Frequently Asked Questions

General Questions

As an Official Online Boutique, we guarantee the authenticity of all products. Furthermore, for every order placed on you will receive free samples.

Creating an account provides many advantages, for example it allows you to:

  • Save shipping addresses and payment methods
  • Track the status of your order and view old orders
  • Repurchase a product in just one click
  • Subscribe to the newsletter

To receive updates, follow Carthusia on Instagram and Facebook and subscribe to our newsletter.

You will receive our newsletter with updates on our new products and exclusive previews.

If you no longer want to receive our updates, click on the “Unsubscribe from the newsletter” link in the newsletter.

To change your password, access “Account” > Contact information > Change password, or click on “Forgot your password?” during login.

The credit card number that you enter during the purchase process is protected and is sent directly to the bank that handles the payment. Payment is processed on a secure server (SSL) with 128-bit encryption key. Within this secure system, your credit card details are sent directly to the relevant banking authority via a secure encrypted connection. No one inside the Carthusia online boutique or on the Internet will have access to your credit card details, either during or after the purchase. Carthusia ( is committed to providing secure online payment methods. For this reason, for payments with Visa, MasterCard and American Express we have added an extra layer of security that prevents unauthorized use of your card. 3-D Secure technology includes Verified by Visa, MasterCard SecureCode and American Express SafeKey programs.

Carthusia cares about the security of your personal data. For more details, see our Privacy Policy.


No, you can also shop as a guest without creating an account.

You can call our Customer Service using the form on the Contacts page or by sending us an e-mail to, our operators will be happy to assist you. We answer your questions from Monday to Friday, from 9 to 13 and from 14 to 18.

Complementary Gift Wrap

Gift wrapped orders are packaged in our iconic Carthusia paper, prepared by our shop assistants on the Capri Island.

Returns and Refunds

Please see the Returns Policy section

We will refund all payments received, with the exception of shipping methods other than the standard ones. Instead, the cost of returning to the warehouse, by courier or by post, is entirely your responsibility.

The refund will be credited to the original payment method unless you have specifically requested a different method; in any case you will not be charged any cost for the refund.

We will proceed with the refund without unjustified delay and no later than: 14 days from the date on which we receive the Items of your return; or 14 days from the date we receive proof that you have returned the Items; or If you have not yet received any Items, 14 days from the date we are informed of your decision to cancel your order. You will receive a confirmation email as soon as we have refunded the entire amount due. If you have any questions or would like assistance with your return, please contact our Customer Service.

No, the products can only be returned if they are in their original condition, without signs of use, and intact in all their parts, including labels, warranty seal, special packaging and accessories. Incomplete, damaged, opened, worn or modified items will not be accepted. Please see the section What is your return policy?

Please consult the Returns procedure section


The Carthusia Online Boutique delivers worldwide. All countries subject to customs duties are excluded. If you cannot find your country on our site, please contact Customer Service by writing to

Our courier will leave you a notification and will make a second attempt the following day.

Delivery times are approximately 3 working days in Italy except for islands and places that are difficult to reach, for orders placed before 12:00 on working days.