Shipping 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.

Where we ship from
Your order is dispatched from our partner warehouse in Hangzhou, China and delivered by tracked courier to your UK address. That’s why we ask you to allow 10–17 days for delivery.

Where we deliver
We deliver to addresses in the United Kingdom only. We can't currently deliver to the Channel Islands, the Isle of Man, BFPO addresses or anywhere outside the UK.

Delivery cost
Standard UK delivery is free on every order. We don't add any delivery or handling charges at checkout.

Import charges
Parcels worth £135 or less have no customs duty or import VAT to pay on delivery. Most pieces we sell cost under £100, so almost every parcel falls under this. If a single parcel is worth more than £135, the carrier may charge import VAT and duty. If you’re ever asked to pay anything on delivery, email us before paying and we’ll look into it.

How long delivery takes
Please allow 10–17 days from the day you order to the day your parcel arrives:

  • Processing: 3–5 days. This is the time we need to prepare and dispatch your order.
  • Delivery: 7–12 days once your order has been dispatched.

Order cut-off time
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.

These are estimates, not guarantees. Most orders arrive within this window, but some may take longer, particularly at busy times such as Black Friday and Christmas, or because of carrier delays. Weekends and public holidays may add time.

Tracking
Every order is sent tracked. We email you a tracking link as soon as your order is dispatched. Tracking updates can take a couple of days to appear after dispatch.

Orders with more than one item
If you order more than one piece, your items may be dispatched separately and arrive in separate parcels, each with its own tracking link. You won't be charged extra delivery for this.

Stock availability
We keep stock levels up to date, but occasionally an item may become unavailable after you've placed your order. If that happens we'll email you promptly and you can choose to wait for it to come back into stock, choose a different item, or have a full refund. We will never send you a substitute without your agreement. Refunds go back to your original payment method within 5 working days.

Incorrect addresses
Please check your delivery address carefully at checkout. We can't change the address once an order has been dispatched. If a parcel is returned to us because the address was incorrect or incomplete, we'll contact you to arrange re-delivery, which may involve a delivery charge.

Late, lost or damaged orders

  • If your order hasn't arrived after 17 days, check your tracking link and then email us with your order number. We'll chase it with the carrier.
  • We aim to deliver within the times above, and under the Consumer Rights Act 2015 we must deliver within 30 days of your order unless we've agreed otherwise. If your order hasn't arrived within 30 days, contact us and we'll send a replacement or refund you.
  • If your parcel is lost in transit, we'll replace it or refund you.
  • If something arrives damaged, faulty or wrong, email us with a photo of the item and the packaging as soon as you spot it and we'll put it right.

None of this affects your statutory rights. For returns, see our Returns and refunds policy.

Contact us
Email support@carterandwells.com or call 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.