How to start a return
To start a return, email support@carryonwear.com and tell us your order number and name. The full steps are below.
- Email support@carryonwear.com with your order number and name.
- Explain the reason for your return, for example the wrong size, fit or capacity. If you received the wrong product, or you are reporting a defect, please give us the details.
- There is nothing to justify. Tell us it did not work and that is reason enough - we will not ask you to explain further.
- Wait to hear from us before posting anything back - once we receive your email we will confirm the exact return address to send to.
We aim to acknowledge your return within 2 business days. As soon as we receive your return, we will credit you with a full refund for the products and your shipping costs.
Return shipping
All we ask is that you pay for the return shipping. The only exception is if the products were sent in error or are accepted as defective, in which case we will cover the cost of the return shipping, if any.
Changed your mind? That is reason enough
Carry On is intimate, absorbent underwear worn against the skin, and you cannot really know how it fits until you wear it. If it did not work for you, send it back within 30 days for a full refund, following the same procedure above. You do not need to tell us why.
Exchanges
Want to exchange instead? Follow the same return procedure and tell us what you would like to exchange. If there is a credit owing, we will provide it; if there is a higher amount to pay, we will let you know. The fastest way to get what you want is to notify us, return the item you have, and once the return is accepted we will send the new items and confirm any under or over charge.
Trial Pack returns
Trial Pack purchases are eligible for either a refund (if you changed your mind) or a credit towards your first full order, not both. Only one Trial Pack credit per customer can be applied to a future order. You can always contact us with any return question at support@carryonwear.com.
Damaged or incorrect items
Please inspect your order on arrival and contact us immediately if an item is defective or damaged, or if you received the wrong item, so that we can resolve it as fast as possible.
European Union: 14-day cooling-off period
If your order is being shipped into the European Union, you have the right to cancel or return it within 14 days, for any reason and without justification. As above, the item must be in the same condition you received it, unworn and unused, with tags and in its original packaging, and you will need the receipt or proof of purchase.
Refunds
We will notify you once we have received and inspected your return, and let you know whether the refund was approved. If approved, you will be refunded automatically to your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund. If more than 15 business days have passed since we approved your return, please contact us at support@carryonwear.com.
Your consumer rights
Nothing on this page takes away the rights you have under the law that applies where you live, including the Australian Consumer Law for our Australian customers. If a product is faulty or not as described, your legal rights stand regardless of anything written here.