Refund policy

At Collins & Carter, we want you to be satisfied with your purchase. This Return & Refund Policy explains how returns, refunds, and exchanges work.

Return Window

You have 30 days from the date of delivery to request a return on an eligible item. We do not charge any restocking fee ($0.00).

Return Conditions

To be eligible, the item must be unused and unworn, in its original condition, with the original packaging, tags, and any accessories, and free from signs of use, damage, or alteration caused by the customer. Returns that do not meet these conditions may not be accepted.

Who Pays for Return Shipping

If the item was damaged in transit, defective, incorrect, or incomplete due to our error, we cover the return shipping cost and email you a prepaid label after your request is approved. You may also qualify for a replacement or a full refund.
If you ordered the wrong item, it does not meet your needs, or you changed your mind, you are responsible for the actual return shipping cost. The original shipping cost (if any) is non-refundable.

How to Start a Return

Do not send anything back before contacting us.

Email info@collinscarter.com with your order number, name, reason for the return, and photos if the item is damaged or defective.
We will review your request and send instructions and the return address. If you qualify for a prepaid label, we will send it then.
Pack the item carefully, in the original packaging where possible, with all tags, accessories, and materials included with the order.
Ship the package following the instructions. Use a tracked service. We are not responsible for return packages lost in transit.

Refunds

Once we receive your return, we inspect it for compliance with this policy.
If approved, your refund is issued to the original payment method. Refunds are processed within a maximum of 7 business days after inspection. Your bank or payment provider may need additional time to post the funds to your account. We will email you once your refund has been processed.
If you do not see the funds after this time, please check with your bank or card issuer first, then contact us.

Exchanges

We offer exchanges if a different size, color, or product is available. Contact us before returning an item so we can guide you through the exchange process.

Non-Returnable Items

For health, hygiene, safety, or legal reasons, some items cannot be returned. These may include gift cards, sale or final-sale items, personalized or made-to-order items, used or worn items, and items marked as non-returnable on the product page.