $50 delivery charge.

Netherlands. We offer free delivery when you spend €35. For orders under €35 there is a delivery charge of €4.

Belgium, France, Germany, Luxembourg.  We offer free delivery when you spend €55. For orders under €55 there is a delivery charge of €7.

Other EU countries, UK.  We offer free delivery when you spend €70. For orders under €70 there is a delivery charge of €14.

Philippines. We offer free delivery when you spend php 4,000. For orders under php 4000 there is a delivery charge of php 800.

Singapore. We offer free delivery when you spend s$75. For orders under s$75 there is a delivery charge of s$29.

United States. We offer free delivery when you spend $200. For orders under $200 there is a delivery charge of $40.

Will My Item Be Gift Wrapped?
We can gift wrap any item for you on request free of charge.

Which Payment Methods Do We Accept?
We accept VISA, Mastercard, American Express and a selection of debit cards.

Returns Policy
You may return items in their original, unused and saleable condition for a refund or exchange within 14 working days from receipt. You are not required to give us any reason for doing so, however proof of purchase (order number) is required.  You will be required to organise and pay for the return of the items to us. Alternatively, you can bring your item to our store where we can arrange a refund or exchange.

Press Enquiry
Please contact our press team by emailing [email protected]

+852 62977397

Hong Kong Store
Shop 01, UG Floor, Festival Walk, 80 Tat Chee, Kowloon Tong, Kowloon.

Store Opening Hours
Mon-Thu 11am to 9pm
Fri, Sat, Sun and Public holidays 11am to 10pm

Social Media
Follow carroll&chan on

Privacy Policy
Please read our privacy policy carefully to get a clear understanding of how we collect, use, protect or otherwise handle your personally identifiable information in accordance with our website.

What personal information do we collect from the people that visit our website?
When ordering or registering on our site, as appropriate, you may be asked to enter your name, email address, mailing address, phone number or other details to help you with your experience.

When do we collect information?
We collect information from you when you place an order or subscribe to our newsletter.

How do we use your information?
We may use the information we collect from you when you register, make a purchase, sign up for our newsletter, respond to a survey or marketing communication in the following ways
 To quickly process your transactions.
To contact you regarding your order or delivery.

How do we protect your information?
Your personal information is contained behind secured networks and is only accessible by a limited number of persons who have special access rights to such systems, and are required to keep the information confidential.

We implement a variety of security measures when a user places an order enters, submits, or accesses their information to maintain the safety of your personal information. All credit card transactions are processed through a gateway provider and are not stored or processed on our servers.

Do we use ‘cookies’?
Yes. Cookies are small files that a site or its service provider transfers to your computer’s hard drive through your Web browser (if you allow) that enables the site’s or service provider’s systems to recognise your browser and capture and remember certain information. For instance, we use cookies to help us remember and process the items in your shopping cart. They are also used to help us understand your preferences based on previous or current site activity, which enables us to provide you with improved services. We also use cookies to help us compile aggregate data about site traffic and site interaction so that we can offer better site experiences and tools in the future.

We use cookies to:
Help remember and process the items in the shopping cart. Compile aggregate data about site traffic and site interactions in order to offer better site experiences and tools in the future. We may also use trusted third-party services that track this information on our behalf.

You can choose to have your computer warn you each time a cookie is being sent, or you can choose to turn off all cookies. You do this through your browser settings. Since browser is a little different, look at your browser’s Help Menu to learn the correct way to modify your cookies.  If you turn cookies off, It won’t affect the user’s experience.

Third-party disclosure
We do not sell, trade or otherwise transfer to outside parties your Personally Identifiable Information unless we provide users with advance notice. This does not include website hosting partners and other parties who assist us in operating our website, conducting our business, or serving our users, so long as those parties agree to keep this information confidential. We may also release information when it’s release is appropriate to comply with the law, enforce our site policies, or protect ours or others’ rights, property or safety. However, non-personally identifiable visitor information may be provided to other parties for marketing, advertising, or other uses.

Third-party links
We do not include or offer third-party products or services on our website.

If at any time you would like to unsubscribe from receiving emails, you can:
Follow the instructions at the bottom of each email.

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