Customer Service

We’re listening – and here are answers to your most frequently asked questions.

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Carter’s provides free delivery on selected orders across all cities in UAE excluding some remote / non-service areas (see here for a non-exhaustive list of non-service areas).The following terms and conditions apply.


Shipping charges that are payable by you are subject to the Products ordered and their value. Please find the delivery timeline and shipping charges information below:

Shipping Type Delivery Timeline Order Value Shipping Charge COD Threshold up to and including AED 2500

Standard Delivery

Small/Standard Products

Within City Limits – 3 to 5 working days


< AED 100 AED 10 AED 15
Outside of City Limits – 5 to 7 working days

> AED 100


Free AED 15

Standard Delivery

Bulk Products

Within City Limits – 3 to 5 working days


< AED 100 AED 10 AED 15
Outside of City Limits – 5 to 7 working days

> AED 100


Free AED 15


Cash on Delivery (COD) is available as a payment method for selected orders that may also be eligible for free delivery; please note that COD orders are subject to a service charge (Please see our Payment Policy).

If you request to postpone a scheduled delivery or if you or your representative is not available, then the delivery will be rescheduled to the next available date, which will be communicated to you in advance.

If you do not accept delivery within 14 days or are not reachable, we reserve the right to cancel your order, and a refund will be issued.

At Carter’s, we strive to ensure timely delivery of your orders at all times. Sometimes, unfortunately, due to reasons beyond our control, your delivery slot time may vary due to factors beyond our control or we may have to delay delivery of your Products for which you will be notified within reasonable time.

In situations where it is necessary, we may require the delivery team or the third party installation or assembly service providers to take, transmit, and/or use photos/video of your Products (including its contents, connected Products, accessories and surroundings) for service, claim, and/or quality assurance purposes.

Delivery FAQ’s

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). 15 working days for remote locations, subject to availability of transport.

Do you ship internationally?

No, right now our deliveries are limited within UAE only.

How can I track my shipment?

Currently we do not have live order tracking on the Platform. Status of your order is updated to you via email on regular basis. In case you need any urgent updates on your order status please call our Customer Care team at

Is delivery free, If No, what is the minimum amount of purchase is required for free of charge delivery?

Generally free delivery for a minimum purchase of AED 100­, below AED 100 there will be a delivery charge of AED 10. An AED 15 charge will apply on all COD orders. See here for details of shipping charges that may apply

Will there be an option for express delivery at an extra cost. If so, then what will be the cost?

Currently we do not have express delivery option, but in near future we expect this facility should be available subject to extra cost

Is there cash on delivery facility available? if so, what will be the additional charges?

COD facility is available. Additional COD charges will be AED 15 per order.

Is there any limit on the quantity, weight or dimension of the Products that I can purchase online?

There are no such limits on your ability to purchase. Please make sure there are no physical or technical barriers at your delivery address e.g. narrow passage ways or low ceilings, which may impact delivery of the Products you purchase.

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

No. 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 Products. Orders can be cancelled before dispatch without any charges. See our Cancellation Policy.

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 Products or missing parts, Carter’s will replace it or issue full refund in accordance with our Refund and Return policies and applicable law.

What if I receive an incorrect Product? Can the correct Product be delivered on priority?

If an incorrect Product is delivered due to mistake of Carter’s, it will be replaced with the correct Product within a targeted timeframe 2-3 working days (subject to availability).

What if I don’t like the Products after delivery?

You can obtain a refund within 14 days of delivery provided the Product is unused with original packaging or otherwise complies with our Return Policy.

What if I am unavailable at the time of delivery, which was scheduled after checking my convenience? can I reschedule the delivery? will there be any charges for the same?

Yes, delivery can be rescheduled on the next available date. If you do not accept your delivery within 14 days or are not reachable, we reserve the right to cancel your order and a refund will be issued. 

Can I nominate someone else to receive the delivery on my behalf?

Yes, you can nominate but we would like to have a copy of his/her ID at the time of delivery. Please contact our customer service in advance to nominate the recipient.

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

Yes, you can change the delivery address before dispatch, subject to new location being in the same city, but you need to call our customer service. There are some locations where we cannot make deliveries. 

Can I add a Products to the existing order and include them in the same delivery?

Existing orders cannot be amended to add new Products. You can raise a new order for additional Products. 

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