HOW TO MAKE A RETURN?

You have a period of 30 days from the date of receipt of your package to make a return. Carven offers two ways of returning goods: online or in one of our boutiques.

 

How can I return a product online?

Maison Carven offers free return shipping, within the limit of one return per order.

Before sending back your items, all you have to do is:

1 – In your customer account, under the section "My orders", click on the order in question and then on "Return request". Select the item(s) you wish to return.

2 - Close the package with the item(s) to be returned and stick the prepaid return label.

3 - Schedule a DHL collection by clicking on the following link: https://mydhl.express.dhl/ and then on "schedule a collection" to agree on an appointment (date, time slot and place) for the collection of the item(s).

Your refund will be made in the same method of payment used at the time of purchase and within 14 days of receipt of the item(s), subject to acceptance of your return.

 

How do I return a product in boutique (in France only)?

Before visiting our boutique to return your items, follow the following steps:

1 - Go to your customer account, in the "My orders" section, click on your order in question and then "Return request". Select the item(s) you wish to return.

2 - Visit your nearest Carven boutique.

 

Your refund will be made with our sales advisor via the same payment method used at the time of purchase and will be effective within 3-4 days following your visit to the shop, subject to acceptance of your return.

 

Return conditions:

When returning the item(s), put the item(s) back in its (their) original packaging, together with all accessories and documents provided (notices, guarantees, certificates of authenticity) as well as the delivery note. We recommend that you take all necessary precautions to ensure its protection. Any item not returned, returned incomplete, damaged, deteriorated, soiled or in any other condition that would reasonably suggest that it has been used or worn will not be eligible for a refund or an exchange. The soles of the shoes must also be intact: we recommend that you try the Carven shoes on a carpet or rug-like surface.

 

What should I do if my product is damaged or is not the product I ordered?

If one of your items is damaged or the items delivered are not what you ordered, please contact our Carven customer service.