Returns & Refunds

Last updated: August 25, 2026

Cartello offers products from independent brand partners. Your purchase is made through Cartello, while individual products may be shipped and physically processed for return by the brand partner that supplied them.

Return window

You may request a return within 30 days after the item is delivered, unless the product page clearly identifies the item as final sale or states a different return condition. A return must be approved before it is shipped.

Return eligibility

To qualify for a return, an item must generally be unused, unworn, unwashed, uninstalled, and in its original condition with all tags, manuals, accessories, and original packaging. Proof of purchase is required.

For safety and hygiene reasons, opened or used personal-care, beauty, health, intimate, or hygiene products generally cannot be returned. Perishable goods, hazardous materials, digital products, gift cards, personalized or custom-made items, and items marked final sale are not returnable unless they arrived damaged, defective, or incorrect.

How to request a return

Email support@cartello.us with your order number, the item you want to return, and the reason for the return. Include clear photos if the item is damaged, defective, or incorrect.

Cartello will coordinate the request with the brand partner that fulfilled the item. When approved, return instructions and, when applicable, a return shipping label will be provided. Do not send an item to Cartello's mailing address or directly to a brand partner without approved instructions. Unapproved returns may be refused or delayed.

Damaged, defective, or incorrect items

Please inspect your order when it arrives and contact us as soon as possible—preferably within 7 days—if an item is damaged, defective, incomplete, or incorrect. We will work with the fulfilling brand partner to resolve the issue. Approved supplier-error returns will not be charged return shipping or restocking fees.

Return shipping and fees

For returns based on preference, fit, color, or a change of mind, return shipping and any applicable restocking fee may be deducted from the refund. Any applicable fee will be disclosed before you complete the return. Original shipping charges are non-refundable unless the item was damaged, defective, incorrect, or otherwise required by law.

Refunds

Refunds are issued after the returned item is received and approved by the fulfilling brand partner. The refund is sent to the original payment method. Your bank or card issuer may require additional time to post the credit after it is issued. For orders containing products from more than one brand, each returned item may be processed separately.

Exchanges

Because products are supplied by multiple independent brands, direct exchanges are not guaranteed. The fastest option is usually to return the eligible item and place a new order after the return is approved.

Cancellations

Contact us immediately if you need to cancel an order. Cancellation is not guaranteed after a brand partner begins processing or ships the order. If cancellation is no longer possible, the item must follow the applicable return process after delivery.

Questions

Contact Cartello at support@cartello.us. Cartello manages customer communication and refunds, while the appropriate brand partner handles fulfillment and the physical return process.