Refund Policy

At Wilson & Carter™, we follow a clear and transparent return process to ensure fairness for all customers. We have a 14-day return policy, which means you have 14 days after receiving your item to request a return or exchange. The delivery date confirmed by the courier will be considered the official receipt date.

To be eligible for a return, your item must be in the same condition that you received it — unworn or unused, with all original tags attached, and in its original packaging. You will also need the receipt or proof of purchase.

Requests made after the 14-day period will not be accepted under any circumstances. This policy applies equally to all customers to ensure fairness and transparency.

How to Request a Return or Exchange

To start a return or exchange, email info@wilsonandcarter.com with:

  • Your order number
  • Full name and contact details (email or phone number)
  • Whether you are requesting a refund or an exchange
  • The reason for your request
  • Clear photos of any defects (if applicable)

Our customer service team will assess your request and provide instructions if approved.

Return Conditions

  • Items must be unused, unwashed, and in original packaging with all tags intact.
  • Items must be returned in the same condition as received.
  • We may refuse returns if items are used, altered, or damaged by the customer.

We Cannot Accept Returns or Exchanges If:

  • The wrong size was ordered despite a clear size chart being provided.
  • The item was damaged by the customer after delivery.
  • The courier has confirmed delivery but the customer claims non-receipt.
  • A defect was not reported within 24 hours of delivery with photo evidence.
  • The customer fails to respond within 72 hours to our follow-up about the request.
  • The reason is subjective dissatisfaction (e.g., colour, texture, or material not as expected).

Important Note on Product Perception

  • Colours may vary slightly due to lighting or display settings and are not considered defects.
  • Personal preferences about fit, feel, or appearance are not valid reasons for return if the item matches the description.

If in doubt before ordering, please contact us for clarification.

1. Exchange Policy

If you received the wrong item or size due to our error and your request meets our conditions:

  • You may request an exchange for a different size or another item available on our website.
  • The exchange request and the return must be made within 14 days of delivery.
  • Once approved, we will email you the return instructions and warehouse address.
  • After we receive and inspect the returned item, we will ship your replacement.

Note: Exchanges are not available if you ordered the wrong size without referring to the provided size guide.

2. Refund Policy

If your refund request is approved:

  • The item must be returned to our warehouse in China — this is a mandatory condition for any refund.
  • A valid tracking number must be provided. Refunds will not be processed without verifiable proof of shipment.
  • Return shipping costs are paid by the customer. Costs typically start from $30+, depending on location and courier.
  • Refunds cover the product price only; shipping costs are non-refundable.

Refund Processing Timeline

  • 3–4 weeks: Estimated shipping time to our warehouse.
  • Up to 2 weeks: Inspection and processing after arrival.

3. Defective or Damaged Items

  • Email info@wilsonandcarter.com within 24 hours of delivery with clear photo evidence.
  • Once confirmed, we will issue a free replacement of the same item. No need to return the defective product.
  • Applies only to issues reported within the 24-hour window.

4. Responsibility for Shipping Fees

  • If a customer chooses to return an item for any reason, all return shipping costs are the sole responsibility of the customer.

If you have any questions, please contact our support team at info@wilsonandcarter.com.

Thank you for choosing Wilson & Carter™.