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You have 30 days from the date of receipt of your package to make a return. Carven House will send you a return by DHL using the prepaid label included in the parcel.

How can I return a product by DHL?

Carven House will cover the return shipping costs, up to a limit of one return per order.

  1. Send a return request by e-mail to customer.service@carven.com. Indicate your first name and last name, your order number and the reason for the return. A confirmation e-mail will be sent to you once your request has been processed.
  2. Prepare your return and attach the prepaid DHL label (received with your order) to the parcel. Please ensure that the item(s) you wish to return are in their original condition and packaging, and include all labels. Otherwise, we will not be able to approve your return and process your refund.
  3. Schedule a DHL pickup by clicking on the following link: https://mydhl.express.dhl/ and then on "schedule a pickup" in order to agree on an appointment (date, time slot and location) for the package pickup.

Your refund will be made to the account or credit card used to pay for your order, within 14 days of receipt of the package, subject to acceptance of your return. An e-mail confirming your refund will be sent to you.


Return conditions :

Return the item(s) in their original packaging, along with all accessories and documents supplied (labels, instructions, warranties, certificates of authenticity) as well as the delivery note. We recommend that you pack the item(s) carefully to ensure protection during transport. Any item returned incomplete or damaged will not be reimbursed. For shoes, the soles must be intact: we recommend that you try on Carven shoes on a carpet or rug.

What should I do if my product is damaged or does not correspond to my order?

If one of your items is damaged or does not correspond to your order, please contact our customer service department by e-mail at customer.service@carven.com.