Refund policy

Returns & Refunds (Plain English)

We want you to love what you ordered. If something’s not quite right, here’s how returns and refunds work at Carters & Bo.

What you can return

• Items can be returned within 14 days of delivery.

• Returns must be in original packaging and in a resellable condition.

• Once we receive and check the item, we’ll offer a refund or exchange if it’s eligible.

What can’t be returned

• Custom or personalised items can’t be returned or refunded unless they arrive faulty.

• Sale items are non-refundable unless there’s a problem with them.

Return postage

• Return postage is paid by the customer unless the item is faulty or incorrect.

• We recommend using a tracked service, just in case.

Faulty or incorrect items

• If your order arrives damaged, faulty, or wrong, please contact us within 48 hours of delivery.

• Send us your order number and a couple of photos and we’ll sort it quickly.

International orders

• International customers (including EU & USA) are responsible for return postage.

• Any customs fees or taxes paid are non-refundable.

How to start a return

Just get in touch via our Contact page with:

• Your order number

• What you’d like to return

• The reason

We’ll reply as soon as possible and guide you through the next steps.