Returns Information

Returns Policy

We hope that you are happy with your purchase but if you are not, we promise to refund any unworn, unused item you are not completely happy with when you return it to us in saleable condition by post within 30 days of receipt, or to our store in the UK within 30 days of receipt. Items bought on sale must be returned to us within 14 days of receipt. Continue reading for instructions on returning an item by post, or to a store.

How do I return an item by post?

You can return an item by post within 30 days (or 14 days if purchased in sale) of receipt. Customers will receive a retuns form within their order (on the back of the order invoice) this must be completed and enclosed within the returning package. Customers are required to return unwanted orders at their own cost.

  1. To return an item by post, complete the returns form that was enclosed with your order. If you do not have a returns form, you can download one here
  2. Enclose the completed form within the package and label the parcel to the address: Caroline Gardner Returns, 17 Marylebone High Street, London, W1U 4NZ, UK post it to us within 30 days of the day that you received it.
  3. Please remember to ask the Post Office for your postage receipt and tracking details and retain them for your reference. Your receipt will contain proof of postage to prove the item(s) have been sent. Customers are responsible for ensuring goods reach us,  if we do not receive the returned items, we cannot process a return.

How do I return an item to your store?

You can return an item to our store within 30 days (or 14 days if purchased in sale) of receipt. Customers will receive a retuns form within their order this must be completed and enclosed within the returning package. Take your returning package to our store (click here to find our nearest store) and hand it to the store assistant. The store assistant will make a note of your name and order number an notify the website team of your return. Once the return is confirmed with our web team, they will process your refund. Due to security you will not be refunded by the  store, but via the orginal method of payment via our online system.

When will I receive my refund?

Returned parcels are on average refunded within 14 days of posting, however in the event of a delay in receiving the parcel this may take up to a maximum of 30 days. Please note this does not include your bank's processing time. Refunds will be credited to your original method of payment. If you paid partly by Gift Card, the Gift Card will be credited first, with any remaining balance being credited to the other method of payment used. 

The refund will be processed once your goods are received into our warehouse and can take up to 14 days. Please note that the time taken for the refund to show in your account will depend on your bank or card issuer's processing time normally 3-7 working days. Order refunds will show on your statement as a refund / credit from CarolineGardner. Refunds will be credited to your original method of payment. If you paid partly by Gift Card, the Gift Card will be credited first, with any remaining balance being credited to the other method of payment used. If your card expires before we process your refund please contact Customer Service with your order number, postcode and new card details.

What can't I return?

We do not offer refunds on personalized stationery or made to order items, for hygiene reasons pierced jewellery or cosmetic products if they have been used or the hygiene seal is broken, unless they are of unsatisfactory quality or unfit for purpose. Please also note that items must be returned with all of the tags intact, unused and unworn in a saleable condition. Any shoes returned must be returned in their original box (if supplied boxed).

Can I exchange an item instead?

Unfortunately we are unable to offer exchanges by post at this time. Please place a new order for the required item and return the unwanted item to us for processing.

Can I cancel my order?

You also have the right to cancel your contract with us and return your items by post within 14 calendar days from the day after the date you received your order. Click here for details. Your statutory rights are not affected by our returns policy.

I made a mistake on my order, can I change it?

We are sometimes able to amend address details or cancel an item from the order, please contact us on 020 8288 9696 or customerservice@carolinegardner.com within 15 mins of placing your order and we will do our best to help (note: customer service is available Monday – Friday 09:00 – 17:30). It is not always possible to amend orders due to the speed at which our warehouse process them, however you can always return it to us within 30 days for a refund.

Faulty or Damaged Items

We strive to deliver your products in perfect condition however on the rare occasions our customers receive a faulty or damaged item, you can return this to us for a replacement or a refund. If you receive an item that is faulty or damaged please notify us as soon as possible or return the item to us within 30 days of receipt for a full refund. Make sure you tell us if you would like a replacement or a refund on your returns form. We will refund any postage on a faulty item and ensure you are reimbursed for standard return postage on the item. 

If a fault develops outside of the 30 faulty return period, contact us on 020 8288 9696 (Monday – Friday 09:00 – 17:30) or customerservice@carolinegardner.com BEFORE you return the item so we can discuss the fault with you and agree the best way forward.

Please provide proof of purchase when returning an item.

  1. To return an item by post, complete the returns form that was enclosed with your order. Please ensure that you write your order number on the returns form and describe the fault so that we can assess the product on return.
  2. Enclose the completed form within the package and label the parcel to the address: Caroline Gardner Returns, 17 Marylebone High Street, London, W1U 4NZ, UK post it to us within 30 days of the day that you received it.
  3. Please remember to ask the Post Office (or your local posting office) for your postage receipt and retain it for your reference. Your receipt will contain proof of postage to prove the item(s) have been sent. Customers are responsible for retaining proof of postage. Without this we cannot refund any money if we do not receive the returned items.

 

Need more help? Take a look at our FAQ page for more details…

About Caroline Gardner

Caroline Gardner is best known as one of the UK's leading and most prolific stationery and gift designers.

Her distinctive designs now stretch across various product categories, including paper, accessories and lifestyle, all linked by her design hand print of quirky use of colour and placement.

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