RETURNS
RETURNING AN ONLINE ORDER
Thank you for
trusting Carmina Shoemaker! We hope that you are satisfied with your
purchase.
Nevertheless,
if for whichever reason you are not satisfied with your purchase, we offer a
30-day timeframe to return your items.
Kindly request your return directly via your Carmina client account, under the My orders section. In the case that you have placed an order as a guest, contact our customer service team at info@carminashoemaker.com.
Customers
within the European Union (EU) are entitled to one free exchange of their
initial order. Customers in the EU may return unworn and undamaged shoes
within 14 days of delivery for a full refund. If you choose to use our provided
return label, a return shipping fee of €25 will be deducted from your refund.
This fee covers the cost of return shipping of up to 2 pairs. Our CS team will provide you
with a return label upon submitting your return request.
The client must notify us of their intention to return within 30 days of receiving their order directly via info@carminashoemaker.com. The items must be shipped within 14 days after notifying us of their return. We are unable to process returns that are received outside of this time frame.
To ensure efficient and secure handling of returns, we kindly ask that items be returned in their original packaging or in a suitably sized box proportional to the product.
Returns sent in excessively large or inappropriate packaging may incur additional shipping costs. In such cases, we reserve the right to request payment of the difference or to deduct the corresponding amount from the refund.
PRODUCTS NOT
ELIGIBLE FOR RETURN
In accordance
with the rules of regulation of online commerce, the following items cannot be
returned:
• Socks
• Shoes
with metal toe-caps or half-rubber outsole installed per the client's request
• Custom and
MTO products
• Any
product which has been modified by the client's request
• Any
item which has been used, and therefore, cannot be resold
Kindly refer
to the product descriptions before placing an order. Any items we have to
return to you will also incur shipping costs.
EXCHANGES
Customers within the European Union (EU) are entitled to one free exchange of their initial order. If the item you received doesn’t meet your expectations or requires a different size or colour, simply contact our customer service team to arrange for an exchange at no additional cost. Kindly note that we will have to request the separate payment to cover shipping expenses for subsequent exchanges.
There may be a difference in price between items. In this case, we will be in contact with you to inform you of how to proceed with the payment.
We will notify you once your parcel has arrived at our installations, and has been logged into our system. The time frame, within which the requested items are processed and shipped, is of 2–7 days. All exchange items are subject to stock availability and price. We will inform you in the case that an item has to be manufactured, as well as any outstanding payments in the event of exchanging for an item that is priced differently from your original order.
We offer free shipping for items exceeding a value of €180/€250 (EU/ROW). Kindly note that we will have to request separate payment to cover shipping expenses for subsequent exchanges and those containing gifts or items under €180/€250.
If you have any doubts regarding stock availability or prices, contact our Customer Service team via info@carminashoemaker.com. All exchange orders will benefit from a new tracking number, which will be provided via the email linked to your order.
Items returned without authorisation will not be refunded or exchanged.
RETURNS AND EXCHANGES FOR NON-EU CUSTOMERS:
To avoid
customs delays or incorrect declaration of shipment values, we require
customers returning products from outside the EU to use the courier service
designated by Carmina Shoemaker - DHL or National post service. This ensures the proper handling of
customs documentation and importation processes.
The invoice must be included within the parcel. It must also be specified on the box, and the invoice, that this is a return. The client must also ensure that the shipment’s declared value is in EUR and coincides with the original invoice. This is to ensure that customs processes can be completed in an efficient manner. Shipments with the value declared incorrectly can experience significant delays at customs, and even be returned to sender.
Upon request,
we will provide a pre-paid return label for your return. The cost of this
service will be deducted from your refund or paid separately, unless the return
is due to a defective or incorrect item. Returns processed with our pre-paid
labels benefit from expedited customs clearance and shipment coverage in the
event of loss or damage.
Failure to
Use Designated Courier: If you choose to select a different courier service for
returning the products, you will be responsible for any additional customs
duties, taxes, or import fees that may be incurred. Carmina Shoemaker cannot be
held liable for customs rejections, delays, or lost shipments resulting from
the use of an unapproved courier. Please contact our customer service team for
further information and pricing.
THE RETURNED
ITEM'S CONDITION
We can only
accept the return of items in their original condition. All returns are
inspected upon their arrival. We may have to reject a return should it present
signs of wear or damage (e.g. wrinkled vamps, scratched soles, etc.). We will
have to charge the costs associated with your shipment or deduct the damages
from your refund. We highly recommend that you try the shoes on a carpet floor.
SHIPPING AND
CUSTOMS COSTS RELATED TO RETURNS
Carmina Shoemaker will not cover the return shipping and customs costs, with the exception of those products for which the return is attributable to Carmina. This would include defective items or those which do not match the client's order.
DEFECTIVE
ITEMS
You must
verify the conformity of the products at the time of delivery, preferably
before trying on the shoes. If you believe that a product you received is
defective, please notify our team immediately via info@carminashoemaker.com ,
and indicate the problem (we recommend sending photos of the defective
product). In most cases, we will need to inspect the items and arrange a prompt
collection. After the inspection, we will contact you to offer an appropriate
resolution. If the reported failure is deemed to be the result of wear, and/or
the shoes have been worn, we cannot accept responsibility.
REFUNDS
Processing
time for your refund is 7–14 business days after the confirmation receipt notification.
EXOTIC LEATHER ITEMS
Orders containing exotic leather items will not be eligible for cancellation once the CITES certificate has been requested. CITES documentation is requested approximately 2-7 days after the order has been placed.
Please refer to our terms of use for more information on order cancellations.
RETURNS AT
CARMINA STORES
For the time
being, we are unable to process any returns (refund or exchange) of any items
purchased online at www.carminashoemaker.com through any of our official
Carmina Shoemaker stores.
If you
attempt to return an order outside of these conditions, we may have to return
it to you, and ask you to cover shipping costs. Carmina Shoemaker reserves the
right to accept or reject any return. Please read the return instructions
carefully.
