Refund policy

We hope you love your Carlo pieces. If the fit isn’t right or you’ve changed your mind, we’re here to help.

Return conditions

You have 14 days from delivery to request a change-of-mind return. Items need to be:

• Clean, unworn and unwashed.
• In their original condition, with all tags attached.

Sale items aren’t eligible for change-of-mind returns. Different terms apply to faulty items and UK and EU cancellations, as explained below.

How to start a return

1. Log in to your customer account using the email address you placed your order with.
2. Open your order, select Request return, and choose the items and reason.
3. We’ll review your request and email you the next steps.

Please wait for your return instructions before posting your parcel, and use the original packaging or other protective packaging. If you need help, email hello@carlothelabel.com.

Australian returns

Once your return is approved, we’ll email you a prepaid Australia Post label. A $10 AUD return postage and processing fee will be deducted from your refund.

Please post your parcel within 7 days of receiving your return instructions.

If an item doesn’t meet our change-of-mind return conditions, we may need to send it back to you.

Need a different size?

For Australian size exchanges, follow the return steps above and tell us your preferred size in the notes. We’ll check availability before approving your exchange.

You arrange and pay for tracked return postage. The $10 return fee doesn’t apply, and once we’ve received and checked your item, we’ll send your replacement size free of charge within Australia.

If your size is unavailable, we’ll contact you to arrange a refund instead.

International returns

For orders outside Australia, start your return using the steps above. We’ll send you instructions and our Australian return address. UK and EU customers should also read the section below.

You arrange and pay for return postage. We recommend a tracked service and keeping your postage receipt. The Australian $10 fee and prepaid label don’t apply.

For a different size, please return your item for a refund and place a new order.

For change-of-mind returns outside the UK and EU, import duties, taxes or customs charges we’ve paid on your behalf may be deducted if we can’t recover them and the law allows it. We’ll explain any deduction before processing your refund.

Your refund

Refunds go back to your original payment method. We usually process change-of-mind refunds within 10 business days of receiving and checking your return. Your bank may take a little longer to show the payment.

Original shipping charges aren’t refundable for change-of-mind returns, unless required by law. The separate UK and EU refund rules below apply to those cancellations.

Something wrong with your order?

If an item is faulty, damaged or isn’t what you ordered, email hello@carlothelabel.com with your order number and a photo of the issue before returning it.

We’ll look into it and help arrange a repair, replacement or refund in line with your consumer rights. For confirmed faults or order errors, we’ll cover reasonable return postage and won’t charge a processing fee.

This includes sale items. Our change-of-mind deadlines and conditions don’t limit your rights under the Australian Consumer Law or other applicable consumer laws.

UK and EU returns

For eligible online purchases, you can tell us you’d like to cancel within 14 days of delivery, including for sale items. No reason or approval is needed: notify us through your customer account or email hello@carlothelabel.com. You then have another 14 days to send the items back.

You pay the return postage to Australia. If you cancel your whole order, we’ll also refund your original standard delivery charge. Any extra paid for express delivery isn’t refundable.

You can inspect and try on items as you would in a shop. If handling beyond this reduces their value, we may reduce the refund to reflect that loss.

For UK cancellations, we’ll refund you without unnecessary delay and within 14 days of receiving the items or proof you’ve sent them back, whichever happens first.

For EU cancellations, we’ll refund you within 14 days of your cancellation notice, but may hold the refund until we receive the items or proof of return, whichever happens first.

These cancellation rules take priority over our change-of-mind conditions above.