Question 1

Where is my order?

Accepted Answer

Visit our Check Your Order Status page here:

Enter your order number and email address; You can also look it up with the tracking number.
Click "order information" to view order tracking and details.
Please note that if items in your order are on pre-order for a later date, your whole order will be shipped then, all your items together!

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, 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 - through cariuma.fr

Portugal

Germany

Italy

APAC:

Australia and New Zealand - through cariuma.au

Singapore

Japan - through 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

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

Unworn
Unwashed
In the 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. All accessories (insole, socks, shoe laces), 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.

Question 6

When will I receive my pre-order?

Accepted Answer

Your pre-order item(s) will be shipped to you:

As per the shipping date stated on the website when the order was placed
Upon availability

If your order includes an item that isn't a pre-order, please know that it will be shipping out along with your pre-order as per the shipping date on the order confirmation/item page. All your items together!

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

Benefits of registering on CARIUMA:

Access to track orders
Review your order history
Add multiple addresses and payment methods for easy checkout
Easy-to-share favorites list
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

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 11

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 12

How long does shipping take?

Accepted Answer

We offer two delivery options:

EXPRESS shipping, which takes about 3-4 business days to arrive.
STANDARD shipping, which takes about 5-6 business days to arrive.

Question 13

How do I return or exchange an order?

Accepted Answer

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 it off at the carriers listed on the label (USPS, 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.

Question 14

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 15

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:

Clicking on the unsubscribe link in one of our emails.
Sending us an unsubscribe request here; or
Contacting our Client Experience 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.

Question 16

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 17

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 18

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 19

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.
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.

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 20

What are your shipping charges?

Accepted Answer

Based on your selected destination, the shipping rate will be calculated accordingly at the checkout page.

Question 21

How long before I receive my refund?

Accepted Answer

Once your return has been approved, it takes 5-10 business days for the refunded amount to be reflected in your original payment method.

Question 22

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 23

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 24

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 25

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 26

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 27

Do you ship to P.O. boxes?

Accepted Answer

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

Question 28

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 29

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 30

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 31

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 32

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 33

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!

Question 34

Can I return an accessory?

Accepted Answer

All accessories, including insoles and shoelaces, are final sale.

Question 35

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 36

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 37

Do you offer gift receipts?

Accepted Answer

We currently do not offer gift receipts.

Question 38

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 39

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.

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