FAQ
We want you to love what you ordered. If something arrived wrong, we're here to make it right.
Returns
You have 15 days from the date you receive your order to request a return.
What qualifies for a return
Because most of our products are made to order, we accept returns only where the item qualifies as:
- Damaged upon receipt,
- Defective, or
- Incorrect (i.e., what you received was not what you ordered).
We do not accept returns for buyer's remorse, change of mind, or incorrect size selection. Please check the size chart on each product page before ordering — we carry XS–4XL and list measurements for almost every garment.
Condition requirements
Any return must be in the same condition that you received it — unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.
How to start a return
To start a return, contact us at info@cartepostale.co. Please include:
- Your order number,
- The reason for return, and
- A clear, unedited photo of the unopened or unused item, with the invoice showing your name and order number visible.
Return claims will not be processed without these proofs. Please don't send anything back before contacting us and receiving confirmation.
Where to send your return
Once your return is approved, it will need to be sent to:
Carte Postale Care 520 E Church Street 1033 Orlando, FL 32801
We recommend a tracked service; we can't be responsible for returns lost in transit.
Refunds
Once we receive and inspect your return, we'll email you to confirm approval. Approved refunds are issued to your original payment method within 5–10 business days. Depending on your bank or card issuer, it may take additional time to appear.
Non-returnable items
- Gift cards
- Final-sale or clearance items (clearly marked as such)
- Any item outside the 15-day window, or that is worn, used, washed, altered, missing tags, or not in its original packaging
- Any claim submitted without the required proofs above
Order changes & cancellations
Because production often begins quickly, please email info@cartepostale.co as soon as possible if you need to change or cancel an order. We'll do our best, but once an item has entered production we may be unable to modify it.
EU/UK statutory rights
If you are a consumer in the EU or UK, you may have a statutory right to cancel certain orders within 14 days of delivery. Note that goods made to your specification or clearly personalized may be exempt. These statutory rights are in addition to, and not limited by, this policy.
Questions? info@cartepostale.co
Shipping
Here's exactly what to expect:
Processing time
Most of our products are made to order. That means we print, embroider, or assemble your item after you order it, so it takes a little longer than off-the-shelf goods — and it's why the quality is what it is.
- Production/processing: typically 2–7 business days before your order ships.
- Stocked items (stickers, patches, postcards) usually process faster.
- Orders with multiple items may ship in more than one parcel, occasionally arriving separately at no extra cost to you.
Shipping time (after processing)
- United States: approximately 3–8 business days
- International: approximately 7–21 business days, depending on destination and customs
Total delivery time = processing time + shipping time. These are estimates from our carriers and fulfillment partners, not guarantees.
Shipping rates
- Calculated at checkout based on destination and order size.
- Free standard shipping on U.S. orders over $75.
International orders, customs & duties
We ship to many countries. Import duties, taxes, and customs fees are not included in the item price or shipping cost and are the recipient's responsibility. Customs policies vary widely — please check with your local customs office if you're unsure. Delays caused by customs are outside our control.
Tracking
You'll receive a shipping confirmation with tracking once your order is on its way. If tracking hasn't updated within a few days of the shipping notice, please allow a little time for the carrier to scan it, then contact us.
Lost, delayed, or stuck shipments
If your order is significantly delayed, lost, or stuck in tracking, email info@cartepostale.co and we'll help resolve it with our carrier or fulfillment partner.
Wrong or incomplete addresses
Please double-check your shipping address at checkout. We're not able to reroute an order once it's shipped, and orders returned to us due to an incorrect or incomplete address may incur a reshipping charge.
Questions about a shipment? info@cartepostale.co