FAQs

Can’t find what you’re looking for? Contact our Customer Care via live chat or help@cariuma.com!

PRE-ORDER

How can I check my CATIBA Low pre-order?

You can check your order updates by logging into your account - order status.

When is my CATIBA Low pre-order arriving?

All CATIBA Low pre-orders will be shipped out on the 12th July (EST). Depending on the shipping method, you’ll receive your sneakers between 1-10 working days!

I ordered OCA Low and CATIBA Low (Pre-order), when will I receive my sneakers?

Your orders will be compiled and shipped together on the 12th July (EST)!

Can I receive my OCA Low first, instead of waiting for my CATIBA Low (Pre-order)?

We won’t be able to split up orders, as our process has been streamlined for everyone to receive their sneakers on time. Be patient, we promise your sneakers are coming soon!

PRODUCT AND FIT

How do I find my shoe size?

Get a paper, pencil and ruler and let’s get measuring. We’ve created a guide to match your feet size to our size chart for the perfect fit.

How do I take care of my shoes?

All CARIUMA shoes are design pieces made from natural materials of the highest quality. They require a little love and care to keep them in the best condition:

  • Avoid prolonged and direct exposure to sources of light and heat
  • Store the sneakers in their original packaging
  • Avoid contact with water, oil, perfume or cosmetics
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 “Waitlist” on the product page. If there’s enough demand, we’ll make it happen!

SHIPPING

How much is shipping? How long does it take?

We have 3 delivery options that you can choose from. Find out how long your CARIUMA shoes will take to reach you: www.cariuma.com/pages/shipping.

Where do you ship?

We ship to 49 countries worldwide, see full list: www.cariuma.com/pages/shipping

ORDERS

How can I track my order?

Once our delivery partner picks up your order, you’ll receive a shipment notification email with your tracking number.

Is there anywhere that I can try on a pair of CARIUMA shoes?

Yes! We are always travelling around the world with our pop-up shops, where you can try and shop our styles in-person! See if we are currently in your city by signing up to our mailing list at cariuma.com or follow us at www.instagram.com/cariuma/.

PAYMENT

What forms of payment do you accept?

We accept all major debit and credit cards (VISA, Mastercard and American Express), Paypal, Apple Pay, Google Pay and Shopify Pay.

Do you charge sales tax on any item?

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.

RETURN/REFUND

I’d like to return my purchase!

Only purchases made with DHL Express and Singapore Delivery are eligible for returnsReach out to us via help@cariuma.com with your order number and return request for us to advise on the next steps.

Returns must be made within 30 days of receipt, in original packaging and in good condition (unworn, unwashed and undamaged).  

How long does it take for me to get a refund?

It takes about 3 weeks for us to process your refund and another 10 business days before you’ll receive the refund in your original mode of payment.

Can I exchange my order?

We do not offer exchanges at the moment. If you have selected DHL Express or Singapore Delivery as your shipping option, we will suggest to return your current order and place a new one. Unfortunately Standard Postal do not include returns.

How much will I be refunded?

You will be refunded the original product value. We do not refund any shipping fees or taxes and duties paid to authorities. The amount will be refunded to your original mode of payment.

*Refunds made in Singapore will include product value and government tax.

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