How do I return something I bought online in the UK?

Returning something is easy! Just send it back to us, unworn and in its original packaging (with shoe boxes, barcodes and tags) within 30 days of purchase for a full refund. Refunds will appear in your account within 14 working days of us receiving your items.

We also offer free returns for orders from UK

Sadly, for orders made outside of the UK, we don’t offer a free returns service so you will need to pay for the items to be shipped back to the UK. Please click here for details on international returns.

FYI: Do make sure you keep your proof of return, otherwise we can’t help with any return’s issues.

Can I take online orders back to a free-standing store or concession?
Sadly not. These need to be returned via our carvela.com returns methods here.

 

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ONLINE RETURNS VIA ROYAL MAIL

To return via Royal Mail, complete the enclosed invoice and include it with your packaged items. Return through your local Post Office branch or Royal Mail Customer Service Point in over 12,500 locations, being sure to obtain proof of postage. No printer required, simply visit Royal Mail tracking service

 

Step by step details below - 

1. Visit the Royal Mail website to register your free return. You will need your order number for this.

2. Once completed Royal Mail will email you a tracked returns label. You can print this (PDF file) shipping label at home or use the QR code at the bottom of your email to scan at the Post Office. 

3. Package up your items and include your completed returns note. Please ensure any previous shipping labels on the parcel have been removed or covered.

4. Take to the Post Office and ensure you obtain proof of postage. Please keep this until your return has been received and your refund processed.  

 

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ONLINE RETURNS VIA EVRi

1. Your returns note will have an EVRi shipping sticker included. Package up your items and include your completed returns note.

2. Attach the EVRi shipping label to the parcel ensuring all previous labels have been removed/covered and take to any EVRi Parcel shop. Find your nearest at EVRi parcel store.

3. Ensure to obtain and keep proof of postage. Please keep this until your return has been received and your refund processed.  

Please note returns sent via EVRi can stay in their network for up to 14 days before being delivered back to our warehouse. Kindly allow this time before contacting us. 

 

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How do I book an EVRi collection?

EVRi can pick up your returns from you, so you don’t even need to leave the house. (Cool right?)

Please note, you will need to print the label at home for this service.

1. Complete your returns note and include it with your packaged items.

2. Visit https://www.evri.com/return-a-parcel to book your collection on a date that suits you. You will need your order number for this.

3. You will then be issued a returns shipping label. Attach the EVRi shipping label to the parcel ensuring all previous labels have been removed/covered

4. Once courier arrives to collect your parcel, ensure to obtain proof of postage. Please keep this until your return has been received and your refund processed.  

In the event EVRi fail to collect on this day, please check your tracking to see if another collection has been rescheduled or you may need to re-book another one here

Please note returns sent via EVRi can stay in their network for up to 14 days before being delivered back to our warehouse. Kindly allow this time before contacting us.