Refund
Policy.
A clear and practical guide to returns, exchanges and refunds for Carter & Row orders.
Made to be
straightforward.
We understand that sometimes an item may not be quite right. Our returns process is designed to keep things simple, with clear information about eligibility, return arrangements and refunds.
Please read the information below before sending an item back so that your return can be processed as smoothly as possible.
Return period
You may request a return within 30 days of receiving your order.
Items should be returned within this period and should remain in their original condition, with any original packaging, labels or presentation materials where applicable.
The return period begins from the date your order is delivered.
Return condition
To help us process your return, items should be unused and in a condition suitable for resale.
Where an item was supplied with packaging, labels, protective materials or other presentation components, please include them with the return where reasonably possible.
Unused
Items should not show signs of wear or use.
Original condition
Please keep the item in a condition suitable for resale.
Packaging
Include original packaging where reasonably possible.
How to request a return
Please contact us through our Contact Us page before sending an item back.
Please include your order number and a brief description of the item you would like to return. We will provide the appropriate return instructions.
Let us know that you would like to return your order.
Pack the item carefully so that it remains protected during return delivery.
Follow the return instructions provided for your order.
Once the returned item has been received and checked, we will process the applicable refund.
Refunds
Once your returned item has been received and checked, we will confirm whether the return meets the applicable return conditions.
Approved refunds are normally issued to the original payment method used for the order.
When will the money arrive?
After a refund has been approved and processed, it will normally appear on the original payment method within 3–7 working days.
The exact timing can vary depending on the payment provider or financial institution used for the original payment.
Return delivery
Unless an item is incorrect, damaged or has another issue attributable to the order, return delivery costs are normally the customer’s responsibility.
We recommend using a suitable tracked delivery service when returning an item, particularly for higher-value accessories.
Please keep your return delivery receipt or tracking information until your return has been completed.
Incorrect or damaged items
If you receive an item that is different from the one ordered, or an item arrives damaged, please contact us as soon as reasonably possible.
To help us resolve the matter quickly, please provide your order number and, where useful, a clear photograph of the item and packaging.
Incorrect item
We will review the order and arrange the appropriate next step.
Damaged on arrival
Please let us know promptly so the issue can be reviewed.
Items that may not be suitable for return
Certain items may not be suitable for return where their condition has changed after delivery or where returning the item is not reasonably possible.
This can include items that have been worn, used, damaged after delivery, altered, or returned without components that were supplied as part of the product.
If you are unsure whether an item can be returned, please contact us before sending it back.
Exchanges
If you would prefer a different item, colour or style, please contact us before returning your order.
Exchange availability depends on stock at the time the request is received. Where a direct exchange is not available, we may arrange a refund so that a new order can be placed.
Partial refunds
Where only part of an order is returned and approved, the refund will relate to the eligible returned item or items.
Any applicable delivery or other charges will be considered in accordance with the nature of the return and the circumstances of the order.
If your refund has not arrived
If the expected 3–7 working day period has passed since we confirmed your refund, please check the original payment method or account first.
If the refund is still not showing, please contact us with your order details so that we can check the refund status.
Contact us with your order number and we will review the relevant details for you.
Questions about a return?
If you have any questions about returning an item or the progress of a refund, please use the Contact Us page and include your order number where available.
We will be happy to review the details and explain the next step.
Carter & Row · Returns & Refunds