RETURN POLICY
You may request a return for any item purchased on carven.com within 14 calendar days of delivery, in accordance with your right of withdrawal.
A prepaid DHL return label is included in the parcel to make the return process easier.
Please follow the instructions below to return your order:
- Within 14 calendar days of receiving your order, please register your return request via our online form by clicking here.
You will receive an email summarising your request and confirming receipt shortly.
Once your request has been approved by our team (within 24 business hours), you will receive a confirmation email.
You may also send your return request by email to our Customer Service team at customer.service@carven.com, including your full name, order number and the reason for your return.
Our team will respond to your email within 24 business hours to acknowledge receipt of your request and confirm whether it has been accepted.
Returns should be registered in advance, as simply sending an order back without a prior request is not sufficient to express your wish to withdraw. - Once you have received the confirmation email, prepare your return and affix 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 “Ship”, then “Schedule a Pickup”, and choose a convenient date, time slot, and location within 14 calendar days of your return request.
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. Only returned items will be refunded; shipping costs are non-refundable.
If your return is split across multiple shipments, a second prepaid label cannot be issued. Any items returned subsequently must be sent at your own expense and responsibility to the address confirmed by our Customer Service team.
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.