Your Privacy Choices

What are the shipping costs?

We offer free shipping on all orders within the United States.

Can I track my order?

Yes. Once your order has been shipped, you will receive a confirmation email containing your tracking details, allowing you to monitor the progress of your delivery.

How do I return an item?

If you'd like to return an item, you may do so within 30 days of receipt, as long as it's unworn, unwashed and in its original condition.

To start the process, please contact us at info@carterandgray.com . Our team will guide you through the next steps.

Further details can be found in our Refund Policy.

How can I contact Customer Care?

If you need any assistance, our Customer Care team is happy to help.

Email: info@carterandgray.com
Phone: +1 (646) 980-4459

Customer Care Hours:
Monday to Friday | 9:00 AM – 6:00 PM (ET)
Weekends | Closed

You can also use our contact form and we will respond as promptly as possible.

How do I choose the correct size?

A detailed size guide is available on almost every product page to help you find the best fit.

If you'd like more advice, our Customer Care team is happy to help at info@carterandgray.com .

Which payment methods do you accept?

You can pay securely using Visa, Mastercard, American Express (AMEX), Apple Pay, Google Pay and Shop Pay.

What happens if an item doesn't fit or isn't suitable?

No worries, you can return your item within 30 days of receipt. Please note that return shipping costs are the responsibility of the customer.

Can I change or cancel my order?

You may cancel your order within 24 hours of placing it by contacting us at info@carterandgray.com. If your order has already shipped, it must be returned following the standard return procedure.

Full details are in our Refund Policy.

When can I expect my order?

All orders are carefully prepared and delivered within approximately 6 to 12 business days.

This timeframe includes:

- Processing time (handling): 2 to 3 business days (Monday to Friday)
- Transit time: 4 to 9 business days (Monday to Friday)

We take the time to thoroughly inspect each item before shipping to ensure it meets our quality standards.

You will receive updates throughout the process, so you can always track the progress of your order.

What should I do if my order arrives damaged?

We're sorry to hear that your item did not arrive in perfect condition. Please contact us as soon as possible at info@carterandgray.com, including your order number and clear photos of the damage.

Our Customer Care team will review the issue promptly and arrange an appropriate resolution.

My tracking number isn't working, what should I do?

It can take up to 24 hours for your tracking number to become active and display updated information.

If your tracking link is still not working after this time, please contact us at info@carterandgray.com and our team will be happy to assist you.

Who covers the return shipping costs?

If an item is defective or arrives damaged, we will cover the return shipping costs.

In all other cases, such as ordering the wrong size or a change of preference, return shipping costs are the responsibility of the customer.

Where do you ship from?

Orders ship directly from our warehouse in China. We do not ship orders from within the United States or from The Netherlands. This is an online fulfillment model where orders are shipped directly from the shipping location to the customer.