Returns & Exchanges

The Carlton Shop will gladly refund or exchange any purchase under the following terms and conditions:

  • All returns or exchanges must be within 30 days of purchase, unless goods are faulty or have a major defect problem;
  • Proof of purchase is required with all returned items;
  • Items must be in their original condition. All tags and packaging must be intact, unless goods are faulty or have a major defect problem;
  • Strictly NO exchange or refunds on items with heat press names or number/s applied, unless goods are faulty or have a major defect problem;
  • No refunds on change of mind purchases of sale items, unless goods are faulty or have major defect problem.

At The Carlton Shop we accept return and exchanges via mail. We ask that you follow the "Online" steps below when returning your items.

We will gladly accept a refund or exchange via mail if the below terms and conditions are met

  • Items are returned in a secure parcel;
  • Return parcels are sent with a registered tracking ID (The Carlton Shop cannot be held responsible for items that go missing in return mail orders);
  • A copy of the customers original order or receipt is included along with a return form detailing what you would like to exchange your items for or refund.

How To Return or Exchange Your Order

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  1. Ensure your item meets the Returns Policy Conditions outlined above.
  2. Head in-store with a copy of your Order Confirmation email or Order Number.
  3. One of our friendly team members will take you through the Returns process in-store.

Please note, we will endeavour to complete your exchange instore where possible. However, if the stock is unavailable your new item may be sent from our warehouse with Free Standard Shipping (within Australia).

To view our current trading hours, please click here.

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  1. Ensure your item(s) meet the Returns Policy Conditions outlined above.
  2. Login to your Carlton Shop account here.
  3. Navigate to Account -> Orders -> Return Items.
  4. Submit the online Return Request.
  5. Within the next business day you'll receive an email from our Customer Service Team with our Returns Form for you to fill out.
  6. Package up your item(s) - you can use the same bag your order arrived in - and include the Returns Form in the parcel.
  7. Send back your item to the address provided on the Form.

The Carlton Shop don't offer free returns for change of mind purchases. However, if you are exchanging, we will cover the cost to post out your new size.

If this process is not possible for whatever reason, please contact us.

Upon your return being marked as delivered, please allow 5-7 business days for it to be processed.

  • If your return has been delivered, however hasn't been processed within this timeframe, please reach out to us with your tracking number and we will be able to investigate.