Delivery
Where do you deliver?
We deliver to UK addresses. Delivery is free and tracked.
Where do orders ship from?
From our partner warehouse in Hangzhou, China, by tracked courier to your door. Parcels worth £135 or less have no customs duty or import VAT to pay on delivery.
How long will it take?
We prepare and dispatch orders within 3–5 days, then delivery takes 7–12 days, so allow 10–17 days in total from ordering. Delivery is free and tracked.
Is there an order cut-off time?
Yes. Orders placed by 17:00 UK time, Monday to Friday, start processing the same day. Orders placed after 17:00, at the weekend or on a UK bank holiday start processing the next working day.
Will everything arrive together?
Not always. If you order more than one piece, they may come in separate parcels, each with its own tracking.
How do I track it?
We email you a tracking number the moment it's dispatched, and you can track your order here at any time.
Sizing
How do I find my size?
Start with the measurements and fit notes on the product page. They're specific to that piece and they're the most reliable guide. Then check our size guide.
What if it doesn't fit?
Send it back within 30 days of delivery for a refund. Return postage is yours to cover, unless the item is faulty or wrong.
Product photos
How are your product images created?
Some product images use digitally created models to show the garment. Supplier photographs provide the reference for its colour, pattern and construction. Colours may vary between screens. See the measurements and fit notes on each product page.
Returns and refunds
What's the returns policy?
You can return anything unworn and unwashed, with the tags still on, within 30 days of delivery. If you've changed your mind, you cover the return postage. If it's faulty or wrong, we do. Full return and refund policy.
How do I start a return?
Email support@carterandwells.com with your order number. We'll send you our returns address and everything else you need.
When do I get my money back?
Within 14 days of your return reaching us, to the card you paid with.
Something arrived faulty or wrong.
Sorry about that. Email us with a photo as soon as you spot it and we'll replace or refund it at no cost to you. Your rights under the Consumer Rights Act 2015 still apply.
Orders and payment
Can I change or cancel my order?
Email us as soon as you can. If it hasn't been dispatched, we can usually sort it. You also have the legal right to cancel within 14 days of delivery.
How can I pay?
Visa, Mastercard, American Express, Apple Pay, Google Pay and Shop Pay. Prices are in pounds and include VAT where applicable. See our payment policy.
Something else?
Get in touch. We're here Monday to Friday 09:00–17:00 and Saturday and Sunday 11:00–16:00 (UK time). We aim to reply within 24 hours.