Our Customer Promise

At House of Carlab, we cherish every piece we curate and every customer we serve. We want your experience to be exceptional, from browsing our site to receiving your item. If something doesn’t go as planned, we are here to help.

1. Damages During Transit (Our Responsibility)

We understand that buying unique and vintage items online requires trust. That's why we take full responsibility for the safe delivery of your order.

  • What to do: If your item arrives damaged, please contact us as soon as possible (ideally within 3 days) at contact@houseofcarlab.com.

  • What we need: To speed up the process, please attach clear photos of the damaged item and the packaging it arrived in.

  • Our Action: Once we receive the information, we will handle the entire process. We will review the case and negotiate the best solution for you, whether it's a full refund, a repair (if applicable), or store credit. Your satisfaction is our priority.

2. The Nature of Our Items (Vintage Goods)

We celebrate the history and unique character of our pieces. As most of our items are vintage or antique, they carry marks of time that are part of their charm.

  • Descriptions: We do our absolute best to describe and photograph every item accurately, including any notable imperfections.

  • Ask Before You Buy: We encourage you to ask any questions you have before purchasing. If you need more photos or information about an item's condition, just send us an email. We are happy to help!

  • Final Sale Policy: Due to the unique, "one-of-a-kind" nature of our products, all sales are considered final. We cannot accept returns or exchanges based on a change of mind. The only exception is for items that arrive damaged in transit (see Point 1).

3. Lost or Missing Packages

If your order does not arrive within the estimated timeframe, please contact us. We will track it with the carrier and take responsibility for locating your package or resolving the situation.

Get in Touch

For any questions about your purchase or this policy, our direct line is contact@houseofcarlab.com.

Contact us