Q1. Do you ship to outside the European Union (EU)?
Yes, we do ship (for free) to countries inside and outside the EU.
- If you see prices in EUR currency, you are in our EU Store (prices include VAT).
- If you see prices in USD currency, you are in our Global Store (prices do not include VAT).
- The EU Store does not allow you to send to countries outside the EU and the Global Store does not allow you to send to countries inside the EU.
- If you use a VPN: Turn it off or select a compatible server location. For delivery address inside the EU, you must choose an EU server and for a delivery address outside the EU, you must choose a server location outside the EU. Otherwise, our Checkout System will tell you, that the product is not available in your country.
Orders in the EU Store are including all taxes and duties.
Shipping is free, but orders through the Global Store are excluding any taxes or customs duties. This means when the shipment arrives at your country's customs, you might get notified by your customs that you will have to pay some taxes and fees. You are responsible for paying any such taxes and duties.
Therefore, when ordering through the Global Store: Please check with your customs office to find out if or how many taxes/duties could become due.
Q2. 100% Satisfaction Guarantee. What’s that mean?
From the moment you receive your Carbon 1 MK II, you have 14 days to fall in love with the device. As long as you haven't damaged the device, you can return it for a full refund of the product price.
Q3. When I order, when will I receive my device?
The delivery estimate for your device is expressed above in the payment window. Due to high demand at launch, there is an initial delay in delivery. From Mid-April, delivery times are expected to be within 2-3 days for EU, 3-5 days for non-EU & GB.
Q4. Is there a warranty?
Yes, there is. Carbon Mobile provides a 2-year international warranty. Defects due to negligent handling by user excluded. More details can be found on the support pages.
Q5. What comes in the Carbon 1 Mark II box?
Your first Carbon 1 MK II is boxed with a premium USB-C cable and an adapter-dongle. And of course the quick start guide and other information booklets. Watch this space for further add-ons for purchase that are currently in development.
Q6. What is the total cost to me?
Full payment is taken for your Carbon 1 MK II when you order. When you live inside the EU then there are no additional costs, as we do not charge shipping charges.
IF YOU LIVE OUTSIDE THE EU:
When you shop at our store, you should see USD prices (instead of EUR prices). USD prices have no European VAT included and are therefore lower in value, but we add a small processing fee, as we need to prepare the export/import documentation.
Be aware that your government might ask import duties and/or taxes from you. Please check before ordering with your customs. Because the courier company will not release the parcel to you before payment of these fees.
Q7. Where can I go to get further help?
The best starting point for any questions is always our support center at support.carbonmobile.com
Q9. How is the performance of Carbon 1?
Most people will never feel a difference to other premium smartphones. Carbon 1 has a high-quality chipset, which is powerful enough, to run even the latest games and apps smoothly. And thanks to the highly sophisticated power management of the chipset, the battery will last all day long and beyond.