Carlstone

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FIND QUICK ANSWERS TO THE MOST COMMON QUESTIONS.

Explore answers to common questions about our products, orders, shipping, and more. Didn’t find what you need? Our friendly customer support team is always here to assist you.

faqs

Product information

The Cosmos Organic certification guarantees that a product meets strict international standards for organic and natural cosmetics. This includes sustainably sourced ingredients, environmentally friendly production, no GMOs, and a high percentage of organic content. It ensures transparency and trust in the quality and origin of the product.

It depends on the product, but most of our products are designed in France and manufactured in the EU in certified facilities in Europe, ensuring optimal quality and safety.

Yes, for most of the products, we prioritize sustainable materials and processes.

Shipping, Delivery, & Tracking

Yes! We offer shipping protection through Route, so your package is covered in case it is lost, stolen, or damaged during transit. You can add this protection at checkout for a very low cost.

We offer several shipping options, including standard delivery or express delivery,. Delivery times vary depending on the shipping option selected and your delivery location. For more information, please visit the “Shipping” section on our website.

Delivery times vary depending on the product and location. You will receive a tracking number after your purchase.

Once your order ships, you’ll receive a tracking link via email to monitor your product’s journey to your home.

Please contact us within 48 hours of delivery, and our team will assist you with a replacement or repair at no additional cost.

Currently, we are online-only, but we offer detailed images, videos, and virtual view options to help you make informed choices.

Care, Maintenance

Organic products are certified by regulatory bodies and must meet strict growing and manufacturing standards. A “natural” product, on the other hand, may contain ingredients of natural origin but does not require certification. Thus, all organic products are natural, but not all natural products are organic.

Store your skincare in a cool, dry place away from direct sunlight. For natural or organic products, refrigeration can help prolong shelf life. Always close the lid tightly after use.

We recommend washing inside out with similar colors on a gentle cycle at 30°C. Avoid bleach and tumble drying. Hang dry to preserve the fit, print, and fabric quality.

For printed items, we suggest hand washing with mild detergent and air drying to prevent fading or damage to the design.

Returns, Exchanges, & Additional Support

Yes, we offer a 14-day return policy. Please ensure the item is in its original condition and packaging for a full refund.

We offer several financing options with partners program to help you make large purchases more manageable.

We make every effort to show colors accurately, but slight variations may occur depending on your screen settings.

Our customer service team is happy to help. Please reach out to us directly for any questions or special requests.

Yes, we offer bulk discounts for large orders. Contact our sales team for more details on pricing and customization options.

We use cookies to personalise content and ads, to provide social media features and to analyse our traffic. View more
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Privacy & Data Protection

At Carlstone, your privacy and personal information are of the highest importance.
We collect personal data in the following situations:

At Purchase / Checkout

  • Full name
  • Email address
  • Shipping address
  • Billing address (if different)
  • Phone number
  • Order details and purchase history

Email Newsletter Signup

  • Email address
  • First name (optional)

Contact Form

  • Name
  • Email
  • Message content

Payment Processing

Payment card details are NOT collected or stored by us. All payment processing is handled by third-party payment processors. We do not have access to your full card information.

Website Analytics & Cookies

  • IP address
  • Browser and device information
  • Pages visited and time spent
  • Referral source
  • Cookies and tracking pixels
Your data is collected and used for:
  • Processing and fulfilling your orders
  • Sending order confirmations and shipping updates
  • Handling customer support requests
  • Sending marketing emails (if you’ve opted in to our newsletter)
  • Fraud prevention and payment security
  • Analyzing site traffic and improving user experience
  • Complying with legal and tax obligations
We process your data based on:
  • Contract: executing your purchase and fulfilling your order
  • Consent: for marketing emails and newsletter subscriptions
  • Legal obligation: tax and accounting requirements
  • Legitimate interest: fraud prevention, analytics, customer service
Your data may be shared with:
  • Payment processors: for secure payment processing and fraud detection
  • Email service providers: for newsletter distribution and marketing communications
  • Shipping & logistics partners: for order fulfillment and delivery tracking
  • Hosting providers: for website infrastructure and data storage
  • Analytics providers: for website performance and user behavior analysis
  • Legal authorities: only if required by law
We do not sell your data to third parties.
  • Order data: 6 years (legal/tax requirement)
  • Customer accounts: until account deletion + 12 months
  • Newsletter subscribers: until unsubscribe + 12 months
  • Contact form inquiries: 24 months
  • Analytics data: 26 months
  • After deletion: permanently removed from all systems
  • You have the following rights under GDPR:
    • Right of Access: request a copy of your personal data
    • Right to Rectification: correct inaccurate information
    • Right to Erasure (“Right to be Forgotten”): request deletion of your data
    • Right to Restrict Processing: limit how we use your data
    • Right to Data Portability: receive your data in a readable format
    • Right to Object: opt-out of marketing and certain processing
    • Right to Withdraw Consent: unsubscribe from emails at any time

    How to Exercise Your Rights

    Email: hello@carlstone.club Response time: 30 days maximum.
  • We implement the following security measures:
    • HTTPS encryption on all pages
    • Secure hosting with automated backups
    • Restricted access to sensitive customer data
    • Regular security updates and monitoring
    • PCI DSS compliance for payment processing
    Note: No online system is 100% secure. While we implement industry-standard protections, we cannot guarantee absolute security.
Your data is stored and processed within the European Union. Some service providers may process data in the EU or other locations under appropriate safeguards (Standard Contractual Clauses, Adequacy Decisions).
Our site uses:
  • Session cookies: for shopping cart and login functionality
  • Analytics cookies: to understand site usage (anonymized)
  • Marketing pixels: to measure ad performance and retargeting
You can disable cookies in your browser settings, though some site features may not work properly.
Email Marketing: We only send marketing emails to users who have explicitly opted in. You can unsubscribe at any time by clicking the “unsubscribe” link in any email. Right to Object: You can object to marketing communications at any time by contacting us at hello@carlstone.club
Our site is not intended for children under 16. We do not knowingly collect data from children. If we become aware that a child has provided data, we will delete it immediately.
If we discover a data breach that poses a risk to your rights or freedoms, we will notify you and the relevant authorities within 72 hours as required by GDPR.
If you believe our processing of your data violates your GDPR rights, you can lodge a complaint with your national data protection authority. For EU residents: France: CNIL — www.cnil.fr Address: 3 Place de Fontenoy, TSA 80715, 75334 Paris Cedex 07
We may update this policy to reflect changes in law or our practices. The “Last Updated” date at the top indicates the most recent revision. Continued use of our site constitutes acceptance of any updates.
For questions about this policy or your data: Email: hello@carlstone.club
Dmytro Sych, Sole Trader SIRET: 949 799 423 00015 Location: Clamart, France Email: hello@carlstone.club Data Protection Officer: Dmytro Sych — hello@carlstone.club
We collect personal data in the following situations:

At Purchase / Checkout

  • Full name
  • Email address
  • Shipping address
  • Billing address (if different)
  • Phone number
  • Order details and purchase history

Email Newsletter Signup

  • Email address
  • First name (optional)

Contact Form

  • Name
  • Email
  • Message content

Payment Processing

Payment card details are NOT collected or stored by us. All payment processing is handled by third-party payment processors. We do not have access to your full card information.

Website Analytics & Cookies

  • IP address
  • Browser and device information
  • Pages visited and time spent
  • Referral source
  • Cookies and tracking pixels
Your data is collected and used for:
  • Processing and fulfilling your orders
  • Sending order confirmations and shipping updates
  • Handling customer support requests
  • Sending marketing emails (if you've opted in to our newsletter)
  • Fraud prevention and payment security
  • Analyzing site traffic and improving user experience
  • Complying with legal and tax obligations
We process your data based on:
  • Contract: executing your purchase and fulfilling your order
  • Consent: for marketing emails and newsletter subscriptions
  • Legal obligation: tax and accounting requirements
  • Legitimate interest: fraud prevention, analytics, customer service
Your data may be shared with:
  • Payment processors: for secure payment processing and fraud detection
  • Email service providers: for newsletter distribution and marketing communications
  • Shipping & logistics partners: for order fulfillment and delivery tracking
  • Hosting providers: for website infrastructure and data storage
  • Analytics providers: for website performance and user behavior analysis
  • Legal authorities: only if required by law
We do not sell your data to third parties.
  • Order data: 6 years (legal/tax requirement)
  • Customer accounts: until account deletion + 12 months
  • Newsletter subscribers: until unsubscribe + 12 months
  • Contact form inquiries: 24 months
  • Analytics data: 26 months
  • After deletion: permanently removed from all systems
  • You have the following rights under GDPR:
    • Right of Access: request a copy of your personal data
    • Right to Rectification: correct inaccurate information
    • Right to Erasure ("Right to be Forgotten"): request deletion of your data
    • Right to Restrict Processing: limit how we use your data
    • Right to Data Portability: receive your data in a readable format
    • Right to Object: opt-out of marketing and certain processing
    • Right to Withdraw Consent: unsubscribe from emails at any time

    How to Exercise Your Rights

    Email: hello@carlstone.club Response time: 30 days maximum.
  • We implement the following security measures:
    • HTTPS encryption on all pages
    • Secure hosting with automated backups
    • Restricted access to sensitive customer data
    • Regular security updates and monitoring
    • PCI DSS compliance for payment processing
    Note: No online system is 100% secure. While we implement industry-standard protections, we cannot guarantee absolute security.
Your data is stored and processed within the European Union. Some service providers may process data in the EU or other locations under appropriate safeguards (Standard Contractual Clauses, Adequacy Decisions). Our site uses:
  • Session cookies: for shopping cart and login functionality
  • Analytics cookies: to understand site usage (anonymized)
  • Marketing pixels: to measure ad performance and retargeting
You can disable cookies in your browser settings, though some site features may not work properly. Email Marketing: We only send marketing emails to users who have explicitly opted in. You can unsubscribe at any time by clicking the "unsubscribe" link in any email. Right to Object: You can object to marketing communications at any time by contacting us at hello@carlstone.club Our site is not intended for children under 16. We do not knowingly collect data from children. If we become aware that a child has provided data, we will delete it immediately. If we discover a data breach that poses a risk to your rights or freedoms, we will notify you and the relevant authorities within 72 hours as required by GDPR. If you believe our processing of your data violates your GDPR rights, you can lodge a complaint with your national data protection authority. For EU residents: France: CNIL — www.cnil.fr Address: 3 Place de Fontenoy, TSA 80715, 75334 Paris Cedex 07 We may update this policy to reflect changes in law or our practices. The "Last Updated" date at the top indicates the most recent revision. Continued use of our site constitutes acceptance of any updates. For questions about this policy or your data: Email: hello@carlstone.club Dmytro Sych, Sole Trader SIRET: 949 799 423 00015 Location: Clamart, France Email: hello@carlstone.club Data Protection Officer: Dmytro Sych — hello@carlstone.club
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