Returns Policy

December 31, 2025 · Updated

Returns Policy

• Please reach out to us at carbonandstars@outlook.com within 7 days of receiving your order.

• Include in the email:

  • Your order number;

  • your name and address

  • Photos, where relevant, of issues defects with the product.

  • please bear in mind that some products are frayed, faded, vintage or distressed style. This is not considered a defect but part of the design of the garment. And cannot  returned 
     

What happens next?

• We aim to process all requests within 7 working days.

• If your return or refund request is approved, please contact our customer service team to obtain the correct return address and instructions. Returns sent without prior confirmation will not be accepted.

• Carbon and Stars will not accept unconfirmed returns.

Returned items

• All returned items should be unused, unworn, and unwashed. 

• Carbon and stars does not accept worn, stained, damaged, worn, or altered items. 

• We do not provide freight-to-collect (FTC) service for returning the package; the return shipping cost will be at your, the customers  expense. This also applies where shipping was free 

Refund

• If your refund request is confirmed, Carbon and Stars will return the money to the account used to pay for the order in the currency it was initially bought in. Minus any shipping costs.
   

Can all items ordered from Carbon and Stars be returned?

Our return policy applies to most items, but a few exceptions exist. Those listed below cannot be returned:

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• All of our products are made to order, so unless there is a technical error or defect with the product, your order / product cannot be returned or refunded

• Deliberately damaged items;

• Items sent back for return more than 7 days from the date of receipt;

• Items accurately printed according to the designs or tech packs provided to us that the purchaser decides are not what they intended or no longer want;

• Items deemed to no longer be required due to delayed delivery due to misinformation provided to us or the manufacturer, such as a recipient’s incorrect phone number or shipping address, flat / house number, name or postcode.

Can I cancel my order and get a refund before my order arrives?​

• Orders can only be canceled and fully refunded while they are in the "In Review" status.

• Should you wish to cancel your order, please get in touch with our customer service team at carbonandstars@outlook.com . 

Can I get a refund if my order is not shipped on time?

Made to Order-orders

• We aim to complete the production of made to order - orders within 3-7 working days and to ship items no later than the 8th working day (calculated from the date the order is paid for). 

• If you have not received any logistics or shipping information by the end of the 7th day, we will refund you a maximum of 10% of your original commodity price as compensation.*
   

How long do I have to submit a return or exchange request?

• Any claims for misprinted/damaged/defective items must be submitted within 7 days of receiving the product. Send these requests to carbonandstars@outlook.com.

• For packages lost in transit, all claims must be submitted no more than 7 days after the estimated delivery date.

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