Refund policy
Our Return and Refund Policy aims to ensure a smooth and transparent experience. Please review the guidelines below for eligibility, processes, and timelines for returns, refunds, and exchanges.
Policy Overview
- Return Period: 30 days from delivery date
- Refund Processing Time: 10 business days from receipt
- Return Shipping Costs: Covered by customer unless the item is defective, damaged or incorrect.
- Restocking fee: We do not charge any restocking fee.
Order Cancellations
You may cancel your order within two hours of purchase by contacting our customer service team. If your order has already been shipped, please follow the steps in our Return Instructions below.
Return Conditions
We offer returns under the following conditions:
- Return Window: Items can be returned within 30 days of delivery.
- Item Condition: Items must be in their original, unused condition and in the original packaging.
- Receipt or Proof of Purchase: Required for all returns.
Return Instructions
To start a return, please follow these steps:
- Contact Customer Service: Email support@laurentcarter.com with your order number, reason for return, and any supporting photos if applicable.
- Receive Return Authorization: Our team will review your request and provide a return authorization and detailed instructions.
- Return Packaging: Safely package the item, ensuring all tags and original packaging are included, and attach the return authorization form.
- Shipping: Use a reliable shipping service with tracking. Return shipping costs are covered by the customer or covered by us if defective or incorrect.
- Return Address: Our Team will provide you with the best address to send your return to once you informed them about your refund request.
Refund Policy
Approved refunds will be processed to your original payment method within 10 business days. Your bank or credit card provider may require additional time to post the refund.
If you do not receive the refund within the expected time, please check with your bank. For further assistance, contact us at support@laurentcarter.com.
Exchange Policy
We offer exchanges for incorrect or defective items. Contact us within 30 days of delivery, and we’ll cover the return shipping costs for eligible exchanges. If an incorrect size was ordered, please follow the return process and then place a new order for the correct size.
Exceptions and Special Cases
- Defective or Damaged Items: If your item arrives damaged or defective, contact us within 48 hours. We’ll arrange a replacement at no cost by resending the item to your address.
- Incorrect Product: If you receive an incorrect item, please contact us, and we’ll cover the return shipping and send you the correct item promptly.
- Lost Packages: If your package does not arrive within the estimated timeframe, contact us so we can initiate an investigation with the shipping carrier.
Contact Information
E-Mail: support@laurentcarter.com
Phone: +1 213-205-4937
Store Name: Laurentcarter
Company name: Ganntz GmbH
Company number: HRB 111655
Company Address: Altseitersweg 11F, Neunkirchen, Saarland, 66538, Germany
Customer Service Hours: Monday to Friday between 9:00 am to 5:00 pm. EST