Refund policy

Everything in the vault is final stock, so the quickest way to sort a wrong size is an exchange. You've got 14 days from the day your order arrives to swap a piece for a different size, a different piece, or store credit. If you'd rather have your money back, you can cancel within the same 14 days for a refund.

Swap a size, swap a piece, or take store credit

  1. Email cartersocietyuk@gmail.com within 14 days of your order arriving. Tell us your order number, what you're sending back, and whether you'd like a new size, a different piece or store credit.
  2. Fill in our exchange form and put it in the parcel.
  3. Send it to 58 Preston Road, Weymouth, DT3 6QA, United Kingdom. Use a tracked service. Postage back to us is paid by you.

Once your parcel arrives, we send the new piece out as long as it's still in the vault. If it costs more, we'll send you a link to pay the difference. If it costs less, the rest comes back as store credit. Store credit is the amount you paid for the piece.

Stock is final and we can't hold sizes. If the size you want sells out before your parcel reaches us, you can choose another piece, take store credit or have a refund.

Cancel for a refund

Under UK law you can cancel an online order within 14 days of it arriving, without giving a reason. This includes sale pieces.

  1. Email cartersocietyuk@gmail.com within 14 days of your order arriving and tell us you're cancelling, with your order number. You can use the cancellation form below, but an email is enough.
  2. Send the pieces back to the address above within 14 days of telling us. Postage back to us is paid by you.
  3. We refund what you paid for the pieces, plus what you paid for Standard delivery. If you chose Express, we refund what Standard delivery would have cost. The refund goes back to the way you paid, within 14 days of us getting the pieces back or you sending proof you've posted them, whichever comes first.

You can try pieces on the way you would in a shop. If something comes back worn, washed or without its tags, we may take an amount off the refund to cover the drop in its value.

Faulty, damaged or the wrong item

If something arrives faulty, damaged or isn't what you ordered, email us a photo and your order number. We'll put it right with a replacement or a refund, and cover the postage. This is on top of your 14 days to cancel.

Mystery Deposit Boxes and free gifts

You can swap any piece in a Mystery Deposit Box for a different size, or cancel the whole box for a refund. If you cancel an order that came with a free gift, please send the gift back with it.

After the vault closes

The vault closes on 27 December 2026. Returns, cancellations and faulty items for orders placed before then are still handled at cartersocietyuk@gmail.com. If the vault has closed by the time your parcel reaches us, we'll refund you instead of giving store credit, because there'll be nothing left to spend it on.

Gift cards

Gift cards can't be exchanged.

Cancellation form

To: Carter Society, 58 Preston Road, Weymouth, DT3 6QA, United Kingdom. cartersocietyuk@gmail.com

I/We hereby give notice that I/We cancel my/our contract of sale of the following goods: ___

Ordered on: ___ / Received on: ___

Name: ___

Address: ___

Signature (only if sent on paper): ___

Date: ___