What Is Your Returns Policy?


Our Returns Policy allows you to return unworn items within 30 days of purchase for a full refund to the original payment method. This applies to orders from the UK mainland and Northern Ireland. Orders purchased from carvela.com may only be returned back to our warehouse, as our stores are currently unable to accept these back.

To ensure a successful return, please make sure all items are returned with their undamaged original packaging, including barcodes and tags intact. Items must be unworn and in a saleable condition. For shoes, we recommend trying them on a carpeted surface and returning them in their original, undamaged shoe box. Returns can be made via our Returns Portal here. Refunds will be credited to your original payment method, and are typically processed within 14 working days from the date of return. You'll receive email notifications once your refund has been received and processed by the warehouse.

Any promotional discount that was applied to the original purchase is not valid for any subsequent purchase if the item is returned.

Online returns cost £1.95 per parcel, with additional fees for multiple returns on the same order. The returns cost is non-refundable. To save on costs, it's advisable to return all items in one parcel. We do not currently offer an exchange for online orders, please return your item and re-order the new size/colour.


For international returns information please click here. 



Purchases made in a Carvela stand-alone store can be returned to any stand-alone store alongside proof of purchase. Full-price items should be returned to the chosen stand-alone store within 14 days of receipt. Sale items can be returned for exchange only within 7 days of receipt, provided they are unworn and in saleable condition with proof of purchase.

Carvela Outlet items can be returned for exchange within 7 days of purchase. Items must be unworn and in saleable condition. Returns must be made to a Carvela Outlet store and are only eligible for a refund if faulty.

Carvela items that were purchased in a concession should be returned to the concession directly. Return policies may vary so we recommend referring to their policy directly for further details.

These guidelines aim to provide clarity on our UK online and in-store returns policy, ensuring a smooth and hassle-free returns process for our customers.