Frequently Asked Questions


1) Why do I need an account on Carlton London

Benefits of creating an account-

  • It unlocks a range of exciting benefits and opportunities that you get with Carlton London. Exciting discounts, coupon codes, alerts on new arrivals and on top of that fashion tips and fashion trends right in front of you.
  • You are able to view your order history including your order status, and you can re-print order documents.
  • We have your details safe, in case we need to contact you regarding your order.

2) I have forgotten the password to my Carlton London account, how do I log in?

All you need to do is go to the login page, click the 'Forgot Password' option and put in your account email address in the box provided. Once you've pressed the 'Reset Password' button, we'll send a link to your email address to reset the password. If you're still having problems, just give us a call.

3) How do I change my details in my Carlton London account?

If you have already signed up, click into the "My Account" section where there are options for you to change any of your details. You can then make any changes you need to.


1) How do I reach the Carlton London customer support ? 

You can reach our customer support team at from Monday to Friday between 10 AM-5 PM.

2) Is there any phone number for the customer support?

Yes, however at present owing to the pandemic our telephonic customer support is not available till November. We will resume our services by 3rd December 2020

3) How long does customer support take to respond to my queries? 

All queries shall be responded the same day of the receipt or the next working day in case there is a holiday. 


1) What is the estimated time of delivery?

All orders placed on CARLTON LONDON are dispatched through the courier service and it takes 10-12 business days to deliver from the date of order placing considering slowness in the logistics owing to the pandemic. 

All orders of exclusive collection shall take 12-15 business days as they are all made to order articles. 

2) Can I amend my order?

You can amend your order any time before check-out, but once your order has been placed, it cannot be changed.

3) How do I check the status of my order or track my order?

You can check your order status or track your order by filling in your Order id and the email id that was used to the place the order here:

4) How can I check if Carlton London delivers to my PIN code?

Carlton London always updates the pincode serviceability on the store and at the time of checkout if your pincode is not serviceable you will not be able to place the order , however owing to the current pandemic and other factors, the pincode serviceability may change dynamically. We will notify you on the same in case the order needs to be cancelled for that pincode. 

5) Can I cancel my order?

You can cancel an order under 'My Order' option until it has not been processed by the Carlton London operations team. This generally takes 24-48 hours. Once order is processed, we cannot cancel the order.

Alternatively, you can also write to us @

6) What payment method can I use?

We have one payment methods on our online store:

1. Online Payment method powered by Paytm that accepts all major credit cards, debit cards, wallet and UPI options


1) What is your return policy?

Carlton London online sales model is designed to give its customer the comfort of shopping online without going through any hassles and takes care of the returns that may arise due to sizing issues or unknown defects. Please note that item(s) purchased via can only be returned online by placing the Return/Exchange request at within 10 days of the receipt of the product,

All products from Exclusive Collection and Essentials collection cannot be returned by the customer

Return of Goods : Carlton London's 10 days returns/exchange policy gives you an option to return items purchased on for any reason within 10 days of receipt of the item. We only ask that you don't use the product and preserve its original condition, tags, and packaging. You are welcome to try on a product but please take adequate measure to preserve its condition. Once the return order is received at our location we shall investigate the condition of the receipt of the order. After complete quality analysis of the received product, if the product qualifies as unused and undamaged we shall refund the complete money back to the customer in the desired mode. 

2) How do I return my item?

  • You can return your order within 10 days from the receipt of the order and place a return/exchange request here:
  • Only unused and undamaged articles can be returned and images need to be uploaded on the return center. 
  • Once successfully a return request is placed by the customer, our team will accept or reject the return request considering the time frame post delivery after which the return request is made and also the images. Upload at least 3 images of the products. Any request made without images shall be rejected instantly.
  • Only one return/exchange request can be made wherein the logistics charges for Revere pick up and new delivery shall be borne by the brand. In case more than one return/exchange request is made, we will entertain only when the courier charges and logistic charges are borne by the customer in advance. 
  • Upon acceptance of the Return request we will arrange for a pick up from the delivered address and we will notify you once the order is received at our warehouse
  • Our team will run a quality check and if the product passes the QC, we will initiate the refund within 8-9 business days from receipt of the return order in our facility

3) How long will it take for you to refund me?

Once a successful return request is made, a return pick up is arranged that takes around 7-8 business days for the pick up depending on the pincode serviceability. Hence it takes 9-10 business days for the product to be received at Carlton London facility. Once quality check is cleared, within 4-5 business days from the receipt of the order in the Carlton London facility, the refund will be processed. 
All COD orders refund is processed in the Bank Account for which the details are provided by the customer


1) I have a promotional/coupon code, where do I enter it?

To apply a coupon code/discount to your order, the code must be entered into the coupon code field located in your shopping bag. This is a box on the final order review page before clicking the 'Proceed to Payment' button and will require the 'Apply' button to be clicked once entered.

2) The item I want is out of stock, is there any way I can pre order or can be told when it is back in stock?

If the product you order is out of stock, you can reach out to our customer care to get details on that product and will get a chance to pre order the same.