Refund policy

By placing an order on our website, you agree to the terms set out below. This policy applies to orders delivered within the United Kingdom only. Nothing in this policy affects your statutory rights under UK law.

1) Return Window & Eligibility

• Return period: You have 30 days from the day you receive your order to request a return.
• Condition: Items must be unused, unworn, and returned in their original condition and packaging, with all tags, accessories and documentation included.
• Proof of purchase: An order number and matching email or phone number are required.

2) What You Can’t Return

For hygiene/safety reasons, certain items may be marked as non-returnable on the product page (e.g., underwear, pierced jewellery, items with hygiene seals once opened). Personalised or made-to-order items are also non-returnable unless faulty.

3) Who Pays Return Shipping?

• Change of mind / wrong size or colour: Customer pays the return postage. Original shipping charges (if any) are non-refundable.
• Damaged, defective or incorrect item received: We will arrange a replacement or refund at no cost to you once approved. Please contact us within 7 days of delivery with photos of the issue.

4) How to Start a Return (RMA Required)

1. Request authorisation: Email support@wearcarter.com with your order number, item(s) you wish to return, and the reason.
2. Wait for instructions: We’ll email a Return Merchandise Authorisation (RMA) with the correct return address and packing guidance. Please do not send items back without an RMA.
3. Pack securely: Use the original packaging where possible and include all tags/accessories. Remove or cover old shipping labels.
4. Send with tracking: For your protection, use a tracked and insured service and keep the receipt and tracking number until your refund is processed.

Note: Returns may be routed to our authorised fulfilment centres and logistics partners. Items in a multi-item order may be processed separately.

5) Refunds — Method & Timeline

• Inspection: After your return arrives and passes inspection, we’ll approve or reject it based on the eligibility criteria above.
• Refund method: Approved refunds are issued to the original payment method only.
• Timing: We aim to process refunds within 5 business days of approval. Your bank or payment provider may take an additional 2–5 business days to post the funds.
• Deductions: If items are returned used, missing components, or not in resalable condition, we may decline the return or apply a reasonable deduction. We do not charge restocking fees.

6) Exchanges

To ensure the fastest service, please return the item for a refund and place a new order for the replacement size/colour. Our team can help you select the right option.

7) Damages & Issues

If your order arrives damaged, defective or incorrect, contact us within 7 days of delivery at support@wearcarter.com with your order number and photos. Once approved, we will arrange a replacement or refund at no cost to you.

8) Shipping Scope (UK Only)

We currently ship only within the United Kingdom. Returns are accepted only for orders delivered within the UK.

9) Delivery Estimates (for reference)

• Order processing: typically 1–2 business days.
• Delivery after dispatch: typically 5–9 business days.

Timeframes are estimates, exclude processing time, weekends and UK public holidays, and may vary due to carrier delays.

10) Contact Information

Store Name: Carter Wear
Address: 2 Lansdowne Rd, Croydon, London, CR9 2ER, United Kingdom
Email: support@wearcarter.com
Phone: +44 204 577 2127
Customer Service Hours: Monday–Friday, 09:00–17:00 (UK time)

We aim to reply within 1–2 business days.

11) Last Updated

This policy was last updated on 23 October 2025.