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Refund policy

We hope you love your Louise Carter pieces. If something’s not quite right, we’ve outlined our return and refund process below to make things clear and easy to follow.

Return Eligibility

You may request a return within 30 days of delivery, provided that:

  • The jewelry is unused, unworn, and in its original condition

  • All original tags and packaging are included

Returns that do not meet these criteria may not be approved.

Non-Returnable Items

We’re unable to accept returns or exchanges for the following:

  • Earrings – Due to hygiene and safety reasons, earrings cannot be returned or exchanged, even if unworn

  • Items marked Final Sale or noted as non-returnable on the product page

  • Items purchased as part of a bundle are eligible for exchange only

  • Gift cards

Delivered Orders & Refund Eligibility

Refunds are not available for orders that are marked as delivered by the courier.

If tracking confirms successful delivery to the address provided at checkout, the order is considered fulfilled. Louise Carter is not liable for parcels that are lost, stolen, or misdelivered after delivery.

If you’re unable to locate a parcel marked as delivered, please visit our customer portal and submit a shipping claim. In line with our Shipping Policy, we may offer a one-time courtesy resolution, such as a replacement shipment or store credit, at our discretion.

Please note:

  • Courtesy resolutions are not guaranteed

  • Courtesy resolutions are final

  • No refunds, replacements, or credits will be provided beyond the one-time courtesy

For more details, please refer to our Shipping Policy.

How to Start a Return

To request a return, click here.

Please enter:

  • Your order number

  • The item(s) you’d like to return

  • The reason for return

Once approved, you'll receive a return shipping label to ship your items back.

Return Shipping

  • We offer Checkout+ to provide free return shipping for customers. Customers who opt in at checkout will receive a free return label for any return or exchange request. Customers who opt out will still receive a label through our portal but are responsible for return shipping costs. All shipping labels should be purchased through our return portal.

  • If Checkout+ is not purchased, return shipping costs are the responsibility of the customer unless the item is damaged or incorrect

Refunds & Store Credit

After your return is received and inspected, we’ll issue either:

  • A refund to your original payment method, or

  • A Louise Carter gift card (store credit)

The resolution offered depends on the return condition, tracking confirmation, and policy eligibility.

Exchanges

Exchanges are available within 30 days of delivery, provided the item meets return eligibility requirements.

Please note:

  • Earrings cannot be exchanged due to hygiene reasons

  • All items must be unused, unworn, and in original packaging with tags intact

To arrange an exchange, please click here.

Once the return is approved and tracking is provided, your replacement will be sent.

Damaged or Incorrect Items

If your order arrives damaged or incorrect:

  • Submit a return request here within 48 hours of delivery

  • Issues must be reported within 30 days of delivery

  • Enter your reason for return as receiving a damaged or incorrect item

  • Upload clear photos of the item and packaging 

We’ll resolve the issue with a replacement, corrected item, or store credit, depending on the situation.

Need Help?

We’re always happy to assist.
📧 support@louisecartershop.zendesk.com