Refund policy
We offer a 30-day return policy, which means you have 30 days from the date you receive your order to request a return.
Return Eligibility
To qualify for a return, your item must be:
- In the same condition as when you received it
- Unworn or unused
- With all original tags attached
- In its original packaging
- Accompanied by the receipt or other proof of purchase
To initiate a return, please contact us at support@cartlywise.com.
If your return request is approved, we'll provide you with a return shipping label along with instructions on how and where to send your package. Returns sent without prior authorization will not be accepted.
If you have any questions about returns, feel free to contact us at support@cartlywise.com.
Damaged, Defective, or Incorrect Items
Please inspect your order as soon as it arrives. If your item is defective, damaged, or you received the wrong product, contact us immediately at support@cartlywise.com so we can evaluate the issue and resolve it as quickly as possible.
Non-Returnable Items
Some items are not eligible for return, including:
- Perishable goods (such as food, flowers, or plants)
- Custom-made or personalized products
- Personal care items (such as beauty products)
- Hazardous materials, flammable liquids, or gases
If you're unsure whether your item qualifies for a return, please contact us at support@cartlywise.com before sending it back.
Please note that sale items and gift cards are not eligible for return or refund.
Exchanges
The quickest way to receive a different item is to return the original product. Once your return has been approved, you can place a new order for the replacement item.
European Union 14-Day Cooling-Off Period
If your order is shipped to a country within the European Union, you have the right to cancel or return your order within 14 days of receiving it, for any reason and without providing a justification.
To be eligible, the item must be returned in its original condition—unused, unworn, with tags attached, in its original packaging, and accompanied by proof of purchase.
Refunds
Once we receive and inspect your returned item, we'll notify you whether your refund has been approved.
If approved, your refund will be issued automatically to your original payment method within 10 business days. Please note that your bank or credit card provider may require additional time to process and post the refund.
If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at support@cartlywise.com.