FAQ

Carter & Lane – Frequently Asked Questions (FAQ)

1. What is the delivery time for my order?

At Carter & Lane, our products are shipped directly from our international logistics partners. This allows us to keep prices affordable and shipping efficient.

The average delivery time is:

7 to 15 business days
(Monday–Friday, excluding holidays)

In some cases, delivery may take slightly longer due to international processing or high carrier volume.

2. What should I do if I have not received my order yet?

If your order has not arrived within the maximum delivery time of 14 business days, please contact our customer support at:

info@carter-lane.com

Include:

  • your full name
  • your order number
  • any tracking information you have

We will investigate the status of your shipment immediately.

3. How can I return or exchange my order?

To request a return, you must first contact our customer support:

info@carter-lane.com

Please include:

  1. Full name
  2. Order number
  3. Reason for the return
  4. Clear photos of the item (required)
  5. Customer address

We will then send you:

  • the official return instructions
  • the international return address
  • your return authorization code

Unauthorized returns will not be accepted.

4. How much does a return cost?

Carter & Lane does not offer free returns.

All costs associated with returning a product are the responsibility of the customer, including:

  1. return shipping costs
  2. customs or import fees
  3. handling or processing fees charged by the carrier

The cost depends on the shipping carrier you choose.

5. What are the conditions for returning my product(s)?

You may request a return within 30 days of receiving your order.

A product can only be returned if:

  1. The return period has not expired.
  2. The item is unused, unworn, unwashed, and undamaged.
  3. All original tags, components, and packaging are intact.
  4. The item is free from odors, stains, or signs of use.
  5. You have submitted photos of the item before approval.
  6. The return is sent to our designated international return address (not the sender’s address).

Items that do not meet these conditions may be refused or returned at the customer’s expense.

6. Which payment methods can I use?

We accept the following secure payment methods:

  • Credit Card (Visa, Mastercard, American Express)
  • Klarna (where available)

All transactions are processed through certified and secure payment systems.

7. I did not receive an order confirmation — what should I do?

Your confirmation email may have ended up in your spam folder.

If you still cannot find it, email:

info@carter-lane.com

Include:

  • your full name
  • the email address used during checkout

We will resend your confirmation immediately.

8. Can I cancel my order?

Due to our automated fulfillment system, orders begin processing shortly after being placed.

Therefore:

  1. Orders cannot be canceled once processing or shipping has started.
  2. If your order is already in transit, cancellation is not possible.
  3. You may request a return after receiving the item, provided it meets our return conditions.

For any cancellation request, contact:

info@carter-lane.com

Include your full name and order number.