You have 14 calendar days from the date of receipt of your parcel to request a return. Carven offers complimentary returns via DHL using the prepaid label included in your parcel.
How can I return a product via DHL?
Carven offers complimentary returns via DHL, limited to one return per order.
- To request a return, please email our Customer Service team at customer.service@carven.com within 14 calendar days of receiving your order. Kindly include your full name, order number, and the reason for return. You will receive a confirmation once your request has been processed.
- Prepare your return by placing the item(s) in their original packaging and affixing the prepaid DHL label included in your parcel. Please ensure that all items are returned in their original condition, with all tags attached. Returns that do not meet these conditions will not be accepted or refunded.
- To schedule a DHL collection, please visit mydhl.express.dhl, select “Schedule a pickup”, and choose a convenient date, time slot, and location within 14 calendar days of your return being authorised.
Once your return has been received and approved, your refund will be issued to the original payment method within 14 days. You will receive a confirmation email once the refund has been processed.
Return conditions:
Items must be returned in their original packaging, along with any accessories and documents provided (labels, instructions, guarantees, certificates of authenticity).
Please pack items carefully to ensure they are protected in transit.
We are unable to accept returns for items that are worn, damaged, soiled, stained, washed, or incomplete.
For footwear, soles must remain in perfect condition. We recommend trying shoes on a carpeted surface only.
What if my item is damaged or incorrect?
If your item arrives damaged or does not match your order, please contact our Customer Service team at customer.service@carven.com. We will be pleased to assist you.