How do I return an item and within what timeframe?
You may request the return of any item purchased on carven.com within 14 calendar days of the delivery date. 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 (limited to one return per order):
- Within 14 calendar days of receiving your order, please register your return request here or send a request by email to our Customer Service team at customer.service@carven.com. For requests submitted by email, kindly include your full name, order number, and the reason for return. You will receive a confirmation once your request has been processed.
- 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”. When asked “Do you need to create a shipping label?”, select “No” and enter the waybill number from your return label. You can then schedule the pickup at your convenience, within 14 calendar days of your return request.
Once your parcel is received, we will perform a quality check and process your refund within 14 days. Only returned items will be refunded; shipping costs are non-refundable.
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.
Can I exchange my order?
We do not offer an exchange service for online orders.
If the size of the item you ordered does not suit you, you may return it using the prepaid label within 14 days of receiving your order for a refund. Please ensure that the item is in its original condition and that all tags remain attached.
What is the cost of returning a product?
We do not charge any fees for processing returns.
To make your return easier, a prepaid DHL label is provided with every order.
Only returned items will be refunded; shipping costs are non-refundable.
Should you no longer have your prepaid return label, please contact our Customer Service team at customer.service@carven.com.
If your return is split across multiple shipments, we will not be able to provide a second prepaid label.
How will my refund be issued?
Your refund will be issued using the same payment method as your order. The customer’s account will be credited within thirty (30) days from the return request. This period may be extended until the products are received.
Is it possible to have my refund issued to a different payment method?
Refunds will be processed to the same payment method used for the purchase.