FAQ
Last updated: August 24, 2026
Everything customers ask us most often, in one place. If your question is not here, email support@carterandhayes.com and we reply within 1 business day.
Ordering
How do I place an order?
Choose your color and size on the product page, add the dress to your cart and complete checkout. You receive an order confirmation by email straight away. If it does not arrive within a few minutes, check your spam folder and then contact us.
Can I change or cancel my order?
Yes, within 24 hours of placing it, as long as it has not entered processing or shipped. Email support@carterandhayes.com with your order number as early as possible. After that window the order can no longer be changed or cancelled, and a return would be the next step.
I entered the wrong delivery address. What now?
Contact us immediately with your order number and the corrected address. We can only change it while the order has not entered processing or shipped. Once a parcel is with the carrier, we cannot redirect it.
Can I order for a wedding party or an event?
Yes, we accept bulk orders for weddings, parties and similar occasions. Email us with the styles, colors, sizes and the date you need them by, and we will confirm what is possible.
Do you have a physical store I can visit?
No. We are an online-only store, and our business address is not a shop or a pick-up point.
Sizing and Fit
How do I find my size?
Every product page has a size chart with the measurements for that specific dress. Sizing can differ between styles, so please use the chart on the page you are ordering from rather than your usual size in another brand. If you are between sizes or unsure, email us with your measurements and the style you like and we will give you our honest recommendation.
Will the color look exactly like the photos?
We photograph our dresses as faithfully as we can, but screens, brightness settings and lighting can shift how a color appears. Small differences between the photo and the dress in your hands are possible. If a dress is not what you expected, it is covered by our 30-day return policy.
How should I care for my dress?
Follow the care label sewn into the garment; it is the most reliable guidance for that specific fabric. As a rule, delicate occasion fabrics do best with gentle or professional cleaning, cool temperatures and drying away from direct sunlight.
Shipping and Delivery
How long will it take to receive my order?
Handling takes 1 to 3 business days (Monday to Friday) and transit a further 4 to 7 business days, so the estimated total is 5 to 10 business days. Orders placed before 5:00 PM ET start processing the same business day. Full details are in our Shipping Policy.
Do you offer free shipping?
Yes. Every order within the United States ships free, with no minimum order value.
Do you ship internationally?
No, we currently ship within the United States only.
How can I track my order?
You receive a tracking number by email as soon as your order ships, and you can follow it on the Track Your Order page. Tracking can take up to 48 hours to start updating.
My tracking has not moved, or my parcel has not arrived. What should I do?
Email us with your order number. We open a case with the carrier and arrange a replacement or a full refund, whichever you prefer.
Returns, Exchanges and Refunds
What is your return policy?
You have 30 days from delivery to request a return, for any reason. Items must come back new, unused, unworn, with tags attached and in the original packaging. There is no restocking fee. See our Refund Policy for the full details.
How do I start a return?
Email support@carterandhayes.com with your order number and the reason for the return. We reply with the return address and all further instructions. Please do not send anything back before contacting us.
Who pays for return shipping?
For change-of-mind returns, including fit and style, the return shipping is paid by you. If an item arrives damaged or defective, or is the wrong item, we cover the return shipping in full.
Can I try the dress on before returning it?
Yes, trying it on at home is fine. It just needs to come back unworn beyond that, with the tags still attached and free of perfume, make-up or other marks.
When will I get my refund?
Within 7 days of us receiving and inspecting your return. The refund goes back to your original payment method. Depending on your bank, it can take a few extra days to appear on your statement.
Can I exchange an item for another size or color?
Yes, exchanges are accepted, subject to availability, within the same 30-day window and under the same condition requirements. Email us and we will guide you through it.
What if I receive a defective or wrong item?
Email us within 30 days of delivery with your order number and a photo. We arrange a free replacement or a full refund, whichever you prefer, and we cover the return shipping.
Do you offer a warranty or guarantee on your products?
We do not offer a separate product warranty. Every purchase is covered by our 30-day return policy, including defective items.
Payment
Which payment methods do you accept?
Apple Pay, Google Pay, Shop Pay, Visa, Mastercard and Maestro. The options shown at checkout are the ones available for your order. See our Billing Terms and Conditions.
Is my payment secure?
Yes. Payments run through Shopify's secure, PCI DSS compliant checkout. We never see or store your full card details.
In which currency am I charged?
All orders are charged in U.S. Dollars (USD), and posted prices include applicable taxes. If your account is in another currency, your bank may apply its own conversion rate or fee.
My payment was declined. What should I do?
Nothing was charged and no order was created. Check the card details, the billing address and the available balance with your bank, then try again or use another payment method.
Contacting Us
How can I reach customer support?
By email at support@carterandhayes.com or by phone at (628) 201-0759, Monday to Friday, 9:00 AM to 5:00 PM ET. Email is the fastest way to reach us, and we reply within 1 business day. You can also use our Contact us page.
Contact
Store Name: Carter & Hayes
Business Address: 925 Leavenworth St, San Francisco, CA 94109, USA
Email: support@carterandhayes.com
Phone: (628) 201-0759
Support Hours: Monday to Friday: 9:00 AM - 5:00 PM ET (Eastern Time)
We do our best to reply to your email within 1 business day.