Shipping and returns

DELIVERY


Carmina offers a wide range of delivery services to customers using our website. If, however, you need a specific method of delivery, please contact us at eshop@carminashoemaker.com for the request. 

 

Domestic deliveries:

Carmina offers free domestic express delivery on any order. Deliveries are shipped with the UPS courier.

 

International deliveries:

Carmina offers free international delivery for orders over 180 € with two options: express delivery or by post.

Express delivery is shipped through leading couriers. UPS or DHL for deliveries within the EU, UPS or Correos for Asia and Australia and FedEx for the USA, Canada, Switzerland and Latin America. For Mexico and ecuador, clients must be subscribed as importers.

Express delivery takes 1-7 working days depending on the destination.

For delivery by post, we use Spanish Post Office services. Please note, however, that postal deliveries are subject to frequent delay and that the online tracking service offers scarce information.

Delivery by post takes 10-45 days depending on the destination.

Import duties, taxes and charges are not included in the item price or shipping charges. Please check with your country's customs office to determine what these additional costs will be prior to purchasing our products.

 

* Russian and Chinese customers: for customs purposes, deliveries to Russia can only be sent by post.

* Mexican customers: due to a new law restricting the import of Spanish footwear to Mexico, Carmina cannot deliver its products to Mexico unless the customer has an import licence.

* No delivery to PO boxes.

We do accept exchanges and returns on outlet products. No other promotions will apply to these items.  

 

RETURNS

Carmina reserves the right to accept or reject any return. Please read the instructions for return carefully. Carmina will only accept returns requested within 30 days after the date of shipment.

Return conditions:

Carmina will only accept the return of products that are in perfect condition and unused.

How to return an item:

Returning an item is very simple:

1) Write to eshop@carminashoemaker.com reporting the return and wait for the authorisation by one of our agents.

The email must include: costumer’s full name, the order number and name of the item you wish to return.

* Carmina will not accept any returns that have not been previously approved by one of our agents.

 

2) Place the item into a cardboard box to protect it during transit (preferably the original). The parcel should include the original box and all merchandising (flannel bags, sponges, shoelaces, etc.) as well as all the documents that you received with the product.

* For customers outside the EU, there is a section referring to the documents to be included. Please read on.

 

3) Include a note inside the shoe box in which you specify whether it is a "return for refund" or a "return for exchange". If you prefer to exchange your goods, please specify the model and size which you would like instead.

 

4) Send the item to our office. We recommend doing this through a tracking service because since we will not be liable for any loss of returns in transit.

 

Address:


ALZABAL S.L. 

C / Berenger d'Anoia, 60, Piso 2

07300 (INCA)

Spain


IMPORTANT: Not include the name of any of the staff members.


Returns from clients outside the EU:

Clients returning items from outside the European Union must specify both on the cardboard box and on the bill that it is a "return". This is very important to avoid customs duties being recharged.

* Carmina will not be liable for customs duties levied on returns.

 

Returned items made of exotic skins should include the original CITES certificate.

Should a client have lost the attached documents, please email us at eshop@carminashoemaker.com.

Items which cannot be returned:

According to online trading rules, the following items cannot be returned:

. Socks

. Shoes with metal toe cap.

. MTO (made-to-order) shoes

. Any product that has been modified at the customer’s request

Exchanges:

For exchanges, please specify the new product you wish to receive both on the email and in the note attached.

There may be differences in price between the two items. In this case we will contact you and advise you how to proceed with the payment.

Delivery costs and customs duties on returns:

Carmina will not pay for delivery costs and customs duties on returns if outside the European Union.  There exists an in which the shipping costs are attributable to Carmina, that is, faulty items or items that do not correspond to the customer’s order. Carmina will not be liable for customs duties levied on returns for defective items.

 

Returning defective items:

If you receive an item which you believe has any fault, please send detailed pictures to eshop@carminashoe-maker.com. Our customer service team will send you the instructions. If you are authorised to return the product, you must send it to our office in Mallorca. Once we receive the item, our Quality Control department will study the product and if it is found to be defective, we will pay for the delivery costs attributable to the return.