Customer Service

How do I place an order?

Please visit us at ae.carters.com where you can create an account by registering with your contact details. Browse our site & select the products you want to buy; this will take you to the product page. Select your preferred quantity and click on the 'Add to Cart' button. Choose your delivery address to proceed. Once you've reviewed your order, click on the “Place Order” button. If you wish to place an order as a guest just follow the above instructions without creating an account.

Why have I not received confirmation of my order, but my payment has been taken?

Please reach out to us through one of our customer support channels and a member of our customer service team will be happy to support you.

What if my order is missing?

In the very unlikely event that we get your order wrong, please reach out to us through one of our customer support channels and a member of our customer service team will be happy to support you tracking down your order.

What if my order is incomplete?

As you will be excited to receive your Carter’s products, in exceptional cases we may send you products that were available first. In such cases, don’t worry. Any remaining products will be shipped to you as soon as they are ready, rest assured you will receive all your products. If you need any more help, please reach out to us through one of our customer support channels and a member of our customer service team will be happy to support you.

What if my order is damaged on receipt?

Here at Carter’s our team takes special care of each order to ensure your order reaches you in perfect condition. On the odd occasion that you do receive a damaged item, please raise a return request from your Carter’s account – My Orders – View Order – Return and complete the form so that we can process your request.

If I change my mind, how can I change / cancel my order?

If you already have an account with Carter’s, proceed to “My account” & select “My orders “. Here you can select the order that you wish to change / cancel should it still be eligible. Orders that have already been shipped are not eligible for change or cancellation. If you have purchased your order as a guest, please reach out to us through one of our customer support channels and a member of our customer service team will be happy to support you with the change / cancelation.

When will out of stock products will be restocked?

We’re sorry if the item you want is out of stock. There are times when we will continue to show products that are out of stock so that you have access to the product details or to enable you to buy at a later date. We are always working hard to keep Carter’s favorites constantly in stock. We recommend you subscribe to our emailers to keep receiving information on new and replenished products.

How can I be sure that I am selecting the right size or fit?

A size chart is available in the website to try and make your selection easier. Please visit size chart.

Do all products include VAT?

Yes, the amount you see at checkout is inclusive of VAT, which means you won’t have to pay anything additional. Your delivery charge or Cash on Delivery charge, if any, will also include VAT.

Are your products genuine?

All our products are 100% genuine and from authentic suppliers.

What are your payment options?

When shopping at Carter’s, you can be assured of an easy-to-navigate and secure site that provides easy and secure payment solutions to cater for all your needs.

Credit Cards & Debit Cards

We use the most secure payment gateway to offer you a fast, safe and secure way of paying using your card.

COD

You can also pay through Cash on Delivery (C-O-D) In this case you pay in Cash to our 3rd party delivery agent while accepting the goods. COD payments are accepted for orders of value up to AED 2,500. All COD orders will incur an additional nominal fee of AED 15.

Store Credit

Store Credit can be used for any purchases within 6 months from the date of issuance. If your store credit is less than the total amount, you will have the option to pay the remaining balance with your preferred payment method – Card or Cash On Delivery.

What is the delivery time for any purchase made online?

3-5 working days within city limits. 5-7 working days outside city limits (where we deliver).

How can I track my shipment?

Currently we do not have live order tracking on the website. Status of your order is updated to you via email on a regular basis. In case you need any urgent updates on your order status, please reach out to us through one of our customer support channels and a member of our customer service team will be happy to support you.

How can I change or update my delivery address?

If you already have existing account with us, select “My account” and update your delivery address .If you have purchased your order as a guest, please reach out to us through one of our customer support channels and a member of our customer service team will be happy to support you in updating your address details

What are the shipping costs?

Shipping is free on orders of AED 100 and above. If your total order value is less than AED 100, you will be charged AED 10 for shipping

Do you deliver products outside UAE?

We will be shipping inside UAE only for now, but we’re working on shipping outside UAE soon. We recommend you subscribe to our email newsletters to stay updated on latest news and information of our international shipping plans

Can I ship different products in my order to different shipping addresses?

We can only process one shipping address per order. So, if you would like to order several products and ship to different people, please treat these as separate orders.

What happens if I am not available at the time of delivery?

If you choose to pay Cash-On-Delivery, our third-party delivery partners will be in contact to reschedule a convenient time for delivery. For prepaid orders you can choose to advise our third-party delivery agent to leave at your doorstep or with a friend, relative. You will receive a confirmation once the delivery is completed

Can I return products immediately on receipt of my delivery?

Unfortunately, this service is not available. If you have an existing account with Carter’s you can process a return request via “My account”. If you have purchased your order as a guest, please reach out to us through one of our customer support channels and a member of our customer service team will be happy to support you.

Some of the products were not delivered, what should I do?

We are very sorry for this, please reach out to us through one of our customer support channels and a member of our customer service team will be happy to support you.

What if I am unavailable at the time of delivery?

In order to reschedule your delivery, you can contact the relevant delivery partner who will be happy to arrange another convenient delivery slot.

Can I change the delivery address after I have purchased the product online?

If you are a registered customer, you can change the delivery address before delivery subject to the new location being in the same city. After a delivery has shipped you will need to reach out to the 3rd party delivery partner to update the delivery address. If you have checked out as a guest, you will need to reach out to us through one of our customer support channels and a member of our customer service team will be happy to support you.

Can I add to or change an existing order?

Existing orders cannot be amended to add or remove products. You can raise a new order for the additional product; however, these may not ship at the same time. In the event that you wish to remove an item, you can cancel the original order and place a new one.

What is your return & refund policy?

If you have changed your mind about keeping your purchase, you have 14 days from the date you receive your order to return. Items must be in their original packaging, with labels attached, in good condition that can be resold at full price. There may be specific items that are not eligible for return, details of these items can be found in our full Return & Refund policy

How do I return my order?

If you have an existing account with Carter’s you can process a return request via “My account”. If you have purchased your order as a guest, please reach out to us through one of our customer support channels and a member of our customer service team will be happy to support you with your refund request. Our 3rd party logistics carrier will collect the product(s) from you within 2-3 business days.

How do I obtain a refund?

Once your return request has been processed and approved you will receive your refund via your original method of payment. For COD orders refunds will be processed as store credit. Orders paid by gift card will be paid as gift card.
Processing time for credit & debit card transactions depends on your banking partner and may take up to 3 working weeks

What if I receive an item with a manufacturing defect?

If you received defective, incorrect, or incomplete merchandise please reach out to us through one of our customer support channels and a member of our customer service team will be happy to support you. Please include your order number, picture of the concerned items with details about the issue you’re experiencing in your order.

I received a wrong item, what is the process to rectify this?

We are very sorry for to hear this, please reach out to us through one of our customer support channels and a member of our customer service team will be happy to support you.

How long does it take for a refund to appear on my Credit/Debit card?

We will process your refund within 3 to 5 business days; however, refunds may take up to 21 days to reflect in your credit card account dependent upon your bank.

Can I cancel my order?

If you changed your mind / no longer want to go through with your purchase for any other reason, you order may be eligible for cancellation if the order is not yet dispatched for delivery.

How can I cancel my order online?

To cancel your order online, sign into your Carter’s account. Find your order in “My account” section  my orders  then you will find all your orders where you can cancel (in case it wasn’t shipped yet) click on “View” to view the order you want to cancel. If the cancel option is available, you will find a “Cancel” button under your order number on the left side. Click “Cancel”, complete the form presented and submit your cancellation request.
Unfortunately, if the option to cancel is not showing to you then neither you nor customer service will be able to cancel the order.

Can I cancel the order before the scheduled delivery date? if so, then how will be the refund process?

Orders can be cancelled before being shipped without any charges please refer to our Cancellation Policy. Refund will be processed within in 2 -3 weeks. See our Refund Policy for more details. However, if the order has been shipped, you will not be able to cancel it. Any Shipping Charges that you may have paid will be non-refundable.

I am a Guest User. Can I cancel my orders online?

If you are a guest user (i.e. you do not have an Account with us), it is not possible to cancel your order online. please reach out to us through one of our customer support channels and a member of our customer service team will be happy to support you (in case it wasn’t shipped yet).

Can I cancel or exchange the product at the time of delivery? if so, will there be any additional charges?

Unfortunately, this is not possible. In case you need to return or cancel your order during delivery, you will need to accept the delivery and separately request return of the product, then placing a new order with the desired product.

How can a product be considered for a repair/refund/return/exchange or cancellation, if an issue is found post-delivery?

If there is any issue with the quality of the product or missing parts, We will issue a return request to have a full refund in accordance with our Refund and Return policies Return & Refund policy

What type of Orders cannot be cancelled?

If your items have already been dispatched and shipped for delivery, your order can no longer be cancelled. Any shipping charges you may have paid, will be non-refundable. To return a product once your order arrives, follow the process in our Returns Policy.
Please note that in such a case your delivery fee will not be refunded.

What is a Store Credit?

Store credit can be used to buy goods on our Carter’s website. You will receive the store credit for the value of the products returned.

How can I use the Store Credit?

You can use your Store Credit in the “Checkout” page. The Store Credit validity is for 6 months from the date of issuance. If your store credit is less than the total amount, you will have the option to pay the remaining balance with your preferred payment method.

Where can I find my Store Credit balance?

If you already have existing account with Carter’s, you can log into “My account” and find the “Store Credit” option.

What is the validity of the Store Credit?

The store credit expires in 6 months from the date of issuance. We will send you email reminder when time is running out. If you have received store credit as a refund.

I returned an item. Where is my store credit?

If you already have existing account with Carter’s, select “My account” and go to “Store Credit” option. You will receive the store credit once we receive the returned products at our Warehouse in a good condition in accordance with our return & refund policy.

How can I subscribe to all your Newsletter and online publications?

While creating an account with Carter’s you can select the option “Newsletter subscription”. If you are already an account holder you can also subscribe by selecting “Newsletter” subscription on Carter’s and provide some basic personal details.

How do I unsubscribe from a newsletter entirely?

If you wish to unsubscribe from our Newsletters, scroll all the way down to the bottom of the email and select Unsubscribe link.

How to create an account?

Getting started with us is easy. Please visit us at ae.carters.com, click on “Sign up”. We will need your name, email address and desired password to become part of our family.

How do I amend my account details?

You can login at ae.carters.com and go to “My Account”, select “My Profile”.

How do I see my purchase history?

You can login at ae.carters.com and go to “My Account” then select “Purchase History”.

Why should I create an account?

Creating an account not only saves you time when you shop, but also makes purchasing your desired products much simpler. We'll save your details in a secure place for a quick-click checkout, so you only need to enter your information once. Plus, in your account you can view your order history and create a wish list for anything and everything you like.

What safety precautions for your delivery have you put in place during the COVID-19 pandemic?

Our warehouses are constantly cleaned and sanitized as per highest safety standards and best practices. All our manpower is trained and constantly tested for temperature and other health protocols to ensure a safe environment at all times. Our third-party courier partners will be wearing protective clothing when they deliver your order.
We recommend paying online with your debit/credit card when placing your order to minimize contact when your products.