Exchanges and returns

Doesn’t fit? We’ll exchange it, no hassle.

Request your exchange or return online in 2 minutes. All you need is your order number and email.

Start my exchange or return → See my orders
30
days to exchange or returnfrom when you receive your order

How it works

Go to the portalWith your order number and the email you used to buy.
Choose the itemsAnd tell us if you want to exchange them (for another size or item) or return them.
Send the parcelFollow the shipping instructions shown in the portal.
Done!We send your exchange or issue your refund within 14 days at most.
Where do I find my order number?

In your order confirmation email (it starts with #) or in “My orders”, if you have an account.

Good to know

30 daysTo request an exchange or return from when you receive your order.
Free exchangesChanging size or item is free of charge.
ReturnsThese cost the standard shipping fee. If the item is faulty or the mistake is ours, we pay.
RefundTo the same payment method, within 14 days at most.

FAQ

What condition must items be in?

Unused and in a condition that allows their nature and characteristics to be checked. You don’t have to return them in the original packaging, although we recommend it to avoid damage.

Can I return only part of my order?

Yes, you can return any items you like, as long as they meet the conditions.

I received a faulty or wrong item. What should I do?

Write to us on WhatsApp or by email as soon as possible and don’t use the item. We’ll give you a quick solution (exchange or refund) and cover all costs.

All our items have a 3-year legal guarantee from delivery.

Can I cancel my order?

Yes, as long as it hasn’t been shipped yet. Contact us as soon as possible.

I bought in another store. Can I return it here?

No. We can only handle exchanges and returns for purchases made in this online store.

Right of withdrawal

By law you have 14 days from receipt to withdraw from the purchase without giving a reason, and we extend this to 30 days. You can use the form in our Terms of purchase (Annex I) or contact us.

Need help?

We reply on WhatsApp and by email: carters@carters.support

Email