FAQ

Frequently Asked Questions (FAQs)

• What is Carter Vale?

Carter Vale is an online store brand offering curated, high-quality clothing and accessories for men and women at affordable prices. Our mission is to blend luxury with accessibility, ensuring everyone can experience elegance without the extravagant cost.

• Where do your products ship from?

Our products are shipped directly from our partnered suppliers located in various regions, This direct-to-customer model helps us keep our prices competitive.

• What is the shipping time?

Shipping times typically range from 6 to 14 days, depending on the destination. Please note that certain factors like customs clearances, local delivery practices, and holidays might impact the delivery timeline.

• How can I track my order?

Once your order has been shipped, you will receive a tracking number via email. You can use this number on our "Track Order" page to get real-time updates on your shipment.

• What payment methods do you accept?

We accept all major credit cards (Paypal, apple pay, Visa, MasterCard, American Express, etc.), as well as other popular payment methods available in your region.

• Is my payment information secure?

Absolutely. We prioritize your security and use advanced encryption and secure servers to protect all your sensitive information.

• What is your return and refund policy?

We only accepts to resolve the return/refund request sent to us within 3 days from the date the customer receives the item (the date on the shipment online tracking). We are committed to providing you with the absolute best products and are happy to replace your order for any of the following reasons:

1. The product is flawed.
2. The print quality is poor.
3. The product you received is different from the product originally represented on our site
4. Please email us with photos/videos of the product you received along with detailed conditions as below:
5. Item must be purchased on the website at Nextnova
6. The shipping label on the package is readable
7. The photos/videos have to clearly indicate the problem with your received products (such as size label, actual measurements, etc..)

We will use this information to look into a replacement and prevent future errors. Our customer service team will review your claim. If your claim is approved, we will provide you with a replacement free of charge.

Note: Damaged or defective items returned without their original packaging will not receive a refund.

• Do you offer a money-back guarantee?

Yes! If you’re not happy with your purchase for any reason, contact us within 3 days of receiving the item, and we'll process a full refund after the product has been returned and inspected.

• Are there any customs or import duties?

Customs or import duties may be charged once the parcel reaches its destination country. These charges must be paid by the recipient and vary from country to country. We recommend checking with your local customs office before ordering to avoid unexpected charges.

• Can I change or cancel my order?

Yes, you can change or cancel your order within 6 hours of placing it. Please contact our customer service team as soon as possible, and they'll assist you.

• How do I contact customer service?

You can reach our dedicated customer service team via email at sales@cartervale.com. We aim to respond to all inquiries within 24-48 hours.

• Do you offer any warranties on your products?

Certain products come with a manufacturer's warranty. The details of these warranties can be found on the product pages. If you have any issues, please don’t hesitate to contact us.

• Why choose Carter Vale?

Carter Vale stands at the intersection of luxury and affordability. We curate high-quality, fashion-forward collections, ensuring every individual can experience premium style without the premium price. Our commitment to quality, ethical sourcing, and unparalleled customer experience makes Carter Vale the discerning choice for modern fashion enthusiasts.