Frequently Asked Questions (FAQ)

How long will my order take to arrive?

All our products are personalized and handmade to order, so please allow 5–9 business days for production before shipping.

Once shipped, delivery typically takes:


  • UK & Europe: 5–9 business days

  • USA & Canada: 7–14 business days

  • Australia & New Zealand: 7–14 business days

You’ll receive a tracking link via email once your order has been dispatched.

How can I track my order?

Once your order is shipped, you’ll receive a tracking number by email.

You can track your parcel directly via the courier’s website (for example, USPS, Royal Mail, or your local postal service).

If your tracking hasn’t updated for a few days, don’t worry — it often takes time for customs or local couriers to scan the next step.

My order is delayed — what should I do?


We’re truly sorry for any delay. Please note that customs clearance or seasonal demand can occasionally cause longer delivery times.

If your parcel hasn’t arrived after the estimated timeframe, please email support@cartamora.com with your order number, and we’ll check it for you.

Can I make changes to my order after placing it?


Since each item is personalized, we can only make changes within 24 hours of placing your order.

After that, the production process begins and we’re unable to modify names, colors, or sizes.

What if there’s a mistake on my order?


We sincerely apologize if there’s an error in your order.

Please contact us at support@cartamora.com with photos of the item, and we’ll arrange a replacement or refund as quickly as possible.

Do you accept returns or refunds?

Because our products are personalized, we can only accept returns if the item arrives damaged, defective, or with an error on our part.

However, if there’s any issue at all, please reach out — we’ll always do our best to make things right.

Can I cancel my order?


You may cancel your order within 24 hours of placing it. After that, production begins and cancellations are no longer possible.

Do you offer gift wrapping or messages?

Yes! You can include a gift note at checkout. Some of our items also include gift wrapping options — just look for the “Add Gift Wrap” checkbox on the product page.

How do I contact you?


You can reach us anytime at support@cartamora.com or reply directly to your order confirmation email.

We do our best to respond within 24–48 hours, Monday to Friday.