Answers to Your Questions: Carnaby Lane FAQs

Carnaby Lane's jumpers are uniquely crafted by skilled Nannas with decades of experience in hand-knitting. Each jumper is then personalized with lettering which is appliqued to the jumper made with liberty london fabric. With a bespoke touch, this means that no two jumpers are the same.

Please ensure you select the correct size as personalized items cannot be exchanged. This item is one-of-a-kind and only available in the specified size.

We provide detailed sizing guides on our website, listed on each individual product, to help you choose the perfect fit for your child. You can also contact us for direct assistance and recommendations.

• Please note that all personalized cardigan and jumper orders are excluded from refunds or exchanges unless they are faulty.
  
• To initiate a return or exchange, please email us at order@carnabylane.com with your order number and reason for return within 30 days of receiving your order. Items sent back to us without prior authorization will not be accepted.

• We accept returns and exchanges for non-personalized items within 30 days of purchase. The item must be unused, in its original packaging, and in the same condition that you received it.
  
• Sale items are final sale and cannot be returned for an exchange or refund unless they are faulty.
  
• Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 10 days.
  
• You will be responsible for paying for your own shipping costs for returning your item unless the return is due to a mistake on our part or a faulty item.
  

Contact Us

• If you have any questions about our return and refund policy, please contact us at order@carnabylane.com.
  

Full details are on our return and refund policy at the bottom of our website.

We offer the option to personalize jumpers with letters or numbers, although this is at a maximum of one item. Due to the spacing and size of the cardigans, and the applique work, we are unable to add any more than one.

We strive to process orders quickly to ensure timely delivery, but we understand that circumstances may change. If you need to cancel or modify your order, please contact us as soon as possible, and we'll do our best to accommodate your request.

Due to the customized nature of our products, cancellations or changes cannot be made once your order has started the applique process.

Note that our products are loving hand made, which means that they will not be 100% perfect.

However we do strive for quality. If you encounter any issues or defects with your jumper, please don't hesitate to contact us as soon as possible.

We take pride in the quality of our products and want to ensure that you're completely satisfied with your purchase.

We will work with you to address any concerns and find a suitable solution.

Your satisfaction is our top priority, and we're here to assist you every step of the way.

Thanks for considering us in a partnership. We love collaborating, and would be keen to chat. Reach out to us: hello@carnabylane.com to chat further.

To ensure the longevity of your jumper, we recommend following the care instructions provided with your garment.

Generally, a gentle/ wool machine wash in cold water and laying flat to dry is recommended to preserve the quality of the knit fabric and prevent stretching or shrinking.

While we recommend hand washing our jumpers to preserve their quality and longevity, they can also be machine washed on a gentle cycle with cold water.

Please refer to the care instructions provided with your garment for specific washing guidelines.

We offer e-gift certificates for those who want to give the gift of choice. Our gift cards can be purchased online and redeemed for any Carnaby Lane products.

Absolutely! You can add a personalized message to your gift order during the checkout process. Simply enter your message in the designated field, and we'll hand write it on a card and include it with your package.

Each cardigan / jumper is custom-made to order, please allow 1-2 weeks for production before your order is dispatched.

Shipping times may vary depending on your location and chosen shipping method.

Cardigans are sent to our embroidery team every Monday morning.

Orders placed after Monday will be processed the following week.

Once your order has been dispatched, you'll receive a shipping confirmation email with a tracking number.

You can use this tracking number to monitor the status of your delivery online.

We'd love to accommodate the globe. We strive to make our products accessible to customers worldwide and offer various shipping options to accommodate different locations.

Please contact us to discuss shipping options, including costs and taxes.

Sometimes it might be faster / cheaper for you to find something locally. We have a list of companies who deliver a similar product in other parts of the world.

Our jumpers are made from high-quality materials and are designed to be gentle on children's skin. Full material details are available for each product on the website. However, if your child has specific sensitivities or allergies, we recommend consulting with a healthcare professional before making a purchase.

Yes, we offer ordering options for retailers and businesses interested in carrying Carnaby Lane products. Please contact us for more information and pricing details.

You can reach our friendly customer service team via email at hello@carnabylane.com or through our contact form on the website. We're here to help with any questions or concerns you may have!

To stay informed about the latest news, product releases, and exclusive promotions from Carnaby Lane, be sure to sign up for our email newsletter and follow us on social media. You'll be the first to know about exciting updates and special offers!