Return policy

Carter & Lane – Return & Refund Policy

This Return & Refund Policy applies to all purchases made at Carter & Lane. By placing an order, the customer agrees to the conditions below.

1. General Return Conditions

You may request a return within 30 days of receiving your order.
To qualify for a return, all of the following requirements must be met:

  1. The item is unused, unworn, unwashed, and in original condition.
  2. The item includes all original parts, accessories, and packaging.
  3. The item shows no signs of damage, stains, odors, or wear.
  4. Hygiene-sensitive items must be completely clean before return.
  5. The product must not be damaged due to improper or careless handling.
  6. Clear photos of the product must be submitted before approval.
  7. The item must be shipped to the designated international return address provided by our support team.

Returns that do not meet the conditions above may be rejected or returned to the customer at their expense.

2. Return Shipping Costs

  1. Carter & Lane does not offer free returns.
  2. All return shipping costs are the responsibility of the customer.
  3. Return shipping fees, customs duties, and import charges are non-refundable.

3. How to Request a Return

To initiate a return, you must first request authorization.

Send an email to: info@carter-lane.com

Your email must include:

  1. Full name
  2. Order number
  3. Reason for the return request
  4. Photos clearly showing the condition of the item
  5. Customer address

Important:
Do not return the product to the sender’s address. This is not our return facility.
You will receive the official return instructions and return address after your request has been reviewed.

Unauthorized returns will be refused.

4. Return Shipping Requirements

  1. The customer is responsible for packaging the product securely.
  2. The customer must choose a reliable shipping carrier.
  3. The customer must pay all shipping and customs-related costs.
  4. A tracked shipping method is strongly recommended.
  5. Carter & Lane is not responsible for lost or misdirected return shipments.
  6. Returns sent to the wrong address cannot be processed or refunded.

5. Refund Processing

Refunds are only issued after the returned item has been:

  1. Received at our international warehouse.
  2. Inspected.
  3. Approved as eligible.

Once approved, refunds are processed within 7 business days.
Refunds are issued to the original payment method.

Carter & Lane cannot issue any refund before the returned goods have been received and reviewed.

6. Damaged or Defective Items

If your item arrives damaged or defective, you must notify us within 48 hours of delivery.

Provide the following:

  1. Photos of the damaged item
  2. Photos of the packaging
  3. Order number
  4. Description of the issue

After review, we may offer:

  • a replacement product, or
  • a partial refund

Damage occurring after delivery is not eligible for compensation.

7. Non-Returnable Items

For hygiene and safety reasons, the following items cannot be returned:

  1. Worn or used clothing
  2. Items with any odor (including perfume, deodorant, smoke, pets)
  3. Items without original packaging
  4. Items damaged by the customer
  5. Clearance, last-chance, or final-sale items

If such items are returned, they will be rejected or returned to the customer at their expense.

8. Order Cancellation Policy

  1. Due to automated fulfillment, orders cannot be cancelled once they have been processed or shipped.
  2. If the order is already in transit, cancellation is not possible.
  3. You may return the item after receiving it, provided all return conditions are met.
  4. Transit times may vary due to international shipping.

9. Refund Exclusions

Carter & Lane does not refund:

  1. Original shipping fees
  2. Return shipping fees
  3. Customs/import duties
  4. Costs resulting from incorrect delivery information provided by the customer
  5. Orders refused upon delivery
  6. Packages returned due to non-collection by the customer

10. Chargeback Policy

  1. Filing an invalid chargeback is considered misuse of payment systems.
  2. Carter & Lane will provide full evidence (tracking information, delivery confirmation, communication logs, photos) to contest fraudulent chargebacks.
  3. Chargeback fees imposed on Carter & Lane may be passed on to the customer.
  4. Customers filing fraudulent disputes may be banned from future purchases.

11. Contact

For questions regarding returns or refunds, contact:

info@carter-lane.com

Our support team will assist you as soon as possible.