You can find our Frequently Asked Questions below. If you cannot find the answer you are looking for, please do not hesitiate to contact us below
Below are some of our common questions about orders
You can track your order using your tracking number and the link on your dispatch confirmation email. Alternatively, you can sign into your Carousel Shop or Shop App account to check your order status.
You can also visit the following sites to track your order. Be sure to have your order number ready
If your order has not arrived within the time-frame specified on our Delivery Information page, you can try the following:
Click the tracking link on your dispatch confirmation email to clarify your order's status. Please also sign into your account to check we have your correct delivery address and contact details
During extremely busy periods, e.g. Black Friday, Christmas, bank holidays, we may need to slightly extend our delivery window. This will be by exception only. Please contact our customer service department if you have any questions or concerns regarding your order
If you were out at the time of delivery, our delivery driver should have left a card to tell you where your parcel is, i.e. it has been signed for by a neighbour or left in a safe area such as a shed, garage or porch. If you still can't find your parcel, please contact us, quoting your order number. We'll reply within 24 hours and will do our best to locate your parcel straightaway
Please check your packing slip (the form inside your box or bag) to see a list of the exact items that should be in your parcel. If something is listed but not in your parcel, please contact us
During busy periods, such as Christmas, Black Friday and Sale, demand may outweigh the amount of stock we have available and we may not be able to fulfil your order. If this is the case, we will let you know as soon as possible.
Of course! There is (usually) always someone at the end of the phone. If not, please leave a message and we will aim to call you back within as soon as possible - 01483 413100
You will need a PayPal account for us to send the payment request to - unfortunately, we are currently unable to take card details over the phone.
CLICK AND COLLECT
The easiest way to place a click and collect order is via the website. Add your selected item / items to your shopping cart by clicking 'Add To Bag'. When you are ready to complete your order, click on the basket icon, press 'Checkout' and choose the 'Pick Up' delivery option. Once you have paid for your order, you will receive an order confirmation email with further instructions.
If you prefer, you can call us and place an order over the telephone - 01483 413100
Our Warehouse (Kallo Building - Coopers Place - GU85SZ) is conveniently located just down the road from Witley Train Station on Combe Lane.
It is easily accessible - within a 10 minute drive - from the towns of Godalming, Milford, Haslemere, Chiddingfold and Dunsfold, and the surrounding Surrey Hills villages.
Close links with the A3 and A31 mean we are less than half an hour from Guildford, Farnham, Aldershot and Petersfield and Midhurst.
The Carousel warehouse is located on Coopers Place business estate, off Combe Lane, which is accessible via the A283 Petworth Road, or the back route from Grayswood / Haslemere off Preswick Lane
Once you turn into Coopers Place, go straight ahead into the main business estate. You will see Hone Gym on your left. Go straight on and you should spot our warehouse ahead. (Also on the left)
There is a large Carousel sign up on the side of the building. You are welcome to park outside the warehouse if you can find a spot, or we have dedicated parking around the back of our building, which can be accessed by turning left, between our building and the Wessex Gin Distillery
Please ring the doorbell on the entrance door at the front of the warehouse and someone will be come out to assist you
If there is no answer or you need additional directions, please call 01483 413100
Orders placed Monday - Friday (before 4pm) are available for same day collection. (Weekdays from 9:30am to 5pm)
Between the hours of 9am and 4pm, orders are usually processed within 1 to 3 hours. (Orders placed between 3pm and 4pm will be processed within the hour, giving you time to collect your order by 5pm
Our warehouse team prioritise Click and Collect orders and will aim to ensure your order is prepared as quickly as possible.
As soon as your order is ready, you will receive an email letting you know
If it's a weekday - and not a bank holiday - then you most certainly can!
Orders placed before 4pm, will be available to collect in 1 - 3 hours that very same day
You will receive an email letting you know once your order is ready to pick up.
If you need something urgently, please call ahead to let us know and we will do what we can to pick and pack your order as quickly as possible
SHIPPING • DELIVERY
Below are some common questions about shipping and delivery
Unfortunately, we are unable to change the delivery address for parcels once the order has been placed. Please note that any changes you make to your account after placing an order will not take effect immediately and won't apply to orders already placed. If you need to change an address, please cancel your order as soon possible, and re-order using the correct address.
We aim to pack all orders placed before 3pm, the same day (Monday - Friday).
Our standard delivery method is Royal Mail's (1-2 day) Tracked 24 service.
If you would like to upgrade your order to be delivered by one of our Next Day couriers, please ensure you have placed your order before 2:30pm
We can either offer Standard delivery (which is almost always a 1-2 day service), or you can choose Express Next Day.
Express Next Day is defined as a "Next Working Day" service and deliveries are only likely to take place on weekdays (excluding bank holidays).
Depending on your choice of service, and factors including the size and value of your order, shipments are sent using either Royal Mail's Tracked 24 service, or ParcelForce or DPD's next day courier services.
Delivery is completely FREE on orders over £40. For orders under £40, delivery is £3.99.
If you need your order sooner, we do offer a next (working) day service which costs £9.99
Once your parcel has left our warehouse, it is entrusted to the hands of our carriers to ensure it is delivered within the suggested time frame.
Almost all standard delivery orders are sent out using Royal Mail’s Tracked 24 service. This is a typically a 1-day service, but we state 1-2 days to allow for unexpected delays. It is worth noting that Royal Mail are now delivering 7 days a week so it's possible that parcels despatched on a Friday will be delivered on a Saturday or Sunday.
Next (working) Day orders are sent using DPD or ParcelForce (Royal Mail's courier subsidiary).
Parcels dispatched Monday-Thursday should arrive the next day. (However this is not absolutely guaranteed) Orders dispatched on Friday will be scheduled for delivery on Monday. Orders placed over the weekend will be dispatched on Monday for delivery on Tuesday.
We will provide details of which courier we have used, along with a tracking number for your consignment in the dispatch notification email.
We periodically review our carriers to check they are meeting targets and delivering a good service (as well as your parcels!)
If you're have a UK address, then we deliver to you!
For certain off mainland addresses, very large sized items may incur a delivery supplement; should this be the case, we will contact you to confirm exact costs.
Sadly, Brexit made exporting parcels somewhat tricker and we do not currently offer delivery outside of the UK but, as ever, we welcome our European neighbours and International friends with open arms and we're working on reviving delivery opitions for all, so please keep checking back
RETURNS • EXCHANGES • REFUNDS
We want you to be entirely satisfied with your Carousel Shop purchase. If, for any reason you are not, we will happily assist you in arranging a return, refund or exchange
We try, as far as possible, whilst maintaining the integrity of an item's packaging, to carefully inspect all goods before they are packed and shipped. Should you receive goods which are faulty, damaged, not as described, or not what was ordered, we request that you notify us within 48 hours of delivery. We will require a full explanation and, where appropriate, photographic evidence.
Please contact us before you open any damaged outer boxes as we may require these to be returned 'unopened' for inspection.
Items which are faulty, damaged, not as described, or not what was ordered will be eligible for free returns (if deemed necessary). Please do not return such items without authorisation as we are unable to refund postage costs unless it has been previously agreed.
Faulty / damaged items will either have the faulty component replaced, or the item will be replaced in its entirety (at our discretion).
Incorrectly sent items will be replaced with the correct item.
If necessary, a refund can be arranged instead.
Items not returned within 30 days cannot be replaced or refunded except in exceptional circumstances.
If you change your mind about something you have ordered, or you don't like it as much as you hoped you would, we can help you arrange a return.
The item must be returned in its original packaging and condition and be fit for re-sale. All postage costs are the responsibility of the customer.
Please include a copy of the packing slip (or a piece of paper with your order number, name and contact details) and state the reason for returning the item and whether you would prefer an exchange or a refund.
We recommend that you return items using Recorded Delivery with a proof of posting, as we cannot accept responsibility for items lost or damaged in transit.
We will ONLY refund via Paypal or to the credit/debit card used. Please note. The outbound shipping costs and the return postage and packing cannot be refunded unless the item is faulty or an error has been made on our part. When returning goods which you bought using a discount, offer or free delivery, we will adjust the refund accordingly if you fall below the discount/offer/free delivery threshold, as that discount or offer will no longer apply.
Items returned after 30 days will not be refunded except in exceptional circumstances.
Please notify us as soon as possible if you have ordered something in error or if you wish to cancel your order. We check for cancellation requests first thing in the morning and again around lunchtime.
If a customer requests to cancel an order and it has already been shipped, then they will fall liable for the cost of the delivery to them and also for the return.
We suggest you obtain proof of posting when returning items to us and use a signed for method, as we cannot accept responsibility for items not received.
Our returns address is:
Carousel Kallo Building - Coopers Place Combe Lane, Wormley Surrey GU8 5SZ
Please mark it for the attention of 'Carousel Returns Department' and remember to include your packing slip, or a note with details of your order number, name, telephone number and reason for return.
Please note: We do not reimburse for the cost of return shipping. If we have done something in error, or an item you have received is damaged / faulty, then, if required we will provide you with a prepaid returns label. You can print your label at home and arrange to have your item collected free of charge, or you can take your item to a post office and they will print the label on your behalf