Frequently Asked Questions

Can’t find what you’re looking for? Contact our Customer Care.

We’re here 7 days a week from 8:00 AM - 10:00 PM Eastern Standard Time (EST).

Orders

Why is my order split into multiple deliveries?

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 listed as pre-order will be shipped at a later date so that you will receive the available product first.
  • Bulk order: If you have ordered four or more pairs of sneakers, apparel, or backpacks; your order will be split and shipped separately.

Preorders

When will I receive my order if it includes a pre-order item?

Your pre-order item(s) will be delivered to you upon availability. If your order contains a pre-order item(s) and a non-pre-order item(s), the available items will be shipped separately in a new order, and your pre-order item(s) will be delivered once available.

When can I receive my OCA Low pre-order?

  • Gerry Lopez Black Canvas will ship no later than January 6, 2025
  • Pantone Peach Fuzz Canvas will ship no later than January 6, 2025
  • Pantone Viva Magenta/Off-White Canvas will ship no later than January 6, 2025
  • Camel Suede will ship no later than February 15, 2025

When can I receive my SLIP-ON PRO pre-order?

  • Rose/Ivory will ship no later than January 6, 2025

When can I receive my NAIOCA PRO pre-order?

  • Avatar Off-White/Blue will ship no later than January 6, 2025
  • Off-Black/Ivory will ship no later than January 6, 2025
  • Pantone Viva Magenta/Off-White will ship no later than January 6, 2025
  • Sand/Ivory will ship no later than January 6, 2025

When can I receive my NAIOCA pre-order?

  • Off-White Vintage Gum Suede will ship no later than January 6, 2025
  • Rose Canvas will ship no later than January 6, 2025

When can I receive my SLIP-ON pre-order?

  • Black Canvas will ship no later than January 6, 2025

When can I receive my Caju Loafer pre-order?

  • All Black Suede will ship no later than February 15, 2025
  • All Camel Suede will ship no later than February 15, 2025
  • Light Grey Suede will ship no later than February 15, 2025
  • Navy Suede will ship no later than February 15, 2025
  • Withered Rose Suede will ship no later than February 15, 2025

When can I receive my Maré Boat Shoe pre-order?

  • Mocha Nubuck will ship no later than February 15, 2025
  • Navy Nubuck will ship no later than February 15, 2025
  • White Premium Leather will ship no later than February 15, 2025

When can I receive my Toca pre-order?

  • Black Nylon & Suede will ship no later than February 24, 2025
  • White Premium Leather & Suede/Plaza Taupe & Dark Khaki will ship no later than February 24, 2025
  • White Premium Leather & Suede/Smoke White will ship no later than February 24, 2025

Kids

What sizes are available for kids' shoes?

We offer a wide range of sizes for kids' shoes, starting from toddler sizes all the way up to youth sizes. Please refer to our size chart for more details.

How do I determine the correct shoe size for my child?

To determine the correct shoe size for your child, we recommend measuring their feet using a ruler or a measuring tape. You can then refer to our size chart to find the corresponding size.

Are the shoes true to size, or do they run small or large?

Our shoes are designed to be true to size. However, we recommend checking the individual product descriptions for any specific sizing information or customer reviews regarding fit. Tip: If your child is between sizes, round up. Y2 and up can also shop our adult sizes.

Can I return or exchange the shoes if they don't fit?

Yes, we have a hassle-free return and exchange policy. If the shoes don't fit your child properly, you can return or exchange them within 60 days of purchase. Please refer to our return policy for more details.

Are the shoes suitable for both boys and girls?

Absolutely! Our collection of kids' shoes is suitable for both boys and girls. We offer a variety of styles and colors that cater to all preferences.

How can I clean and care for the shoes?

Hand-wash 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!

Do you offer any options to return if my child has outgrown the shoes?

They can be donated to soles4souls to repair and give it another life. 💚

Product & Fit

How do I find my size?

We know how important it is to find your perfect fit. Here are a few helpful hints to size your sneaker just right.

How do I take care of my shoes?

Canvas:

  • Hand-wash your sneakers with a brush or an old kitchen towel (to reach in between grooves) with neutral soap & cold water.
  • Do not machine wash or dry.

Suede:

  • 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).
  • Do not machine wash or dry.

Leather:

  • 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.
  • 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. Let shoes and laces dry completely.
  • Do not machine wash or dry.

Plaid:

  • Use a soft brush to brush any dust/stain that arises.
  • Do not machine wash or dry.

How do I take care of my new socks and/or shirt?

First, socks! You can toss them in the washing machine, air-dry or line-dry them when done. Be sure to avoid bleaching and tumble-drying!

Next, shirts. You can toss your shirt in the washing machine and set it to cold. When it’s done, you can air-dry or iron on low heat. Be sure to avoid dry-cleaning, tumble-drying, line-drying, and bleaching to keep your shirt looking fresh. Washing it with similar colours is always recommended.

When will you release the next drop?

The only way you can know is by following us www.instagram.com/cariuma/

The shoes I want are sold out!

Help us decide what to restock by clicking on “Notify Me” on the product page. If there’s enough demand, we’ll make it happen!

Shipping & Delivery

Where do you ship to?

CARIUMA ships worldwide, partnering with trusted carriers to offer a door-to-door, no hassle, premium service to several regions around the world.

Through cariuma.com we offer direct shipping to the following regions:

Americas:

  • United States
  • Canada

EU/UK:

  • United Kingdom
  • France
  • Portugal
  • Germany
  • Italy

APAC:

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.

How long does shipping and delivery take?

At checkout, you’ll see an estimated delivery date based on your selected shipping option and delivery address. The available options typically include:

  • Express Shipping (USA): 2 business days
  • Expedited Shipping (USA and Canada): 3–4 business days
  • International Standard: 6–7 business days

Please note: Orders require an additional 1–2 business days for processing before they are shipped.

Once your order ships, you’ll receive a confirmation email with tracking information and carrier details.

What are the shipping charges?

Shipping costs are calculated based on your delivery destination. In some countries, you may qualify for free shipping if your order meets the minimum value requirement. Shipping fees for orders that don’t qualify for free shipping or for expedited options will be displayed at checkout.

For USA orders, free shipping is available for orders over $125 USD.

How are cleaning products shipped?

Cleaning products will be fulfilled and shipped separately by our partner Jason Markk.

Jason Markk products can only be shipped to the USA.

Jason Markk products will be shipped using standard shipping.

Returns & Exchanges

What is your return policy?

Our standard return window is 60 days! Returns and exchanges are accepted if your sneakers are:

  • Unworn
  • Unwashed
  • In the original packaging

When trying on your CARIUMAs for the first time (to test fit & comfort), please make sure to only wear them inside on a clean floor. If you plan to return them (or think there’s a slight chance you might need to exchange them), we ask that you refrain from wearing them outside. This eliminates the possibility of dirt, grime, etc. We cannot accept any sneakers that have been worn down, disheveled, washed or altered in any way.

*All accessories (insole, socks, shoe laces, cleaning products), and single skate shoe purchases are final sale.

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

*Specific events and promotions may have a different return policy.

For questions and clarifications, reach out to [email protected].

How do I return or exchange my order?

If your purchase is in $ USD:

Please initiate returns here, and choose the Return Bar option to get your QR express code (no label needed)! Simply drop off your shoes in the original packaging at your closest Return Bar, and your exchange/refund will be processed in the next 24 hours.

If the Return Bar is not available in your region, you can choose the Mail option- print the free shipping label, affix it to the original packaging, and drop off at the carriers listed on the label (UPS, Fedex or DHL) or if the label is DHL, you can arrange the pick-up here. It may take up to 3 weeks to process your return, and you'll receive notification once it has been completed.

*For Singapore customers, please contact us at [email protected] to initiate your return.

How long does a refund or exchange take to process?

Drop By Our Contact-free Return Bar

After your original pair of sneakers has been accepted at a Happy Returns Return Bar, your refund will be initiated immediately and your new exchange order will ship out within 24 hours. Click here to find a Happy Return Bar location near you.

Online Return Process via Mail

It takes up to 3 weeks for our warehouse to process your return or exchange, we’ll notify you once your return has been approved

How much will I be refunded?

The original product value will be refunded to your original payment method. Shipping fees, taxes, and duties are not refundable.

Can I return or exchange the accessories I purchased? Like insole, shoelaces.. etc

All accessories, including insole, shoelaces, are final sale.

How do I return a split order?

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

*For split order refunds, please reach out to [email protected].

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

Payment

What forms of payment do you accept?

We accept all major debit and credit cards (VISA, Mastercard and American Express), Paypal, Apple Pay, After Pay and our E-gift card.

Do you charge any sale taxes on the items?

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

Gift Cards

How does it work?

It’s simple! Select your desired gift amount. Add to cart. Check your inbox. You’ll receive the Gift Card Email containing the gift card purchase code. Forward the email to your recipient. They’ll use their gift code during checkout. And, BAM, they’ve got a brand new pair of shoes!

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

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.

Is it a digital gift card?

Yes, it’s a digital gift card that we send directly to your email!

Catch Payments

How do I sign up?

1. Select Catch at checkout. You’ll be redirected to Catch to log in or create an account.

2. To create an account, you’ll need to provide your phone number, name and email and link a debit card or bank account. Catch uses Plaid and Teller to link your bank in seconds—you’ve probably done this before if you have Venmo, Robinhood, or have filed your taxes online.

3. If you already have a Catch account, just verify your phone number and pay.

Is Catch free?

Yes! You’ll only earn money, never pay money.

How does the sign up bonus work?

If it’s your first time using Catch, you’ll get a boost in store credit towards your next purchase in addition to what CARIUMA is offering. Your first order boost can only be redeemed at the brand you earned it at, CARIUMA.

Are there any restrictions on my Catch credits?

Your CARIUMA credits can only be redeemed online at CARIUMA and must be used before they expire. To redeem, just pay with Catch again next time you’re shopping with us.

You can’t earn or redeem credits on gift card purchases or subscriptions. Other than that, no restrictions!

How will I redeem my credits?

Your credits will automatically be applied when you shop with us again and pay with Catch. You can also manage your credits at any time by logging into your Catch account.

If you’d like to share the love, simply select “share as gift” in your Catch account to gift your credit to a friend so they can use it towards something special at CARIUMA.

How does Catch make money?

Unlike other payment methods who take a cut of every transaction, Catch charges CARIUMA only when it drives value to our business. In other words, we pay Catch a small fee if and when you return and redeem your Catch-earned store credit.

I can't find Catch at checkout. Where is it?

Navigate to the last step of checkout (where you usually enter your card details)

  1. Input your contact and shipping information
  2. Choose your preferred shipping method
  3. At the payment step - select 'Catch'

Tap 'Pay Now' (no worries, you’ll be redirected to Catch and you won’t be charged until you hit 'Complete Order' on the next screen)

You'll be redirected to 'Complete your purchase.' Once you are there, sign in to your Catch account, and your credits will automatically apply.

Still having trouble finding Catch? It might be one of these reasons:

  • You are in ShopPay: ShopPay sometimes automatically redirects users to it without giving you a choice of payment method. If you notice you are in ShopPay, just scroll to the bottom and click "Check out as guest". That will allow you to input your shipping information and select Catch as a payment method on the last step of the flow. After exiting ShopPay, the Catch option will be visible on the last step of checkout.

  • You have a gift card in your cart: Unfortunately, Catch cannot be used to purchase gift cards. If a gift card is in your cart, Catch won't be available as a payment option during checkout.

  • You are purchasing a subscription: Please note that subscription products cannot be bought using Catch. To utilize Catch, ensure a one-time purchase is added to your cart, where Catch will be available in the last step of checkout.

Account Information

How do I opt-out of marketing emails?

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

  • Clicking on the unsubscribe link in one of our emails.
  • Sending us an unsubscribe request here; or
  • Contacting our care team here. We'd love to know a little more about how we can improve.

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.

Affiliate Rewards Programs

Bulk Order Rewards

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

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

AAdvantage Rewards Status Inquiry

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.

Promotional Rules

How can I apply my promo code?

Here're 3 simple steps to apply your promo code:

  • Add your items to the cart
  • Once in the cart, tick the relevant add-on box (depending on the active offer)
  • Click check-out and apply your code!

Promo code terms and conditions

When applying your promo code, please take note that:

  • Code may be case sensitive
  • Code is not valid on apparel, kids sneakers, backpacks and accessories (insole, laces, shoe bag and socks)
  • Code is only valid for one-time use, with the email address that received the promo code communication
  • Only one code can used per order; codes cannot be stacked