Can I return something internationally?
Yes. Just return your item, unworn, in its original packaging within 30 days of purchase for a full refund. Unfortunately, you will need to pay for the items to be returned by post back to the UK – we don’t offer free international returns, sorry. Please note, we are unable to refund return shipping costs.
Can I exchange something internationally?
Sadly not, but you can return something – see below.
How do I return something internationally?
Any returned items are your responsibility until they reach our warehouse, so please do follow the instructions below:
1. Pack them securely to prevent damage in transit. Include your completed returns note and remove any previous shipping labels on the parcel or cover them.
2. Return your item to:
Carvela Online Returns,
c/o DSV Solutions Ltd,
3. Use a trackable service that insures you for the value of what you’re sending back to us.
4. Make sure you keep your proof of postage until your return has been received and your refund processed. If you don’t keep it, then unfortunately we can’t help with any issues that come up.
As soon as the item is confirmed back into our warehouse, we will process your return and you’ll be notified.
FYI: Any promotional discount applies to the original purchase only and if returned, can’t be used for subsequent purchases, sorry.
How long do I have to return an item bought internationally?
Send it back to us, unworn, within 30 days of purchase for a full refund. All items must be returned with original packaging and all barcodes and tags intact – and see above, until it reaches us the return is your responsibility. Earrings and hair accessories can only be returned if faulty, due to hygiene purposes.
It’s best to try 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.
Swimwear may be returned 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.
Can I use the free PayPal returns service?
If you order through PayPal and activate ‘Return Shipping on Us’ you may qualify for refunded returns for up to $30/€15 on 12 eligible purchases a year.
Find out more at https://www.paypal.com/us/webapps/mpp/returns (USA) or https://www.paypal.com/uk/webapps/mpp/refunded-returns (Europe).
How long will it take for my international refund to process?
It should take 14 working days for your refund to be processed from the date you send your parcel back to us. You'll get an email from us when we’ve received your returned item and another email to let you know it's been processed. You can also track your return with your proof of postage receipt to see if it has arrived back to us.
All refunds will go back to your original method of payment, and once the refund has been processed, allow 3-5 working days for it to show in your account.
After the 14 days have passed (we can’t help before then sorry) and you haven’t received a refund get in touch with us here with your proof of postage so we can check this for you. Have your order number, returned items, and images of your proof of return receipt ready. This must be reported to us within 30 days (from when the return was sent back) or we can’t help, sorry!