We’re here to help!
For any specific question please contact us at store@carlapontes.com or +351 253 844 233.

How do I know what’s the best size for me?
Just follow our Size chart!

What forms of payment do you accept?
To ensure a secure payment system, your payments are handled by PayPal.

You can pay with:

  • Visa / Delta / Electron
  • MasterCard / Eurocard
  • Maestro
  • American Express
  • Debit Cards are accepted if they have a Visa or MasterCard logo
  • PayPal
  • Direct Bank Transfer (with this option your order will be shipped when we receive the payment in our account)

What are your shipping rates?
Free for purchases above:

  • 100€ – Portugal and Spain
  • 150€ – Rest of Europe
  • 200€ – Rest of the World

Under this value some costs will apply, but we try to keep it fair and accessible.

Do you send a shipment confirmation?
Yes, we do!

What’s your return policy?
We put great care on our models, and we want you to be totally satisfied with them. If for some reason you want to exchange or return your purchase contact us, and we’ll provide you a return slip. The item must be unused, unworn, and unwashed. Postage for items sent back is paid by you, unless the return is due to a defective item by Carla Pontes. If you want an exchange, we’ll support the postage for sending out the replacement item.

What about tax and import duties?
If you are ordering outside European Union, packages may be subjected to duties and taxes by local custom authorities. Additional charges in relation to custom clearance are not included and can not be controlled by CARLA PONTES. Please check your local customs website for more information.

What shipping method do you use?
We usually ship with TNT and your purchase should arrive within 3–6 business days for European destinations, a bit more if you’re further. If you really want a super fast delivery, we can try to work it out, but special shipping costs may apply – please contact us (before or just after you’ve made your purchase).

Can I track my package?
We don’t currently offer tracking or shipping notification, but if you just can’t wait for it contact us, and we’ll see what we can do about it.