Refund policy

Returns & Refunds

We want you to love your Carter and Me pieces, and we take great pride in the care and detail that goes into every handmade item. If there is an issue with your order, we’re here to help.

Return Window

Our return policy lasts 14 days from the date your order is received. Unfortunately, if 14 days have passed since delivery, we are unable to offer a refund, return, or exchange.

Eligibility for Returns

To be eligible for a return, your item must be:

  • Unused
  • In the same condition that you received it
  • Returned in its original packaging

All returns will need to be assessed first before any refund, exchange, or repair is approved.

Items that have been worn, washed, altered, stained, damaged, or used in any way may not qualify for a refund or exchange unless deemed materially defective upon inspection. All returned items are subject to inspection before any refund, replacement, repair, or store credit is approved.

Original courier/shipping fees are non-refundable.
Customers may also be responsible for return courier costs unless an item is confirmed to be materially faulty upon inspection.

Faulty or Defective Items

If you have received an item with a fault or defect, please contact us at hello@carterandme.co.za within 14 days of receiving your order, along with clear photos and your order number.

Where applicable, we will arrange for the item to be collected and assessed.

Please note:

  • We have recently identified a supplier issue with some press studs / KAM snaps
  • This issue has now been resolved
  • If your item is affected by this fault, the press studs will be repaired and the item returned to you, where possible
  • If an item is found to be irreparably faulty, we will then assess whether a replacement, store credit, or refund is appropriate

Refunds will not automatically be issued for items that can reasonably be repaired or corrected.

While all fabrics are prewashed before manufacturing, richly dyed fabrics may still experience colour transfer if not washed separately or according to care instructions. Carter and Me cannot be held liable for damage caused to other garments or items during washing. Failure to follow the recommended care instructions may void eligibility for refunds or claims relating to fabric performance, shrinkage, fading, or dye transfer. 

Due to the handmade nature of our garments, slight variations in colour, texture, stitching, or finish may occur and are not considered defects.

 

Promotional Orders

For orders placed using promotions, discounts or bundle offers (including Buy X Get Y Free deals), any approved refund will be calculated based on the proportional discounted value of the items across the order, and not the original retail price of individual items.

This means:

  • Refunds are based on the actual amount paid per item after discount
  • Free or promotional items carry no cash value and are not refundable
  • If only part of a promotional order is returned, the refund will be adjusted accordingly and split amongst the items.

Seasonal / Occasion Items

Please note that seasonal, occasion-based or holiday items (including but not limited to Easter, Valentine’s Day, Christmas, Halloween, Mother’s Day and Father’s Day collections) are not eligible for return, collection, exchange or refund once the relevant season or occasion has passed.

As these items are specifically designed for a limited seasonal period, return requests for these products must be raised promptly upon delivery and within the applicable return window before the relevant holiday / season has ended.

Sizing

Please note that standard sizing applies to all our garments. We are unable to offer refunds based on fit if the item ordered matches the sizing selected, unless the item is clearly incorrectly labelled or faulty.

Non-Returnable Items

The following items are not eligible for return or refund:

  • Gift cards
  • Bibs
  • Pacifiers
  • Sale items

Partial Refunds (if applicable)

In some cases, only partial refunds may be granted, including but not limited to:

  • Items with obvious signs of use
  • Items not returned in their original condition
  • Items damaged or missing parts for reasons not due to our error
  • Items returned more than 14 days after delivery

Return Shipping

If your return is approved, return shipping instructions will be provided.

Please note:

  • Customers are responsible for return shipping costs, unless the item is confirmed to be faulty due to our error
  • Original shipping costs are non-refundable
  • If a refund is approved, any applicable return courier costs may be deducted from the refund amount

Refunds (if applicable)

Once your returned item has been received and inspected, we will notify you by email of the outcome.

If approved, your refund will be processed to your original payment method within a reasonable number of business days.

Please note that refunds will be issued for the item value only, excluding shipping charges, unless otherwise agreed.

Late or Missing Refunds

If you have not yet received your refund:

  1. Please check your bank account again
  2. Contact your credit card provider, as processing times can vary
  3. Contact your bank, as refunds may take a few business days to reflect

If you’ve done all of this and still have not received your refund, please contact us at hello@carterandme.co.za

Exchanges

We only replace items if they are defective, damaged, or incorrectly supplied.

If you believe your item qualifies for an exchange, please email us at hello@carterandme.co.za with your order number and photos of the issue.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you may be eligible for a gift credit if the return is approved.

If the item was not marked as a gift at checkout, any approved refund will be processed to the original purchaser.