Refund policy

Last updated: August 24, 2026

Key Information

  • Return window: 30 days from the date you receive your order
  • Accepted returns: both defective and non-defective items
  • Item condition: new, unused, unworn, with all tags attached and in the original packaging
  • Return method: by mail
  • Return shipping costs: paid by the customer for change-of-mind returns; paid by us if the item is damaged, defective or the wrong item
  • Restocking fee: none
  • Refund processing time: up to 7 days after we receive and inspect the return
  • Exchanges: accepted
  • Order cancellation: within 24 hours of ordering, if the order has not entered processing or shipped

This policy is subject to our Terms of Service.

Return Window

You have 30 days from the date you received your order to request a return, for any reason. Requests made after 30 days can no longer be accepted.

Condition of Returned Items

To be accepted, an item must come back:

  • new, unused and unworn,
  • with all original tags still attached,
  • in its original packaging,
  • free of perfume, deodorant, make-up, smoke or pet hair.

Trying a dress on is of course fine. Wearing it to an event is not. Items that come back worn, washed, altered or damaged cannot be refunded, and we will contact you before sending them back to you.

How to Start a Return

  1. Email support@carterandhayes.com with your order number and the reason for the return.
  2. We reply with the return address and all further instructions.
  3. Send the item back by mail with a reliable, trackable service, so that it does not get lost or damaged on the way.
  4. Keep your proof of postage until your refund has been confirmed.

Please do not send anything back before you have contacted us. Returns sent without a prior request cannot be processed reliably.

Return Shipping Costs

  • Change of mind, fit or style: the return label is your responsibility and the return shipping cost is paid by you.
  • Damaged, defective or wrong item: we cover the return shipping cost in full.

Refunds

Once your return arrives, we inspect it and let you know the result by email. Approved refunds go back to the original payment method for the amount you paid for the returned item.

Refunds are processed within 7 days of us receiving and inspecting the return. Depending on your bank or payment provider, it can take a few additional days for the amount to appear on your statement. We do not charge any restocking fee.

If more than 7 days have passed since we confirmed your refund and you still cannot see it, check with your bank or card issuer first, then contact us and we will follow up.

Exchanges

We are happy to arrange exchanges, for example for a different size or color of the same style, subject to availability. Email support@carterandhayes.com and we guide you through it. The same 30-day window and the same condition requirements apply as for returns.

Damaged, Defective or Wrong Items

If an item arrives damaged or defective, or you received an item you did not order, email us at support@carterandhayes.com within 30 days of delivery with your order number and a photo of the item.

We arrange a free replacement or a full refund, whichever you prefer, and we cover the return shipping costs in these cases. We do not offer a separate product warranty; these cases are handled under this policy.

Order Cancellation

You can cancel within 24 hours of placing your order, provided it has not entered processing or shipped. To cancel, contact us as soon as possible at support@carterandhayes.com.

After this 24-hour window, orders can no longer be cancelled. In that case, please wait for the order to arrive and then start a return as described above.

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.