Refund & Return Policy
Important Notice
By placing an order with Carter Monroe, you acknowledge and agree to the return and refund policy outlined below. We encourage all customers to carefully review this policy before making a purchase. Our goal is to provide a fair and transparent process while ensuring the quality and integrity of the products we offer.
Returning a Product
You have 30 days from the date you receive your item to request a return. Return requests submitted after this 30-day period will not be eligible for a refund or exchange.
To qualify for a return, the item must be returned in the same condition in which it was received. We ask that customers inspect their order upon delivery and contact us promptly if they experience any issues with their purchase.
Returned items must be:
Unused and unaltered
In the original packaging, including all tags, accessories, inserts, and any accompanying materials
In the same condition as received
Items that show signs of use, alteration, damage after delivery, or missing original components may not qualify for a refund or exchange.
Please note that Carter Monroe does not cover damage resulting from misuse, negligence, improper care, improper handling, accidents, or normal wear and tear that occurs after the item has been delivered. Returns and replacements are only available for manufacturing defects or issues that were present when the item was received.
Non-Returnable Items
For hygiene and safety reasons, certain items cannot be returned once opened or once any protective hygiene seal has been removed.
The following items are considered final sale under these circumstances:
Underwear
Lingerie
Swimwear (if the hygiene seal has been removed)
Other sealed hygiene-related products
These restrictions help ensure the safety, cleanliness, and protection of all customers. If you are unsure whether your item qualifies for return, please contact our customer service team before initiating a return request.
Product Accuracy & Dispute Resolution
All products are described accurately at the time of purchase, including fabric type, composition, color, design details, and construction method. Product photographs are taken under standard studio lighting and represent the actual item.
Customers review all product information and photographs BEFORE placing their order.
Assessment of "Not as Described" Claims:
If a customer claims an item does not match the product description, we assess the claim based on:
1. Does the item match the STATED description?
(e.g., if stated "polyester imitation denim," does it contain polyester? Is it imitation denim? YES = matches)
2. Does the customer provide photographic evidence of a factual discrepancy?
(e.g., stated "blue" but received "red" = valid claim)
(e.g., stated "imitation denim" but received "imitation denim" = no discrepancy, even if quality differs)
3. Is the item unworn, unwashed, and in original condition?
(Items showing wear do not qualify)
We do NOT accept "Not as Described" claims based on:
- Personal preference or dissatisfaction
- Perceived quality differences if fabric type matches description
- Construction or seam finish if not explicitly guaranteed in description
- How color appears on customer's screen vs. in person
Decision: Merchant determines if claim is valid based on stated description. Bank will review merchant's assessment against product description at time of purchase.
How to Start a Return
If you would like to request a return, please contact our customer support team by email at:
support@carter-monroe.com
To help us process your request as quickly as possible, please include the following information:
Your order number
The reason for your return request
Photos of the item (required for damaged, defective, or incorrect items)
Your contact details
Once your request has been reviewed and approved, we will provide the return address for our return facility in China, along with detailed instructions on how to complete your return.
Please do not send any items back before receiving return authorization from our team. Items returned without prior approval may not be accepted and may experience processing delays.
Return Costs & Fees
Customers are responsible for all return shipping costs associated with approved returns.
Because shipping services vary by location and carrier, return shipping costs may differ depending on where the package is being sent from.
We strongly recommend using a trackable shipping service when returning an item. Tracking information provides proof of shipment and allows both you and our team to monitor the return while it is in transit.
Carter Monroe cannot be held responsible for return packages that are lost during transit. For this reason, customers should retain all shipping receipts and tracking information until the return process has been completed.
Wrong Product Received
If you receive an item that differs from what was ordered, please contact us within 48 hours of delivery and no later than 30 days after receiving your order.
To help us resolve the issue efficiently, please provide your order number and photographs of the item received.
Once the issue has been verified, we will send the correct item to you free of charge. In such cases, you may keep the incorrect item as our gift and no return shipment will be required.
Our goal is to correct any fulfillment errors as quickly as possible and ensure that you receive the product you originally ordered.
Damages & Issues
We kindly ask customers to inspect their order immediately upon delivery.
If your item arrives damaged, defective, or incorrect, please contact us as soon as possible so that we can review the situation and determine the most appropriate solution.
When submitting a claim, providing clear photographs of the issue will help us evaluate the matter more efficiently.
Each case is reviewed individually, and our customer support team will work with you to find the best possible resolution based on the circumstances.
Exchanges
If you would like a different size, color, or replacement item, the quickest option is to return the item you currently have and place a new order once your return has been approved.
This helps ensure that you receive the desired item without unnecessary delays and allows inventory availability to be confirmed at the time of purchase.
If you need assistance selecting the correct size or choosing an alternative product, our customer service team will be happy to help. Please contact us at:
support@carter-monroe.com
Refunds
Refunds are ONLY processed after we receive and inspect your returned item. If you do not return the item, no refund will be issued, regardless of the reason for the return request.
Once your return has been received and inspected, we will notify you by email regarding the status of your refund request.
If approved, your refund will be processed within 2–4 business days and issued to the original payment method used for the purchase.
After the refund has been processed, the time required for the funds to appear in your account may vary depending on your bank, credit card provider, or payment service provider.
In most cases, refunds appear within 3–5 business days, although processing times may vary between financial institutions.
If 15 business days have passed since your refund was approved and you have not yet received the funds, please contact our support team at support@carter-monroe.com and we will be happy to assist you.
Order Cancellations
Due to automated fulfillment processes, orders cannot be cancelled more than 24 hours after they have been placed.
Once an order enters processing, it may already be prepared, packed, or transferred to our fulfillment partners for shipment. For this reason, cancellation requests submitted after the 24-hour window cannot be guaranteed.
Customers who no longer wish to keep their order after it has shipped may follow the return process outlined in this policy, provided the item meets the applicable return requirements.
Shipping Policy
Estimated Delivery Time
We process all orders as quickly as possible to ensure a smooth shopping experience.
Once your order has been placed, please allow 1 to 3 business days for processing.
Orders placed on Fridays after 3 PM or during the weekend may take slightly longer to begin processing.
After processing, the average delivery time is 8 to 12 business days, depending on your location and local postal services.
Placing an Order
Ordering with Carter Monroe is simple, secure, and fast:
Select your preferred product, size, and color.
Click "Add to Cart" and proceed to checkout.
Fill in your shipping and contact details.
Choose your preferred payment method:
Credit Card (Visa, Mastercard, AMEX)
PayPal
Klarna
Shop Pay / Apple Pay / Google Pay (depending on your device)
Complete your order and follow the on-screen confirmation steps.
Once confirmed, your order enters our automated system for rapid processing.
Shipping Costs
We proudly offer free standard shipping on all orders — no minimum purchase required.
Shipping & Tracking
After your order is processed and shipped, you will receive a tracking link by email.
Tracking updates may take 1–3 business days to appear after dispatch.
You can follow your delivery status directly via the provided tracking link at any time.
Sustainability Commitment
At Carter Monroe, we're committed to reducing our environmental impact.
Whenever possible, we combine shipments to minimize packaging waste and carbon emissions — without compromising delivery quality or product protection.
Need Faster Shipping?
If you require express or same-day delivery, please reach out to our customer service team at support@carter-monroe.com before placing your order.
We'll do our best to accommodate your request and offer the fastest available shipping option.