*All products with shipping address to Japan will be governed by the terms and conditions stipulated in the Japanese language.
*配送先住所が日本であるすべての製品には、日本語で規定された利用規約が適用されます。
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 time-frame 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.
Clients returning orders from outside the European Union must include their invoice within the parcel. It must also be specified on the box, and the invoice, that this is a return.
In order to return exotic leather items, both the original CITES and the exit CITES from the client's country must be included. Obtaining and processing all the necessary documentation to return any product made with exotic leather is the responsibility of the client. If you have lost the original CITES documentation, please contact info@carminashoemaker.com. Carmina Shoemaker will not be responsible for the lack of documentation necessary to process returns with CITES, for the rejection of this at Customs and will not cover any loss related to its inadequate return.
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.
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 installed by 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.
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 (eg. 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.
EXCHANGES
If returning for an exchange, please indicate in your petition, as well as on the note included with all other documentation, the new product you would like to receive.
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 2-3 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.
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.
Kindly note that items returned without authorisation will not be refunded or exchanged.
REFUNDS
We will issue your full refund for returned products via the same payment method used for the original purchase - as long as the products comply with all of the terms listed above. Processing time for your refund is 7-14 days after the confirmation receipt notification.
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.
*All products with shipping address to Japan will be governed by the terms and conditions stipulated in the Japanese language.
*配送先住所が日本であるすべての製品には、日本語で規定された利用規約が適用されます。