Shipping policy

Last updated: August 29, 2026

Carna Online Store is operated by Carna Medical B.V., Netherlands.

Order Processing

Products available in stock are normally dispatched within 7 business days after the order has been confirmed and payment has been successfully processed.

Products that are temporarily out of stock are normally dispatched within up to 3 weeks, depending on product availability and supplier stock.

Processing times refer to the time required to prepare an order for shipment and do not include the carrier's transit time.

Shipping Costs

Shipping costs are calculated automatically at checkout based on the delivery destination, order details, parcel characteristics and available shipping method.

Carna Online Store works with established logistics providers, including DHL, for domestic and international shipments.

Free EU Shipping

We offer free shipping within eligible European Union destinations on cosmetic orders of €250 or more.

This offer applies to qualifying cosmetic and skincare products. Professional beauty devices, PMU machines, oversized products, heavy shipments or other special shipments may be excluded from the free-shipping offer.

Any applicable eligibility or shipping charge will be shown during checkout.

Delivery Times

Delivery times after dispatch depend on the destination and carrier service selected.

Estimated delivery dates or transit times are provided for guidance and are not guaranteed unless Carna expressly confirms a guaranteed delivery service.

Where mandatory consumer law provides specific delivery rights, those rights remain unaffected.

Tracking

Where tracking is available, customers will receive shipment or tracking information after the order has been dispatched.

International Orders

Carna Online Store may ship to destinations outside the Netherlands and outside the European Union.

For shipments outside the European Union, customs duties, import taxes, clearance charges or other local fees may apply.

Unless these costs are expressly collected by Carna during checkout, they are normally the responsibility of the recipient.

Customers are responsible for checking any local import or professional-use restrictions applicable to products ordered for their destination, except where applicable law places responsibility directly on Carna.

Customs & External Delays

International shipments may occasionally be delayed due to customs inspections, local authorities, carrier disruptions or other circumstances outside Carna's reasonable control.

Carna will provide reasonable assistance where possible but cannot guarantee customs-clearance times.

Delivery Address

Customers are responsible for providing a complete and accurate shipping address, email address and telephone number.

Where permitted by applicable law, additional shipping or handling costs caused by an incorrect or incomplete address provided by the customer may be charged to the customer.

Risk During Delivery

For Consumer orders where Carna arranges the carrier, the risk of accidental loss or damage remains with Carna until the goods are physically received by the Consumer or a third party designated by the Consumer, other than the carrier, in accordance with applicable law.

Different rules may apply to Business Customers where permitted by law and as described in our Terms of Service.

Damaged Shipments

If a shipment arrives visibly damaged, please photograph the external packaging and the affected products and contact us as soon as reasonably possible.

Please retain the packaging while the matter is being investigated.

Your statutory rights concerning damaged or non-conforming products remain unaffected.

Contact

For shipping questions, please contact us through our Contact Us page or:

Carna Online Store
Operated by Carna Medical B.V.

Email: info@carnamed.com