We hope you love your Louise Carter pieces, but if something’s not quite right, we’ve made our return process simple and easy to follow. Here’s everything you need to know:

Return Eligibility  

You’re welcome to request a return within 30 days of receiving your order, as long as:

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

• All original tags and packaging are included
  
  

Non-Returnable Items

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

• Earrings – Due to hygiene and safety reasons, and the nature of pierced jewellery, we’re unable to accept returns or exchanges for earrings, even if they haven’t been worn.
  We appreciate your understanding as we maintain high hygiene standards to keep Louise Carter jewellery safe and beautiful for everyone.
  

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

• Gift cards

How to Start a Return

To request a return, simply email us at:
📧 support@louisecartershop.zendesk.com

Please include:

• Your order number

• The item(s) you’d like to return

• (Optional) A brief note about why you’re returning — this just helps us improve!

Once your return request is approved, we’ll send you the return address and instructions.
Please wait for confirmation before sending anything back. 

Return Shipping

We want to be transparent about how returns work:

• Return shipping costs are the responsibility of the customer, unless the item is damaged or incorrect.

• If your item arrives damaged or you’ve received the wrong product, we’ll happily arrange a replacement, send the correct item, or offer store credit.
  Please email us at support@louisecartershop.zendesk.com with your order number and clear photos of the issue so we can help.

• We do not offer prepaid return labels or reimburse return shipping costs.

• All returns must be sent using a tracked shipping service.
  Once your return is on its way, please reply to your approval email with the tracking number.
  
  Please note: To be eligible for a refund, return tracking must be provided as per our policy.
  If tracking information is not provided via email, we’re only able to offer store credit.
  This helps us keep the return process smooth and secure for everyone.
  

Refunds & Store Credit

After inspecting your return, we’ll offer either:

• A refund to your original payment method, or

• A Louise Carter Gift Card for store credit
  
  

Exchanges

If you’d like to exchange an item, we’re happy to help as long as your request is made within 30 days of delivery and the item meets our return eligibility criteria.

Please note:

• Earrings cannot be exchanged due to hygiene reasons, even if they haven’t been worn.

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

To arrange an exchange:

1. Email us at 📧 support@louisecartershop.zendesk.com with your order number and the item(s) you’d like to exchange.

2. Once the return is approved and tracking details have been provided, we’ll send out your requested replacement.
   

Damaged or Incorrect Items

If your jewellery arrives damaged or you’ve received the wrong item, please let us know as soon as possible.

• Contact us within 48 hours of delivery

• We’ll resolve any product issues reported within 30 days of delivery

• Email support@louisecartershop.zendesk.com with your order number and clear photos of the item and packaging

We’ll make it right with a replacement, corrected item, or store credit — based on what’s appropriate for the issue.

💬 Questions?

Need help? We're always happy to assist.
📧 support@louisecartershop.zendesk.com