Terms of Service

Last updated: 12 October 2026

Welcome to Carlo the Label.

This website, carlothelabel.com, is operated by Carlo the Label Pty Ltd, ABN 85688065269, trading as Carlo the Label, based in Melbourne, Victoria, Australia.

In these terms, “Carlo”, “we”, “us” and “our” refer to that business. These terms explain how our website and purchases work. Please read them alongside our Returns Policy, Shipping Policy and Privacy Policy.

Nothing in these terms or our other policies excludes, restricts or changes any consumer rights that cannot lawfully be excluded.

1. Placing an order

Please check your items, sizes, delivery address and contact details before placing your order. You must be authorised to use the payment method provided.

We will email you an order acknowledgement after checkout. This confirms that we have received your order. We accept your order when we send your dispatch confirmation.

If an item is unavailable, payment cannot be verified, or we reasonably suspect an unauthorised transaction, we may be unable to accept the order. We will notify you promptly and refund any payment taken for items we cannot supply, including any associated delivery charges and any duties or import taxes collected for those items.

If we discover a pricing or product-information error affecting your order before acceptance, we will explain the error and give you the choice of proceeding with the corrected details or cancelling for a refund. We will not charge an additional amount without your agreement.

 

2. Products and sizing

We aim to describe and photograph our products accurately. Colours may appear slightly different depending on your screen and lighting. Where relevant, print placement may vary between garments.

Please refer to the product description and available sizing information before ordering. Contact us if you need help choosing a size.

These explanations do not limit your rights if an item is faulty, materially different from its description or otherwise fails to meet a consumer guarantee.

3. Prices and payment

Prices are displayed in Australian dollars unless another currency is clearly shown. Australian consumer prices include GST where applicable.

Applicable shipping charges and any taxes or duties we collect are shown before you complete checkout. For international orders, please also read the information about destination charges in our Shipping Policy and at checkout.

Payment is required when you place your order, using one of the payment methods available at checkout.

We may update prices for future purchases. A price change will not change the agreed price of an order we have already accepted.

4. Discount codes and promotions

Discount codes and promotions are subject to the conditions published with the offer, including any expiry date, minimum spend or product exclusions.

Please enter your code before completing checkout and check that the discount has been applied. If a code is not working as advertised, contact us for help.

Changes to future promotions will not affect discounts already applied to an accepted order.

5. Shipping and delivery

Available delivery destinations, shipping charges and estimated dispatch and delivery times are explained in our Shipping Policy and at checkout.

Delivery estimates are estimates unless we expressly agree to a guaranteed delivery date. If we become aware of a significant delay affecting your order, we will contact you.

If your parcel is missing, damaged or has not arrived within the expected timeframe, please contact us so we can investigate and arrange an appropriate solution. Your statutory rights still apply, including where delivery is carried out by a third-party carrier.

Please tell us promptly if you have entered an incorrect delivery address. We will try to help, although changes may not be possible once an order has been dispatched. We will explain and agree any additional redelivery charge before arranging it.

6. Order changes and cancellations

If you would like to change or cancel your order, contact us as soon as possible. We will try to accommodate your request before dispatch.

Once an order has been dispatched, please follow our Returns Policy. This does not affect any legal right you have to cancel an order or receive a remedy.

7. Returns and consumer rights

Our Returns Policy explains our voluntary change-of-mind returns and size-exchange arrangements, including eligibility, timeframes and any applicable fees.

These arrangements are additional to your rights under the Australian Consumer Law and any other applicable mandatory consumer laws.

If a product has a major failure under the Australian Consumer Law, you may choose a refund or replacement. For other failures, you are entitled to an appropriate remedy, which may include repair, replacement or refund. You may also be entitled to compensation for reasonably foreseeable loss or damage.

Consumer guarantees apply to sale items as well as full-price items. Our change-of-mind deadlines, packaging requirements and processing fees do not apply to claims for a remedy under consumer law.

If you receive a faulty, damaged or incorrect item, please contact us. Where a return is required because of our error or a confirmed product fault, we will arrange or cover reasonable return postage.

8. Our website and creative work

Our website includes artwork, photographs, branding, designs and written content owned by Carlo or used with permission.

You may browse and use the website for personal shopping. Except where permitted by law or with the rights holder’s permission, you must not reproduce or use this content commercially.

You must not use the website for fraud, unlawful activity or attempts to interfere with its security or operation.

9. Privacy

Our Privacy Policy explains how we collect, use and handle personal information.

Our online store is hosted on Shopify. Information needed to process your order may be handled by Shopify, payment providers, delivery partners and other service providers as described in our Privacy Policy.

10. Changes to these terms

We may update these terms from time to time. The current version and its update date will appear on this page.

The terms in place when you submit your order apply to that order. Later changes will not retrospectively alter your purchase.

11. Applicable law

These terms are governed by the laws of Victoria, Australia.

Nothing in this clause removes mandatory consumer protections that apply to you in another jurisdiction or prevents you from bringing a claim in a court or tribunal available to you under applicable law.

12. Contact us

For questions about these terms or help with an order, please email hello@carlothelabel.com

Our business address and contact telephone number are available on our Contact Information page.

If your enquiry relates to a purchase, include your order number where available so we can help.