We want you to love your purchase, but if something’s not quite right, you can return your unworn items within 30 days of purchase for a full refund to your original payment method.
This applies to orders from the UK mainland and Northern Ireland, and all online orders from carvela.com must be returned to our warehouse — sadly, our stores are currently unable to accept these returns.
To help us process your return quickly, please make sure:
- All items are unworn and in a saleable condition
- Original packaging, barcodes and tags are intact and undamaged
- Shoes are tried on indoors, on carpeted surfaces, and returned in their original, undamaged shoe box
You can book your return through our Returns Portal here.
Your refund will be processed within 14 working days from the date we receive your parcel, and we’ll keep you updated with email notifications once your refund has been received and processed.
A Few Special Return Guidelines
- Earrings and hair accessories can only be returned if faulty (due to hygiene reasons).
- Swimwear: You can return it both in-store and online, but please try it on over your underwear and make sure the protective hygiene adhesive strip stays intact. If this strip has been removed or the items are soiled, we may not be able to accept the return.
A Quick Note About Discounts
Any promotional discounts applied to your original purchase won’t carry over if you place a new order after returning an item — these discounts are only valid for the original purchase.
What Does It Cost?
Returns cost £1.95 per parcel and are payable when you book your return via the portal.
If you need to send multiple parcels for the same order, additional fees will apply — so to save on costs, we recommend returning everything in one parcel where possible.
At the moment, we’re unable to offer exchanges for online orders, so if you need a different size or colour, just return your item and place a new order.
International Returns
For information on international returns, please click here.