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FAQs

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

For press inquiries, please email press@cariuma.com.

PRE-ORDERS

When can I receive my pre-orders?

All Black Canvas

  • Shipping date: no later than 2nd March
  • Delivery will arrive by 6th March

    IBI Pre-Orders

    • Shipping date: no later than 13th April
    • Delivery will arrive by 17th April
      When can I receive my whole order if it includes pre-order items?

      We will ship your whole order together with your pre-order items on above shipping dates.

      PRODUCT AND FIT

      How do I find my shoe 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?

      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 “Notify Me” on the product page. If there’s enough demand, we’ll make it happen!

      SHIPPING

      How much is shipping? How long does it take?

      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 and After 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/EXCHANGE

      What is your return policy?

      Returns and Exchanges are accepted if your sneakers are:

          • Within 30 days of receipt
          • Unworn
          • Unwashed
          • In Original Packaging

      When trying on your CARIUMA 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.

      How do I return or exchange my order?

      U.S Customers

      Here are two options for you to return or exchange your sneakers:

      1. Return or Exchange In Person
        Visit a Happy Returns Return Bar. Click here to find a location near you. Please bring your unworn sneakers in the original packaging. Your refund or exchange will be initiated immediately if your return is approved.
      2. Return or Exchange Online
        Visit our Returns Center. You can either print a shipping label and drop off at the carriers listed on the label (USPS or FedEx). Or you can take your sneakers in their original box to a Happy Returns Return Bar. You will receive an email when your return is approved and your refund or exchange has been processed.

      International Customers

      Reach out to us at help@cariuma.com with your order number and request. We will send you your return label and instruction.

      How long does a refund or exchange take to process?

      U.S Customers

        1. Refund or Exchange via Happy 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.
        2. Refund or Exchange via Mail
          Once your return has been approved, your refund will be initiated or your exchange order will be shipped. It takes up to 3 weeks for our warehouse to process it. Click here to start your return.

        International Customers

        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?

        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.

        Do you offer exchanges?

        For Australia, New Zealand, Japan, South Korea, Hong Kong, Taiwan, Singapore orders. You can exchange sneakers for different products with the same price.

        For US orders, you can exchange to products suggested by Happy Return.

        We are working on making Exchanges available for other areas and countries. Stay tuned. In the meantime, if you want sneakers in a different size or color, we suggest you to return the sneakers and repurchase.

        Can I return or exchange the extra shoelaces I purchased?

        At this time, ALL accessories, including shoelaces, are final sale.

        Digital Gift Card

        How it works?

        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/ gift card purchase code that we send directly deliver to your email!

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