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Please read all our Returns Conditions before making a purchase or attempting to return goods.

Goods purchased online or mail order from returned for exchange or refund must be received back at our Returns department within 14 days: in new and unused condition, with the original packaging and labelling attached intact with your Carters receipt in all cases. Please include a written reason for your return. T's & C's apply - please see below.

In the first instance please email quoting your order number and the reason for your return request and we will contact you as soon as possible.

Goods purchased in-store cannot be returned for a refund unless they are faulty or have developed a manufacturing fault within the manufacturer's warranty period.

Goods can be exchanged to the equivalent value you paid or greater, but not less - and only if the stock is available in Carters store.

If you wish to return a faulty item - first email: include images of the item, the fault and your Carters receipt. This will help us deal with your issue more effectively.

When returning a faulty item always include a copy of your proof of purchase to help speed things along.

Returns Address:, 99-113 Caversham Road, Reading, Berks, RG1 8AR

The 14 days start from the day of dispatch, but as a minimum, includes a period of 7 working days from the day after delivery to you as the permitted cancellation period. If you wish to cancel your order you must do so by email to using the word 'cancel'.

If you return an item for any reason other than 'Manufacturing Fault' there will be a £10 'Returns Admin Fee' deducted from your refund or credit note.

For health and safety at work and hygiene reasons - underwear, baselayer, swimwear and skin care products are non-returnable and non-refundable.

When trying on items of clothing, please ensure that you are not wearing perfume/aftershave/makeup or a deodorant which may leave a scent or marks on the item. We'll be unable to accept the return of any item where there is evidence that these instructions have not been followed.

We recommend that goods being returned be sent via insured, traceable delivery for your own protection as we regret Carters cannot be held responsible for goods lost in transit.

Please note: all return postage charges to be met by customer, unless returning due to a fault.

Please note: if you require goods to be sent out in exchange, we will make a further delivery charge of at least £9.95, bulky items may cost more.

Please note: all warranty/faulty goods returned for assessment must be clean and free from dirt and mud to comply with the current Health and Safety Regulations. We regret that we are unable to process items that do not meet this criteria.

In the instance of faulty or wrongly delivered goods we will refund return postage costs for Royal Mail Standard Parcels services up to a maximum of £5.00. You will need to provide proof of postage paid.

Footwear Returns:
Any footwear returned to us must be in its original box as this is considered part of the product and this must be packaged in suitable material e.g. a Jiffy Bag. Any footwear returned in simply the box we are unfortunately unable to refund. If they show signs that they have been used outside the boots will be returned to the sender.

Tent Returns:
Any tents returned to us for refund must be in a new and unused condition and packaged in a suitable package / box. Any product returned to us with the postage labels adhered to the stuff sack will be refused. Any tent that shows any signs of being pitched outside will be deemed to be in a used condition and returned to you. Tents must only be inspected in a suitable indoor area only, in a clean and dry environment. Any consumer damage to an item, tent or its components through either act or negligence on behalf of the consumer will constitute a breach of duty of care and will render the item/order ineligible for a refund.

Any refund will only be made to the credit card and details used to make the original purchase. The original shipping charges will not be refunded.


Please note: Carters Boot Fit Guarantee does not apply to boots purchased online or at discounted prices.

Due to the personal fitting implications inherent in the purchase of ski and snowboard boots, we recommend that you purchase these in person in our store. If you do wish to purchase online, please make sure that have tried on the boots in store and have identified that the boots are suited to your aspirations.

The actual colour of some items may differ slightly from the photographic representations shown on this Internet site.

It should be noted that descriptions of product performance and suitability are purely subjective.