Refund policy

Carter and Wells is a trading name of Swaplang Ltd, registered in England and Wales, company no. 16278721. Registered office: C/O Accounts And Legal, 81 King Street, Manchester, M2 4AH, United Kingdom. Warehouse: RM 205, Building 1, No. 200 Minzhu Village, Chunjiang Street, Fuyang District, Hangzhou, Zhejiang, China.

You have 30 days from the date of delivery to return an item for a refund, as long as it's unworn, unwashed and unused, with the original tags and packaging.

Changed your mind — Email support@carterandwells.com with your order number to start a return, and we'll reply with our UK returns address. Return postage is paid by you. Please use a tracked service: we can't refund an item lost on its way back to us without proof of postage.

Faulty, damaged or wrong items — If something arrives faulty, damaged or isn't what you ordered, email us with a photo as soon as you spot it. We'll replace it or refund you in full, and cover any return postage. This doesn't affect your rights under the Consumer Rights Act 2015.

Your right to cancel — Under the Consumer Contracts Regulations, you can cancel within 14 days of delivery without giving a reason. Tell us within that time, then send the item back within a further 14 days. For change-of-mind cancellations, return postage is paid by you.

Refunds — We'll refund you within 14 days of your return reaching us, or of you sending us proof of postage if that's sooner, to your original payment method. Delivery was free, so there's nothing to deduct.

Contact — support@carterandwells.com or 0161 383 8831 (voicemail). Monday to Friday 09:00–17:00 and Saturday and Sunday 11:00–16:00 (UK time). We aim to reply within 24 hours.