My Order

• How do I track my carvela.com order?
• What is the carvela.com order process?
• Can I make changes to my carvela.com order?
• How do I take care of my Carvela items?
• When will I receive my online order confirmation?
• Why has my carvela.com item/order been cancelled?

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Delivery Options

• What are your UK delivery options?
• International Delivery Options
• Can I collect my order from an EVRi Parcel Shop?
• Why is my item being sent from a store?
• Why can’t I select International Delivery?
• What happens if I’m not in when my delivery arrives?

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Returns & Refunds

• How do I return an item via the Returns Portal?
• What is your Returns Policy?
• How long will it take for my refund to process?
• How do I track my Return?
• What is your International Returns Policy?
• How long do I have to return an item?

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Click and Collect

• Which stores offer the Click and Collect service?
• How long will my order take to arrive in store?
• How do I return my Click & Collect order?
• Why can’t I select ‘Click and Collect’ delivery to a Carvela/Kurt Geiger store?
• Can I change my chosen Click and Collect store once I’ve placed my order?
• How will I know when my Click and Collect order is ready to pick up?

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Promotions & Offers

• Do you offer Refer a Friend discount?
• I referred a friend and haven’t received my code yet, why is this?
• Do you offer NHS discount?
• Do you offer Student Discount?
• I didn’t get my welcome discount code – what happened?
• I forgot to add my promotional code before I confirmed my order, can the discount still be applied?

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Product & Stock

• Something I love is out of stock, will you be getting more?
• Can you help with specific product details?
• Can you help me with the right fit?

Stores

• Can I pay with Klarna in one of your stores?
• Can I return my store purchase to the warehouse?
• Who do I speak to about a store purchase?
• What is your Store Returns Policy?

My Carvela Account

• How do I create a My Carvela account?
• How do I reset my password?
• How do I log in to My Carvela account?

Payment & Security

• What does the ‘pending’ or ‘ring-fenced’ status on my bank statement mean?
• What payment methods can I use online?
• What is Klarna?
• When is the payment processed for my order?
• How do I know my payment is secure?
• Why has my payment declined?

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