Returns and 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 do accept return and exchanges via mail. We ask that you follow these steps when returning your items. 

  • We will gladly accept a refund or exchange via mail if the above 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); and  
  • 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

Online orders can be returned or exchanged at our store or online.

In Store

Head instore with your item (ensure it meets the conditions outline in our return policy as above) and order confirmation email.

Please note, we will endeavour to complete your exchange instore. However, if the stock is unavailable your new item may be sent from our warehouse.

To view our current trading hours, please click here.


To return and item, simply log in to your shop account (if you didn't log into an account when you placed your order, please contact us on 03 9389 6388 or and we can assist) 

Select account - orders - return items and then complete the online returns form.

Once submitted, you'll receive an email confirming your request. Please include a printed copy of this confirmation inside your parcel.

If this option is not available, please contact us to start the return process by calling 03 9389 6388 or using the contact us form on this website.
All return or exchanges via mail can be sent to the below address.

Return Address

Upon receiving your return, please allow 5-7 business days for it to be processed.