Returns & Refunds
At Carter & Jones, we strive to provide you with the best possible shopping experience. However, we understand that there may be occasions when a product does not meet your expectations and you wish to return or exchange it.
You may request a return or exchange within 30 days of receiving your order. This means you have 30 days from the date of delivery to contact us regarding a return. Unfortunately, requests made after this period cannot be accepted.
How to Request a Return
To initiate a return, please contact us at support@carterandjones.co.uk and include the following information:
- Order number
- Full name and email address or phone number
- Whether you are requesting a refund or an exchange
- Reason for the return (and photos in case of defects or damage)
Once we receive your request, our customer service team will review it and provide further instructions via email.
Eligibility Requirements
- The item must be in the same condition as when received.
- The item must be unused, unwashed, and returned in its original packaging with all tags attached.
If an item is returned in a condition that differs from its original state, Carter & Jones reserves the right to refuse the return or refund.
Returns or Exchanges Will Not Be Accepted In the Following Cases:
- Incorrect size selected by the customer despite a size guide (with measurements in cm/inches) being available on the product page.
- Damage caused after delivery.
- Failed delivery attempts where the recipient was unavailable.
- Orders marked as successfully delivered by the courier.
- Defects or issues not reported with photos within 24 hours of delivery.
- No response from the customer within 72 hours after customer service has replied to the return request.
We may request photos of the product showing the issue before approving a return.
Important Information
We make every effort to provide accurate and detailed product descriptions, including technical specifications and images. However, individual perceptions may vary, and subjective expectations do not qualify as valid grounds for return.
a) Colour Variations: Colours displayed on our website may vary slightly due to screen settings or lighting conditions. This is not considered a defect and does not qualify for a return.
b) Subjective Expectations: Personal expectations regarding fit, material, or appearance are not covered by the return policy when clear descriptions and size guides are provided.
We always recommend contacting us prior to purchase if you are unsure about a product.
1. EXCHANGES
If the size does not fit, you may request an exchange for a different size or another product available on our website. Exchange requests must be submitted within 14 days of delivery. Once approved, you will receive return instructions and the return address via email.
The replacement item will be dispatched only after the original item has been received and inspected at our main warehouse.
Exchanges are not accepted if the customer selected the wrong size despite an available size guide. We also do not accept returns or exchanges due to delivery delays outside of our control.
By placing an order, the customer acknowledges and accepts that minor size variations (1–3 cm) may occur.
2. REFUNDS
To receive a full refund, the item must be returned to our international warehouse. The following conditions apply:
a) Tracking Number: Customers must provide a valid tracking number for the return shipment. Without tracking, we cannot confirm receipt, and the refund cannot be processed.
b) Processing Time: The return process may take up to 6 weeks:
- 3–4 weeks for return shipping to our warehouse (depending on the chosen carrier)
- Up to 2 weeks for inspection and confirmation
c) Return Shipping Costs: Return shipping is the responsibility of the customer and typically starts from approximately £25 or more, depending on the carrier and location. We recommend choosing the most economical tracked shipping option.
Please Note
- Items must be returned in original condition (unused, unwashed, with tags and packaging intact).
- Original shipping fees are non-refundable and are the responsibility of the customer.
By completing a purchase with Carter & Jones, you confirm that you have read, understood, and agreed to our Returns & Refunds Policy.
If you have any questions, please contact us at: support@carterandjones.co.uk