Frequently Asked Questions

1. How do I contact Carl Scarpa?

If you have any questions in regards to web sales, the best way to contact us is by email. Send us an email at online@carlscarpa.com or call our helpdesk on 00353 1 864 1955 during our normal working hours between 9.30am - 5.00pm GMT.

We have 23 stores across the UK and Ireland and an online store that ships to customers globally. For contact details of Carl Scarpa stores please click here.

2. I’m having a technical issue and my order won’t go through, what do I do?

You can email us anytime at online@carlscarpa.com or call our helpdesk on 00353 1 864 1955 during normal working hours between 9.30am - 5.00pm GMT.

3. Where is my nearest store?

Please click here to locate your nearest Carl Scarpa store: Carl Scarpa Store Locator.

4. What is your delivery policy, do you deliver outside of the EU?

Carl Scarpa now delivers worldwide, rates may vary depending on your location. For more information on delivery please click here.

5. Do you sell Gift Cards?

Yes, we sell physical gift cards. You can purchase them in EUR 20, EUR 50, EUR 100, EUR 150 and EUR 200 denominations. They can only be used in Carl Scarpa Stores and cannot be redeemed in concessions or on the carlscarpa.com website.

6. Do I need to register to shop?

Registering with us helps us to make the ordering process as quick and easy as possible and allows you to keep track of your orders online but it is not a requirement.

7. By registering, will I automatically receive marketing emails from Carl Scarpa?

No, not unless you sign up to our newsletter. If you do sign up, you can unsubscribe from our mailing list at any time.

8. How do I subscribe to the Carl Scarpa newsletter?

Simply enter your email address in the signup box located at the bottom of the page.

9. How do I un-subscribe from the newsletter?

If you decide that you no longer want to receive our newsletter you can unsubscribe at any time. Simply click on the ‘Unsubscribe’ button at the bottom of the email you receive from us.

10. Do you pass my details on to other companies or 3rd parties?

No, we will never pass your details on to other companies or 3rd parties.

11. What happens to my personal information, is it secure?

Carl Scarpa follow all EU best practice policies in relation to your personal information. We are independently verified and at times also use 3D secure to ensure your personal and credit card details are secure. For more information please see our Privacy Statement.

12. How do I return an item?

At Carl Scarpa it is important to us that our customers receive an excellent service. We carefully fulfil each order from our warehouse, however if you have received a damaged item, or if your order is wrong or incomplete please notify us within 14 business days of receiving the package. If you wish to exchange or return your online order, please click here: Returns and Cancellation.

13. How do I cancel an order?

At Carl Scarpa we care about our customers and we want to ensure that you are completely satisfied with every purchase you make. If you change your mind for any reason we can alter or cancel the order up until it is dispatched. As a customer based in the EU, you have a right to cancel your entire order with us under EU Regulations providing you give us written notification any time after the order has been placed, up to 30 working days from the day you received your order.

If you live outside of the EU our standard policy applies which can be seen here: Returns and Cancellation.

14. Can I add an item to my order after I have placed and completed it online?

Unfortunately, if too much time passes, your order may already be dispatched and you will need to place a separate order for any other items that you want to buy.

15. What form of payment do you accept online?

Carl Scarpa accepts PayPal, Visa, MasterCard, Visa debit, MasterCard debit or Visa Electron.

16. Why has my card been declined?

Declines are determined by your bank, please contact your card issuer and they will be able to determine why your card has been declined. Very often an address or cardholder name that does not exactly match what your bank has on record can be the cause so double check and then try to put the payment through again.

17. How do I know if Carl Scarpa have received my online order?

Once you’ve placed an order on the Carl Scarpa website, we will send you an email to confirm your order. Once the items have been shipped you will receive an email informing you that your order has left the distribution centre. If you have paid through a PayPal account, your account will be charged when the order is placed. If you have any questions, email us at online@carlscarpa.com or login to view your account.

18. What happens if an item on my order is not available or has gone out of stock while I was placing my order?

Delivery of goods is subject to availability of the goods themselves. If the item you select is unavailable, we will contact you as soon as possible to let you know about the lack of availability and you will not be charged for out-of-stock items.

19. How can I find out what Carl Scarpa sizes are?

Click here to see size guide: Size Guide.

20. Who do I contact if I am interested in working for Carl Scarpa?

Please view our Careers page here: Career at Carl Scarpa.

21. How can I collaborate with Carl Scarpa?

We welcome anyone who can help promote Carl Scarpa. If you are a blogger or online influencer interested in helping us to promote our brand in your region, visit our Partner Opportunities page in the footer of this website or email us at online@carlscarpa.com.

Frequently Asked Questions

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