Return Policy
At Carter Toronto, we want every customer to feel confident and satisfied with their purchase. While we aim to deliver timeless fashion and exceptional service, we understand that sometimes returns are necessary. Please read our return and refund policy carefully before placing an order.
Return Conditions
- You may only request a return after you have physically received the item.
- Return shipping costs are the customer's responsibility, including any international postage and custom charges.
- Items must be unused, unwashed, undamaged and in original condition, with all tags and labels attached.
- Trying on is allowed to check fit; wearing the item beyond trying is not.
- Ordering multiple sizes with the intention to return part of the order is discouraged and may be refused in saleable condition or where abuse is suspected, subject to your statutory rights.
How to Request a Return
1. Email info@cartertoronto.com within 14 days of receiving your item to request a return.
2. We will provide the return address of our supplier (based in China) and packaging instructions.
3. Send the item back at your own expense, including any customs/duty or courier fees required for international returns.
4. We strongly recommend using a tracked shipping service (track & trace) and keeping your proof of postage.
Refund
- Once the returned item is received and inspected at the return address, we will issue a refund within 14 days via your original payment method.
- Refunds cover the product price (and where applicable by law, the standard outbound delivery); return shipping and any import/customs charges are not refundable.
Liability & Address Accuracy
- We are not responsible for lost parcels where the carrier's tracking shows the item was delivered to the address provided by the customer.
- If an incorrect address was provided at checkout, this is the customer's responsibility.
- Address mistakes must be reported to info@cartertoronto.com within 24 hours of placing the order so we can attempt to amend before dispatch (not guaranteed).
Non-Returnable Items
Certain items may not be eligible for return due to hygiene or custom production, such as:
- Intimate or personal care goods (e.g., underwear, swimwear)
- Gift cards
- Final sale items marked as non-returnable
Contact
For any questions regarding returns, please contact:
Email: info@cartertoronto.com
Store: Carter Toronto