What is your Returns Policy?


Orders purchased from carvela.com may only be returned back to our warehouse. Our stores are currently unable to accept these back - sorry!

Please return your unworn item within 30 days of purchase for a full refund of goods. We offer returns for orders from UK mainland and Northern Ireland.

All items must be returned with original packaging and all barcodes and tags intact.

We advise to try on shoes on a carpeted surface until you are certain you are keeping them. Shoes should be returned unmarked and in their original, undamaged shoe box as this is considered part of the product.


Returns Cost

Returns cost £1.95 and will be payable when you generate and book your return.

You will be charged per parcel you return, if multiple returns are made on the same order, additional fees will apply. To save on returns costs, it's best to return your items in one parcel.

Please note, if you have multiple orders/order numbers, these must be booked separately on the portal and labels created for each of those with individual tracking numbers. Please do not combine these orders as they could become lost. We are unable to refund orders that are not generated on the portal.

The return cost is non-refundable.

For information on how to to use the returns portal, click here

Is there anything I can’t return online, or in store?
Yes! Our earrings and hair accessories can only be returned if faulty, due to hygiene purposes.
Do try any shoes on a carpeted surface until you know you’re keeping them. Any returned shoes should be unmarked and returned in their original, undamaged shoe box. We do not recommend trying on our shoes on wooden, laminated or delicate surfaces as this may damage the product.
Swimwear can be returned in-store and online with proof of purchase, but make sure you try them over your underwear and without removing the protective hygiene adhesive strip. If this strip has been removed, or items are soiled the return may not be accepted.

FYI: Any promotional discount applies to the original purchase only and if returned, can’t be used for subsequent purchases, sorry.

For international returns information please click here.