Refund policy
Returning Merchandise-If not completely satisfied, you may return any items for a refund or a store credit. Returns are accepted with our authorization only. To receive an authorization number, please email us within 7 days of receipt of goods.
CARTERLY.com accept returns ONLY of unworn clothing, items with original tags, SKU stickers, manuals, accesories and clear garment packaging with its original labels.
If you are returning an Item, please email us first and give us more details of why you are returning that item.
Please Do not use the Item, if you plan to return it as it may be rejected and please note that we always charge a 10% restocking fee for each item returned back to us. Once the return is approved, you have an extra 14 days to return it back to us, and we will let you know where to send the package.
Return reasons will require photos submission, please send us clear photos showing the issue. Once submitted, you will receive an email with a Return Authorization (RA) number and return instructions. All return orders must include RA number for processing & inventory purposes.
*Any issues concerning a not delivered package we have to be notified within 14 days of order date."SALE" CATEGORY" All items from the sale category or Labeled with a "SALE" tag are final sales. These items cannot be returned for refund or exchanged for any reason.
FRAGRANCES: All perfumes & colognes are 100% authentic, when returning fragrances including lotions, after shave, deodorants etc.. please return them in their original box, packaging, with its own labels & stickers. Do not use fragrances if you plan the return it back. We need all fragrances back in their original box/packaging.
All fragrances are subject to a 10% re-stocking fee. We do not provide free shipping labels to return fragrances. You, the client is responsible to purchase your own return labels and send the package back to us. we accept Fragrances returns,. but we do not provide free return labels. if the fragrances are missing its original packaging and labels/stickers, it will be charged an additional 10% fee for repackaging. Any fragrances that is used for more than 2% of its components(liquid) will be charged an additional 15% as a disposal Fee.
Furniture & Deco: Our products on the "Furniture & Deco "category are TOP-HIGH Quality products. 99.99% of our furniture is shipped for Free and it can arrive anywhere from 4 to 8 days to your provided delivery address. If you plan to buy furniture in bulk/wholesale, please email us to get an additional discount. We have great affordable prices on all our fine furniture's., If you encounter any problems or have questions about any of our furniture's before placing the order or after you receive it.,
If you need to return any furniture or Deco products please contact us. We charge a 20% restacking fee on ALL furniture and deco products unless the package was damaged by the delivery company or factory defective. Videos and photos will be required with your claim. Disputes from this category can take up to 30 days for a resolution as we have to contact delivery/shipping company to investigate.
CREDIT/Gift certificate:
Your credit refund is going to be in form of gift certificate or to the same payment method; a special code will be emailed to you which you can use for future purchases from CARTERLY.com
Credit/Gift Certificate or card refunds will be issued within 1 to 2 business days after we receive and process your returns. Depending on your Bank, refunds can take up to 10 days to reflect on your account.
Nonrefundable items: You will be given credit for the items you return only; minus shipping fee (if any) and minus the 10% re-stocking fee.
Returned items from the following categories are not accepted:
Cosmetics, Samples, open/unboxed fragrances, health & beauty products, jewelry, personal care, food, meds, vitamins, Undergarments, Bodysuits, Swimwear, Intimates/Lingerie, Hosiery, Products listed on the "SALE" category and
Wholesale Orders. Wholesale orders are orders that you place of at least 12 of the same item OR at least 48 mixed items OR orders with a minimum value of at least $1,000 USD
General Terms: Carterly reserves the right to update the terms when necessary, and the new version will be released on our website with immediate effect. If you reject the Policy, you are deemed to have waived your rights to use the services provided by CARTERLY immediately.
All Visitors are deemed to accept all of our terms if they are using the services provided by Carterly. For after-sales issues, Clients should submit a refund/reshipment request within 7 days of the delivery date. If the request is submitted beyond this period, Carterly reserves the right not to provide any after-sales service. Once the Client files the after-sales request, the Client needs to submit evidence to Carterly.
If you cannot provide valid evidence within the after-sales period of the order, Carterly has the right to reject the return or reshipment request if available, whether the evidence is valid or not will be ultimately determined by Carterly.
Order Cancellation: Before an order is shipped out, the Client has the right to apply for the order cancellation by contacting customer support or his/her dedicated personal agent within the first 6hrs.
The cancellation request will be agreed to or rejected within 2 business days: Before the order is processed by the warehouse team, the Client can get a full refund; Once the order has been processed, the Client can request a refund after package have been delivered. Note that we may or may not provide free returns label and we have a 10% re-stocking fee.
Loss in Transit: If the products are lost in transit, the Client shall provide proof from the logistics website or parcel tracking website (tracking provided), such as but not limited to a screenshot that indicates the package was lost, the Client can request a refund within 30 days of loss.
Untimely Delivery: For orders not delivered within 30 days, the Client can request a full refund with valid proof (the latest update from the logistics website or parcel tracking website).
Damaged/Incorrect Items: Upon receipt, if the Client finds out that products are damaged or incorrect, the Client should contact Carterly customer service or personal agent and submit a refund/reshipment request within 7 business days of delivery date with valid proof (photos or videos of products received that clearly indicate the problem, shipping slip and barcode).
-
If the product is incorrect or destroyed, which is Carterly’s or Delivery company responsibility, the Client may get a full refund;
-
If the package is severely damaged, the Client can get a full refund or request reshipment if available,
-
If the package or products are partially damaged (except for slight deformation or minor scratches), the Client can get a partial refund as long the same type of claim is not submitted too many times.
If the proof examined by Carterly doesn’t indicate the problem clearly, the proof is deemed invalid, and Carterly has the right to reject the Client’s refund/reshipment request.
Delivery Disputes: In case the order is marked as delivered, but the Client claims that he/she hasn’t received it, the customer should contact the last-mile carrier (delivery company) first and report the issue with them. We can only refund you if the package is lost from the delivery company or after 30 days of showing as undelivered.
Unacceptable Disputes: Carterly shall reject any unreasonable disputes or delivery failures caused by the customer, including but not limited to:
-
The Client does not like the product;
-
The product description is not true/invalid;
-
The smell of the product is unusual;
-
The customer ordered the wrong item or SKU;
-
The customer provided the wrong/insufficient delivery address; (unknow address)
-
The phone number was missing or incorrect; (delivery drivers or Carterly contact clients to get gate code pin)
-
Processing time delays.
-
The customer refused to receive the package for no reason from delivery company;
-
The order is to be delivered to remote areas or PO Box addresses. (We do not deliver to PO BOX)
Other: When encountering holidays and peak seasons, the customer shall contact customer support to resolve problems with products or logistics. Carterly will always try its best to help Clients in these special circumstances in time.
All product returns are subject to 10% restocking fee in addition to any shipping charges if any plus a 15% repacking fee if items are not returned on its original packaging. Shipping fee (if any) is nonrefundable.
*Please note that we can only authorize returns once per order.
Fees that we may charge:
10% restacking fee for returned items. (does not apply if item was damaged by delivery company or factory defective)
10% repackaging fee if returned with out its Original packaging and conditions.
15% disposal fee for used items (if you wear the product/used by you)
All product returns are subject to 10% restocking fee in addition to any shipping charges if any plus a 10% repacking fee if items are not returned on its original packaging. Shipping fee (if any) is nonrefundable.
*Please note that we can only authorize returns once per order.