Frequently asked questions
Can't find your answer? Email support@jamesncarter.com
Orders and delivery
How much is shipping?
Shipping is free on every US order, with no minimum spend.
How long will delivery take?
Most orders arrive in 6 to 9 business days, with tracking. Business days are Monday to Friday, not counting public holidays. Each product page shows an estimated delivery date.
Where do you ship?
We ship to US addresses only, including PO boxes, Alaska, Hawaii and US territories. We cannot ship to APO, FPO or DPO military addresses.
Will I pay duties or taxes when my order arrives?
No. We pay all import duties, taxes and customs fees. The total you see at checkout is all you pay.
Can I change or cancel my order?
Email support@jamesncarter.com as soon as you can. Once an order has shipped, we cannot always change it.
Where is my order?
When your order ships, we email you a tracking link. If you have no tracking email within 5 business days of ordering, email support@jamesncarter.com and we will send it again. You can also use our track my order page.
Returns and exchanges
What is your return policy?
You have 30 days from delivery to return an item. For a change of mind, you get store credit for the full price you paid, and you pay the return postage. Items must be unworn, with all tags attached. Sale items are final sale. Our refund policy has the full details.
Can I exchange an item?
Yes. You can exchange an item for a different size or color within 30 days of delivery. Email support@jamesncarter.com first and we will approve the exchange. You pay the postage to send the item back to our closest return location, and we send the new item at no extra cost once your return arrives.
What if my item is faulty, damaged or wrong?
Email support@jamesncarter.com within 30 days of delivery with your order number and a photo. You can choose a replacement or a full refund to your original payment method, and we pay the return postage.
How do I start a return?
Email support@jamesncarter.com with your order number and the items you want to return. Please wait for our reply before you send anything back. Our main returns address is 7th Floor, 77 Marsh Wall, London, E14 9SH, United Kingdom. When we approve your return, we will tell you which of our return locations is closest to you.
Sizing
What sizes do you use?
All our sizes are US sizes. Our size guide shows each size in inches, with centimeters in brackets, and the UK and EU sizes for shoes. Each product page has a size guide link next to the sizes.
What if I am between sizes?
Pick the larger size for an easier fit. Not sure? Email support@jamesncarter.com and we will help you pick.
Payment
Which payment methods do you accept?
You will see all the ways to pay at checkout. These can include cards, Shop Pay, Apple Pay and Google Pay.
What currency are your prices in?
All prices are in US dollars (USD). Any sales tax that applies is shown at checkout before you pay.
Do I need an account to order?
No. You can check out as a guest. With an account, you can see your orders and save your addresses.
Contact
How do I contact you?
Email support@jamesncarter.com or use our contact form. Our support hours are Monday to Friday, 9:00 AM to 6:00 PM (UK time), and we reply within 1 to 2 business days.
How do you handle my data?
Our privacy policy explains what data we collect and why. To see, change or delete your data, email support@jamesncarter.com.