Refund policy

Last updated: October 15, 2026

We want you to love what you buy. If something is not right, this policy explains how returns work, what you get back, and how long it takes. James Carter ships to the United States only, so this policy is written for US customers.

Nothing in this policy takes away any right you have under the law where you live. If your state gives you more protection, that law applies.

1. 30-day returns

You have 30 days from the day your order is delivered to ask for a return.

For a change of mind return, we give you store credit for the full price you paid for the items. Store credit can be used on any future order and is valid for 12 months from the day we issue it, unless the law in your state says it must last longer.

If an item arrives faulty, damaged or wrong, you get a replacement or a full refund to your original payment method. See section 5.

2. How to start a return

Email us at support@jamesncarter.com with your order number and the items you want to return. If the item is faulty, damaged or wrong, please add a photo.

Please do not send anything back before you hear from us. We will approve your return and send you the address of our return location closest to you, with instructions. We cannot process parcels that arrive without an approved return.

3. Condition of returned items

To be accepted, items must be:

  • Unworn, unwashed and unused
  • In their original condition with all tags attached
  • In their original packaging, if they came with packaging
  • Complete, with any parts or free items that came with them

You can try an item on the way you would in a store. If an item comes back worn, washed or damaged, we may not be able to accept it. See section 7.

4. Items that cannot be returned for a change of mind

  • Sale items: items bought on sale are final sale and cannot be returned for a change of mind.
  • Underwear and swimwear: for hygiene reasons, these cannot be returned once worn, tried on or taken out of sealed packaging. Unworn items still in their sealed packaging can be returned.

These limits never apply to faulty, damaged or wrong items. Section 5 covers everything we sell.

5. Faulty, damaged or wrong items

If your item arrives faulty, damaged in transit, or is not what you ordered, email us 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. We pay the cost of sending it back.

If a real manufacturing fault shows up later, contact us. Depending on the item and the fault, we may offer a repair, replacement or partial refund, in line with your legal rights.

A fault means a defect in the materials or how the item was made. It does not cover normal wear and tear, accidents, misuse or washing against the care label.

6. Return shipping

We have return locations in several countries. When we approve your return, we will give you the address of the one closest to you.

For change of mind returns, you pay the postage and any other costs of sending the item back to that location. We recommend a tracked service, because the item is your responsibility until it reaches us. Shipping is free on all orders, so there is no original shipping cost to take off your credit.

7. When you get your credit or refund

When your return arrives, we check it and email you the result.

  • Store credit: issued within 14 days of your return reaching us.
  • Refunds for faulty, damaged or wrong items: sent to your original payment method within 14 days of your return reaching us. Your bank may take a few extra business days to show it.

If a return arrives in a condition we cannot accept, we will contact you. We can send it back to you at your cost. If we do not hear from you within 14 days, the item will be treated as abandoned.

8. Exchanges

You can exchange an item for a different size or color within 30 days of delivery. Email us first and we will approve the exchange. You pay the postage to send the item back to our return location closest to you, and we send the new item at no extra cost once your return arrives. Items must meet the conditions in section 3.

9. Contact us

Brand: James Carter
Email: support@jamesncarter.com
Address: 7th Floor, 77 Marsh Wall, London, E14 9SH, United Kingdom
Support hours: Monday to Friday, 9:00 AM to 6:00 PM (UK time). Messages received outside these hours will be answered on the next business day.

We reply to every message within 1 to 2 business days.