Question 1

Where is my order?

Accepted Answer

Once your order is placed, you will receive the order confirmation email with the estimated shipping date for each product you purchased. It's important to note that the shipping & delivery times vary depending on if you ordered an in-stock product, pre-order product, or both.

In stock

If your order contains only in-stock items, it will typically ship within 1–2 business days, depending on your location (excluding weekends and holidays).

You can easily track your order progress on our Check Your Order Status page.

Here’s how:

1. Enter your order number and email address – or use your tracking number

2. Click “Order Information” to see real-time tracking and shipping details

3. Please note that if items in your order are on pre-order for a later date, we’ll ship each item to you once they become available.

Just a heads-up: processing may take a little longer during busy seasons.

Pre-order

If your shoes are part of a pre-order drop, they’ll be made specially for you—because thoughtful craftsmanship takes time. You’ll find the estimated ship date at checkout and your order confirmation email. The shipping window is usually up to 10 days from that estimated date.

Combined order

Ordered a mix of in-stock and pre-order items? Or maybe a few pre-orders with different ship dates? In that case, your order is considered combined, and we’ll ship each item to you once they become available. You’ll find individual delivery estimates in your order confirmation.

A note on delays

Because of our made-to-order model, there may occasionally be small production or shipping delays. If that happens, we’ll keep you in the loop every step of the way. If your estimated shipping date has passed and your tracking hasn’t arrived yet, please consult What's the status of my pre-order? or just reach out—we’ll be happy to update you with the latest info.

Question 2

How do I find my size?

Accepted Answer

We know how important it is to find your perfect fit.

Our shoes are sized according to the US standard; the size conversion from women's to men's shoes is 1.5 sizes down. For example, if you were a size 8 in women's, you'd be a size 6.5 in men's.

Here are a few helpful hints to size your sneakers just right:

Our sneakers run true to size and are unisex.
If your shoe size varies (for example, sometimes you're an 8, sometimes you're an 8.5) we recommend sizing up.

You may refer to our sizing chart here.

Please note, by design each of our sneakers has a slightly different fit, in most situations, if one style doesn’t suit you, another probably will!

Question 3

Why isn't my promo code working?

Accepted Answer

As most of our codes are personalized, it would require you to be logged into the account using the email address from which you’ve received the code.

Do ensure that the code is within the validity period
Codes cannot be stacked and only one code may be used per order

Question 4

Where do you ship to?

Accepted Answer

CARIUMA ships worldwide, offering a premium, door-to-door service through trusted carriers.
You can shop directly from cariuma.com in the following regions:

Americas:

• United States

• Canada

• Argentina via cariuma.com.ar

EU/UK:

• United Kingdom

• Italy

• Czechia – via cariuma.cz

• France – via cariuma.fr

• Germany and Austria – via cariuma.de

• Portugal - via cariuma.pt

• Slovakia – via cariuma.sk

Brazil:

• via cariuma.com.br

Asia-Pacific:

• Australia & New Zealand – via cariuma.au

• Japan – via cariuma.jp

CARIUMA is a proud partner of Farfetch. So if your country is not listed above, you can shop with us through our page on their website, where you can find an awesome selection of our latest collections.

We’re adding our launches as soon as they come up, and you’ll get the same high-quality, stylish sneakers that you’ve come to expect from us, with the service level you deserve.

Question 5

What is your return policy?

Accepted Answer

We get it—sometimes things just don’t work out. That’s why we offer a 60-day return window on eligible items.

To be return-ready, your sneakers must be:

Unworn and unwashed
In their original packaging

Trying them on? Please keep it indoors and on a clean surface, just in case you decide to return or exchange them. Sneakers that are worn outside, altered, washed, or show signs of wear and tear won’t be accepted.

Note: Sale items and accessories (like laces or insoles) are final sale and can’t be returned or exchanged.

*We reserve the right to not accept returns that are not in line with our return policy.

Question 6

When will I receive my pre-order?

Accepted Answer

For pre-orders of the items listed below, with the specified promise dates, our team is diligently working to ensure they are on track for timely delivery. We will provide continuous updates on the progress and strive to deliver your shoes as soon as possible.

CATIBA PRO 2.0 Burnt Orange Suede and Cordura Ivory Logo Navy Sneaker	Dec-12
CATIBA PRO 2.0 Forest Green Suede and Cordura Ivory Logo Lemonade Sneaker	Dec-12
CATIBA PRO 2.0 Mirage Blue Suede and Cordura Ivory Logo Rose Sneaker	Dec-12
CATIBA PRO 2.0 Scarlet Red Suede and Cordura Ivory Logo Cabernet Sneaker	Dec-12
OCA Low Blue Bloom Suede Embroidery Flowers	Nov-15
OCA Low Rose Suede Embroidered Flowers Sneaker	Nov-15
OCA Low Sand Suede Embroidered Flowers Sneaker	Nov-15
OCA Low Yellow Bloom Suede Embroidery Flowers	Nov-15
OCA Pebbled Leather White Blue Parrot Print	Nov-15
OCA Pebbled Leather White Butterfly Print	Nov-15
OCA Pebbled Leather White Khaki Parrot Print	Nov-15
SALVAS Leather White Butterfly Print	Nov-15
SALVAS Leather White Khaki Parrot Print	Nov-15
Salvas White Leather Spectrum Blue Parrot Print Sneaker	Nov-15

Question 7

Do you offer gift cards?

Accepted Answer

If you'd like to give the gift of a better workday but prefer to leave the shopping to someone else, we offer gift cards in various amounts that can be purchased directly on our site here!

Question 8

What are the benefits of registering on CARIUMA?

Accepted Answer

Access to track orders
Review your order history
Add multiple addresses and payment methods for easy checkout
Ability to personalize and manage your profile
Be the first to know about Cariuma product news and special promotions

Question 9

Peanuts

Accepted Answer

Step into the world of Snoopy and friends! These highly collectible designs celebrate all the ways we take care, with something for the daydreamers, the friends, the surfers, and tree-planters alike.

Shop the Peanuts collection here.

Question 10

Get $40 off a purchase of $120+

Accepted Answer

Receive $40 off your order when you spend $120 USD or more (before taxes and shipping) at cariuma.com. Offer is valid only for customers located in the U.S. and Canada.
This promotion is valid from August 25, 2025 at 12:01 AM EST through September 8, 2025 at 3:00 AM EST.
To receive the discount, enter promo code FALLSTYLE at checkout. The discount will be automatically applied to eligible orders meeting the minimum purchase requirement.
The Promotion cannot be combined with any other offers, promotions, or discount codes, including but not limited to: Welcome Offer, Buy 3 for 2 Offer, or any other sitewide or personalized discounts. Only one promotion or discount code may be applied per order. Not valid on past purchases.
This Promotion is valid only for online purchases made at cariuma.com by customers located in the U.S. and Canada. It is not valid at any physical retail or partner locations.
This offer is non-transferable, not redeemable for cash, and has no cash value.
Standard returns and exchanges policies apply to items purchased using this promotion. Please refer to the Return Policy for full details.

Question 11

Why is my order separated into multiple deliveries?

Accepted Answer

Orders can sometimes be split over a number of deliveries due to the following reasons:

Where your products are coming from: Products in one order are stored across multiple warehouses.
Product availability: Product(s) listed as pre-order will be shipped at a later date so that you will receive the available product(s) first!
Bulk order: If you have ordered four or more pairs of sneakers, apparel, or backpacks; your order will be split and shipped separately.

If you have returned a split order and received a $0 refund, please contact us here.

Question 12

The color of my sneakers do not match the color on the website. 😞

Accepted Answer

As there are different settings on different computers, there may be a chance that the color may not be a perfect match.

If you need any more clarification, please do not hesitate to reach out to us, we are always happy to help!

Question 13

How long does shipping take?

Accepted Answer

Once your order has been picked up from our warehouse, delivery time will depend on your location and the shipping method selected (based on availability):

United States:
• Ground Shipping – ~6 business days

Canada:
• Ground Shipping – ~6 business days

UK & Italy:
• International delivery – ~6–7 business days

Question 14

How do I make a return?

Accepted Answer

If you’re located in the US:

Quickest option: Start your return here and choose Return Bar. You’ll get a QR code—no printer, no label needed! Just drop off your sneakers (in their original packaging) at your closest Return Bar.
- Refunds and store credits are processed immediately after drop-off.
- Exchanges ship out within 24-48 hours of drop-off.
No Return Bar nearby?
No worries. Choose the Mail option when you start your return. Print the free return label, attach it to the box, and drop it off at USPS, FedEx, or DHL.
- If it’s DHL, you can schedule a pickup here.

Returns by mail can take up to 3 weeks to process.

For other regions:

Start your return here to get your free DHL shipping label. You can either:
- Drop it off at a DHL service point, or
- Schedule a pickup from your home or office here.

You’ll get a confirmation email once your return is approved and your refund or exchange is on the way.

Question 15

How does the gift card work?

Accepted Answer

It’s simple!

Select gift amount
Check your inbox for the Gift Card Email
Forward the email to your solemate

Gift cards may be used toward any purchase. After the recipient’s initial purchase, any gift card balance will remain active. All gift card sales are FINAL.

Question 16

How do I opt-out of marketing emails?

Accepted Answer

If you no longer wish to subscribe to our emails, you can easily do so by:

Please note, once you unsubscribe:

It may take up to 10 business days for the request to take effect.
You may receive order tracking and order confirmation emails if you have placed an order.
You may still receive emails regarding Back in Stock items if you have wait-listed items in your account.
You may still receive an email if there are any changes in our Terms of Use.

If you’d like to start receiving updates from us again, you can reactivate your subscription anytime.

Question 17

Bulk order rewards

Accepted Answer

A bulk order is defined as four or more pairs of sneakers, apparel, or backpacks.

We reserve the right to approve or reject affiliate commissions (which may include airline mileage programs) on bulk orders.

Question 18

National Geographic

Accepted Answer

Through groundbreaking storytelling from the best and brightest scientists, explorers, photographers, and filmmakers in the world, National Geographic has ignited the explorer in all of us for over 133 years.

We’re on a mission to protect our planet for the next generation of surfers, skateboarders, and explorers. Starting with a better sneaker — something timeless, seriously comfortable, made ethically — we strive to reduce our day-to-day impact, and give back with gratitude to the Earth.

Your purchase supports the global, nonprofit National Geographic Society in its work to protect and illuminate our world through exploration, research, and education. In addition, we’re proud to plant two trees in the Brazilian rainforest for every pair of sneakers sold, through our in-house Ecological Restoration Program.

Shop the National Geographic collection here.

Question 19

End of Season Sale

Accepted Answer

By participating in the End of Season Sale ("Promotion"), you agree to be bound by the following terms and conditions:

All items purchased during the End of Season Sale are considered final sale. No returns, refunds, or exchanges will be accepted, unless required by local consumer law.
This Promotion is valid until August 18th 2025. Cariuma reserves the right to modify or end the Promotion at any time without prior notice.
The End of Season discount cannot be combined with any other offers, promotions, or discount codes, including but not limited to: Welcome Offer, Buy 3 for 2 Offer, any other sitewide or targeted promotions.
Only one promotion or discount code may be applied per order.
All discounted items are subject to availability. The retailer does not guarantee the availability of any item during the Promotion period.

Question 20

When will I be charged for my order?

Accepted Answer

We collect payment for your order at the time it is placed, even if some items are noted as pre-order or made-to-order.

By collecting payment at the time of purchase, we're able to reserve the sneakers for you in our next inventory drop, and ship them as soon as they are available.

If for any reason you decide to cancel before your order processes and ships, please reach out to us here.

Question 21

How do I care for my sneakers?

Accepted Answer

CANVAS:

Everyone loves that well-loved look, but don’t hesitate to spot-treat stains as they arise, to prolong the life of your sneakers. Better than the washing machine, a little hands-on TLC is all they need.

Our suggestions: hand-wash your sneakers with a brush or an old kitchen towel (to reach in between grooves) with neutral soap & cold water.

Pro tip: a repurposed toothbrush or an old T-shirt work like a charm!

SUEDE:

Do not put suede sneakers in the washing machine—keep them away from water, and try a little TLC. Treat stains by hand using an eraser to rub away any marks, or use a brush or soft cloth to reach in between grooves. Brush away dirt in circular motions, whilst alternating direction ( for tough stains, use a damp, clean cloth and dry the area with a hair dryer to remove any moisture.)

Pro tip: a repurposed toothbrush or an old T-shirt works like a charm!

LEATHER:

What you’ll need: Ivory soap and a soft cotton cloth or rag (an old T-shirt works perfectly!)

Prep your shoe: Remove and soak the laces in warm water with baking soda, and set aside. With your damp cloth, gently wipe down the exterior of the entire shoe to remove dirt on the surface of the shoe. Let dry.
Clean the leather: Build up a soap lather using your cloth. Massage the soapy lather in small, gentle circles all over the leather upper to remove dirt. Wipe away, then repeat if necessary.
Condition the leather: Once fully dry, apply a small amount of leather balm with a sponge, working it into the leather in circular motions. This step nourishes, conditions, and protects the leather. Buff lightly with a dry cloth for a natural finish.

Pro tip: you can use an old toothbrush to brush and scrub out any dirt that’s accumulated on the soles.

*Shoes damaged while cleaning are not considered a product quality issue.

Question 22

What are your shipping charges?

Accepted Answer

Orders to USA and Canada

USA + CA: Ground shipping 6 days
Free over $50+

USA (Hawaii, Alaska & Territories): Ground shipping 6 days
Free over $50+

USA + CA: Expedited shipping 3-4 days
$5.95 - Free over $125+

USA: Express shipping 2 days
$19.95

International orders to UK and Italy

Shipping 6-7 days
$24.95

Jason Markk Shoe Care

A flat $5 shipping fee applies to all Jason Markk shoe care products at checkout.

Question 23

Can I purchase a physical gift card?

Accepted Answer

Our gift cards are digital and will be sent directly to your email inbox upon purchase.

Question 24

When will I receive my AAdvantage rewards?

Accepted Answer

For purchases through aadvantageeshopping.com, please note that it takes 21 business days for miles to be credited upon review of each transaction.

To check on your rewards, please fill in the inquiry form here.

Question 25

Avatar

Accepted Answer

Thirteen years have elapsed since your ﬁrst encounters with Sully and Neytiri in the dazzling rainforests of Pandora.

Now, the Na'vi are ready to welcome you back home: this time, plunging us into the depths of Pandora's luminous oceans. This adventure in sustainable design comes on the eve of AVATAR's second installment: The Way of Water.

Shop the National Geographic collection here.

Question 26

What does pre-order mean?

Accepted Answer

Pre-orders are key to our "slow" fashion ethos. By limiting batch sizes during the production, we can limit (and usually avoid) excess product. We're constantly tweaking our size runs based upon demand, with the goal of making just the right amount of sneakers, ready to ship when you want them.

Question 27

How do I exchange an item?

Accepted Answer

Our returns portal will guide you through the process based on the feedback you share about your original item. You’ll be able to choose from:

Exchange for a similar item (including other sizes or colorways of the same style — no need to repurchase)
Refund
Store credit

If you indicate that your item was too small, too wide, or otherwise didn’t fit quite right, the portal may also suggest an exchange for the next size up or down. If you’re looking to switch to a different style, you’ll need to return your current pair for a refund or store credit and place a new order.

Please note: any discounts used on the original order won’t carry over. We’re sorry for the inconvenience and appreciate your understanding!

Question 28

Buy 2, get your 3rd free

Accepted Answer

By participating in the buy two, get your third free promotion, you agree to be bound by the following terms and conditions:

A minimum of 3 pairs should be included in the order for the promotion to be valid; the free item will be the one of the lowest value.
Promotion runs from May 21, 2025 at 12:01 AM EST through August 25, 2025 at 3:00 AM EST.
Due to the nature of this promotion, partial returns may affect your refund amount.
The "Buy 2, Get Your 3rd Free" promotion cannot be combined with any other offers, promotions, or discount codes, including but not limited to: Welcome Offer, Archive Event, or any other sitewide or targeted promotions.
Only one promotion or discount code may be applied per order.

Question 29

Can I edit my order?

Accepted Answer

Please get in touch with us immediately via this form or reach out to us at care@cariuma.com.

As we process orders as soon as they are placed, changing or canceling may not be possible anymore.

If you’ve already received a shipping confirmation email, it means your order has shipped and it will be too late to make any changes. Of course, you can always return your order once it has reached you.

For our return policy, please refer here.

Question 30

Can I machine wash my sneakers?

Accepted Answer

Our IBIs are machine washable! For the rest of our styles, we do not recommend that you wash your shoes in the washing machine, which may cause your shoes to lose their original shape.

For sneaker care, please refer to our guide here.

*Shoes damaged while cleaning are not considered a product quality issue.

Question 31

Do you ship to P.O. boxes?

Accepted Answer

We are currently unable to deliver to P.O. boxes.

Question 32

How long before I receive my refund?

Accepted Answer

At a Return Bar:

Refunds and gift cards are issued immediately after your return is approved.
Exchanges are created within 24-48 hours after drop-off.

Via Mail:

Returns can take up to 3 weeks to process at our warehouse. We’ll notify you as soon as it’s approved.

Please note! You’ll receive a refund for the product value only (excluding original shipping fees, duties, or taxes).

Refunds go back to your original payment method.

Question 33

Pantone

Accepted Answer

Packed with fun and full of flavor, we’ve teamed up with Pantone to create the perfect summer palette for your feet. With colors that capture the essence of farm fresh peaches, crystal turquoise waters, and bougainvilleas in full bloom, this collection will ignite your senses for a season lived in full color.

Shop the Pantone collection here.

Question 34

How does the referral program work?

Accepted Answer

It’s simple: give $40, get $40! When you refer a friend to Cariuma, they’ll receive $40 off their first purchase. Once they place their order, you’ll get a $40 credit to use on your next purchase. Win-win! You can get started and track your referrals here.

Question 35

Survey promotion

Accepted Answer

The promotional code is provided exclusively to customers who complete the survey received by email.
This promotion is valid from September 15th, 2025.
The code must be entered at the time of purchase. It cannot be applied to previous purchases or added to an open order retroactively.
This Promotion cannot be combined with any other offers, promotions, or discount codes. Only one promotion or discount code may be applied per order.
This Promotion is valid only for online purchases made at cariuma.com by customers located in the U.S. and Canada. It is not valid at any physical retail or partner locations.
This offer is non-transferable, not redeemable for cash, and has no cash value.
Standard returns and exchanges policies apply to items purchased using this promotion. Please refer to the Return Policy for full details.

Question 36

Why haven't I received my shipping confirmation email?

Accepted Answer

The most common reason behind this would be due to an incorrect email address being keyed in upon purchase, so do ensure that you’ve used the correct email address prior to confirming your order.

There may also be a chance that your email has been caught in your junk folder, if you require any help, please reach out to our Client Experience team and we are most happy to help!

Question 37

I've received $0 as my refund, what do I do?

Accepted Answer

If you have received $0 as your refund, please reach out to our Client Experience team and we would be happy to help you out.

Question 38

Deus Ex Machina

Accepted Answer

Answer the call for adventure with our latest collaboration with Deus Ex Machina. Inspired by life on the road and the pursuit of fun, the Deus philosophy is about embodying a free spirited existence and having admiration for the planet in which we traverse. This collaboration is an ode to the dreamers, the explorers, and those with a thirst to experience life in all of its many forms.

Question 39

How do I request a restock notification for an out-of-stock item?

Accepted Answer

If an item you want is out of stock, you can join the waitlist by opting for the "Notify Me" via email on the product page. This will allow you to receive updates once the item is back in stock.

Question 40

Friends and Family Event

Accepted Answer

By participating in the Friends and Family Event ("Promotion"), you agree to be bound by the following terms and conditions:

All items purchased during the Friends and Family Event are considered final sale. No returns, refunds, or exchanges will be accepted, unless required by local consumer law.
The Promotion begins on Friday, September 26. Cariuma reserves the right to modify or end the Promotion at any time, without prior notice.
The friends and Family Event discount cannot be combined with any other offers, promotions, or discount codes, including but not limited to: Welcome Offer, Buy 3 for 2 Offer, any other sitewide or targeted promotions.
Only one promotion or discount code may be applied per order.
All discounted items are subject to availability. The retailer does not guarantee the availability of any item during the Promotion period.

Question 41

Why is my order delayed?

Accepted Answer

The vast majority of CARIUMA orders ship right on schedule. But we run into delays on occasion, particularly in times of broader supply chain turbulence. If you have received a note from us regarding a delay with your order, we truly apologize as this isn't the CARIUMA experience we want you to have!

Rest assured that we always share the most accurate shipping times we can based on the information we receive from our own logistics partners.

We'll continue to update you via email until your order ships, but if you haven't heard from us, reach out to us and we'd be happy to help you with your order! If you have questions about your pre-order, check our article When will I receive my pre-order?

Question 42

How do I return a split order?

Accepted Answer

Split orders can be returned via Happy Returns for an exchange or refund.

*For split order refunds, please reach out to our Client Experience team.

*We reserve the right to not accept returns that are not in line with our return policy.

Question 43

Master-piece

Accepted Answer

Functionality and beauty intersect to give way to our latest collaboration with master-piece. Born in 1994 in Japan, a master-piece bag is synonymous with high-level design and functionality. Cariuma designs premium sneakers that harmonize sustainability, comfort, and aesthetics—kindred spirits indeed!

Question 44

Which CARIUMA shoes offer the best arch support?

Accepted Answer

All our insoles are designed with good arch support and a slightly elevated heel area to help distribute weight more evenly across your foot. While many find this design comfortable, we understand that everyone’s feet are unique and might need a different care.

If you prefer a different feel, our insoles are fully removable, so you can easily replace them with a more specialized option. If your shoes feel a bit snug, going for a thinner insole can create extra space and improve comfort. This small adjustment can make a big difference - and might even make you love your CARIUMA shoes even more!

Question 45

Do you offer gift cards?

Accepted Answer

If you'd like to give the gift of a better workday but prefer to leave the shopping to someone else, we offer gift cards in various amounts that can be purchased directly on our site here!

Question 46

Can I return an accessory?

Accepted Answer

All accessories (Jason Markk shoe care, shoelaces, insoles, etc.) are final sale and can’t be returned or exchanged at this time.

Question 47

Do you offer gift receipts?

Accepted Answer

We currently do not offer gift receipts.

Question 48

What payment types do you accept?

Accepted Answer

We accept:

All major debit and credit cards (Visa, Master, Amex, JCB, Diners Club)
ShopPay
ApplePay
PayPal
AfterPay
Klarna
Our E-gift card

Question 49

Do you charge any sales taxes?

Accepted Answer

Sales tax depends on your shipping destination. If there are any taxes and duties applicable, you’ll be able to see the information on your order summary page before payment.