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Popular FAQs

    How do I track my carvela.com order? 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?

FAQs Topics

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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