PRODUCT

Q. What are the items I can shop on your online catalog?

A. You can select any of the items listed in our online catalog shared with you by our Carter’s Customer Service agents.

Q. Till when is this online catalog option available?

A. This is an interim solution to ensure you have easy access to your baby’s essentials in a contactless, safe and convenient manner.

Q. Why are only some items available for online shopping?

A. We hope to expand the product range in the future. You can contact our Carter’s Customer Service team for further details on +971 56 188 7784 or +971 56 188 7748

Q. How can I select the right size and fit?

A. A Size chart is available in the catalog to try and make your selection easier. Our Carter’s Customer Service agents are also trained to support you with your decision.

Q. How can I get more information on a product?

A. Product description is available within the Carter’s catalog. However, if you would like to learn more about a specific product, please contact our Carter’s Customer Service team on +971 56 188 7784 or +971 56 188 7748

Q. Are the prices inclusive of VAT?

A. Yes, all prices are inclusive of VAT

Q. Can you gift wrap an item?

A. No. Unfortunately, this service is not available.

ORDERS

Q. How do I place an order?

A. On any product page, you can share the link of that product with our Carter’s Customer Service agents by simply clicking on any of the two Whatsapp buttons. You could also type the style number, size and quantity of the item that you wish to order on the Whatsapp conversation, or alternatively send us a screen shot. Our Carter’s Customer Service agents are reachable on Whatsapp on +971 56 188 7784 or +971 56 188 7748 and they will assist you with completing your order.

Q. What if I want to cancel my order?

A. Order cancelations are possible any time before your items have been shipped. An online refund will be generated, and the value returned to your original method of payment. We will process the refund within 2 business days; however, it may take up to 14 days for your bank to deposit. For any orders that have already dispatched and are on their way to you, these will not be able to be cancelled and instead a return will need to be raised upon receipt of the goods. Please contact our Carters customer service team for assistance on +971 56 188 7784 or +971 56 188 7748 and they will be happy to assist.

Q. Can I partially cancel my order?

A. Partial order cancelations are currently not possible. Please contact our Carter’s Customer Service team on +971 56 188 7784 or +971 56 188 7748 who will be able to assist you further.

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

A. Please accept our apologies if you have not received a confirmation on your order. If payment has been taken, your order is being processed. Please contact our Carter’s Customer Service team on +971 56 188 7784 or +971 56 188 7748 for further assistance.

Q. Missing, incomplete, wrong or damaged orders

A. Please contact our Carter’s Customer Service team for help on +971 56 188 7784 or +971 56 188 7748

Q. Do you have discounts or special offers?

A. Our latest offers will be mentioned on our product catalog, however one of our Carter’s Customer Service agents will be available on +971 56 188 7784 or +971 56 188 7748 to advise you should you need any further assistance.

Q. If I change my mind, how can I modify the order?

A. Please contact one of our Carter’s Customer Service agents on +971 56 188 7784 or +971 56 188 7748 with your order details and we will be happy to assist.

Q. Can I use my gift voucher or offer coupon to shop the online catalog?

A. No vouchers can be redeemed online at this time.

Q. Can I use my gift voucher in addition to the discount that you already have online?

A. No vouchers can be redeemed online at this time.

Q. Am I able to order and get items delivered to countries other than the UAE?

A. No, this service is currently only available in the UAE.

PRECAUTIONS TAKEN DURING COVID-19

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

A. The safety of your family is our priority. We are following all the latest Government directives to prevent the spread of Covid-19. We are ensuring that the highest standards of cleanliness and hygiene are being implemented across our facilities. All our employees are provided with sanitizers and protective materials to ensure both their safety and yours.

Q. Are the couriers taking precautions with face masks and gloves?

A. Our 3rd party logistics partner is following all the latest Government directives to prevent the spread of Covid-19. Their employees are provided with sanitizers and protective measures for their safety and yours.

Q. Are you still delivering during the curfew hours?

A. All deliveries will take place between the hours of 9:00am and 6:00pm excluding Fridays.

PAYMENT

Q. How can I pay?

A. For your safety during the ongoing Covid-19 Pandemic, we are only accepting credit or debit card payments online. On confirmation of your order, our Carter’s Customer Service agent will send you a secure payment link to complete the payment online.

Q. My payment was declined, what should I do?

A. Please contact your bank for further assistance.

Q. Do you offer a discount code?

A. No, our latest offers will be mentioned on our product catalog, however one of our Carter’s Customer Service agents will be available on +971 56 188 7784 or +971 56 188 7748 to advise you should you need any further assistance.

Q. How much time do I have to complete the payment?

A. The order will remain open for payment for a period of 1 hour after which your order will be cancelled. Should you wish to place your order after this period please reach out to one of our Carter’s Customer Service agents on +971 56 188 7784 or +971 56 188 7748who will be happy to assist.

DELIVERY

Q. How do I track my order?

A. We will update you as soon as your order has been dispatched from our facility. Our 3rd party logistics partner will then contact you to advise on delivery timing to your chosen delivery address. However, should you require any further assistance, please reach out to one of our Carter’s Customer Service agents on +971 56 188 7784 or +971 56 188 7748 who will be happy to assist.

Q. When will I receive my order?

A. We will aim to dispatch your order to you within 48-hours and you should receive your order at your designated delivery address within 2 to 3 working days between the hours of 9:00am and 6:00pm.
Delivery restrictions may apply to limited areas throughout the UAE. One of our Carter’s Customer Service agents can assist should your location be based within one of these areas.

Q. My order hasn’t arrived yet

A. All items are sent via our 3rd party logistics partner, who will inform you when your parcel is out for delivery. Please allow 2-3 working days for your order to arrive. Should you wish to track your order please use the delivery reference number assigned to you on Aramex.com or download the Aramex Mobile App.

Q. How can I change or update my delivery address?

A. Please contact one of our Carter’s Customer Service agents on +971 56 188 7784 or +971 56 188 7748 who will be happy to assist you.

Q. What are the shipping costs?

A. Purchases above AED 150 will be delivered free of charge. Orders below AED 150 will be charged at AED 10.

Q. Do you offer cash on delivery?

A. No, for your safety during the ongoing Covid-19 Pandemic, we are only accepting credit or debit card payments online. On confirmation of your order, our Carter’s Customer Service agent will send you a secure payment link to complete your payment online.

Q. Do you ship outside the UAE as well?

A. No, currently we are only delivering within the UAE

Q. Will the delivery agent call me before delivering the item?

A. You will be notified in advance via SMS / WhatsApp / call by our 3rd party logistics partner.

Q. I was not at home at the scheduled delivery time, how can I arrange for another delivery time?

A. Please contact our 3rd party logistics partner on Aramex.com or download the Aramex Mobile App to reschedule a new delivery for at a convenient time.

Q. Do you have the option to collect in-store?

A. No, currently we are only offering home delivery.

RETURN

Q. What is your exchange and return policy?

A. We gladly accept unworn merchandise with original tags attached, along with appropriate proof of purchase. You can exchange or return a product at any of our Carter’s UAE stores for up to 14 days from the date of purchase for an exchange or credit note, excluding, where applicable, the original delivery charges and cash handling fees. Any refunds will be processed using the original method of payment.

Q. What if I receive an item with a manufacturing defect?

A. Goods can be exchanged or returned in any Carter’s UAE store for a period of up to 14 days from purchase.

Q. I received a wrong item, what is the process for exchange?

A. Goods can be exchanged or returned in any Carter’s UAE store for a period of up to 14 days from purchase. Items must be unworn with all tags attached and in a resaleable condition.

Q. What items are not eligible for return?

A. Swimwear and undergarments are not eligible for exchange or refund.

Customer Service

Q. How and when can I reach you on WhatsApp?

A.Our Carter’s Customer Service team can be reached for orders and support on +971 56 188 7784 or +971 56 188 7748 from Saturday to Thursday between the hours of 9:00am until 5:30pm.