How to contact us ?
I can’t reach you on the phone anymore! How to contact you ?
Unfortunately, we don’t have access anymore to our former telephone line and therefore won’t be able to respond to your demands by telephone.
We our on the other hand still available by email at email@example.com and promise you we will get back to you in less than an hour from Monday to Friday, from 10am to 6pm (Central European Time Zone).
You can also contact us 24/7 through our Contact Form.
Where is my order ?
You can still check out and follow up your order on our website, in your Carel account, in « My Orders ».
If there is any change, or modification made, or any update on your order status, we will let you know by email.
Will my order be shipped ? / Is it going to be sent on time ?
We are doing our best to ship your parcel as soon as we can. But know that our transportation and logistics departments are still in the process of structuring, taking care of their health in priority. Concerning the delivery time, we are sorry about it but please bear with us and expect some delay as our workforce is quite reduced.
How can I return my order during this period ?
Please don’t take any risk, your health is our priority and as social distancing is crutial today, we decided to extend our return time policy to 60 days. This amount of time might change depending on the news.
Will I receive my refund on the indicated time ? / How long will it take me to receive my refund if I already sent my parcel as a return ?
All of your refund demands will of course be treated but might unfortunately take us a little more time than usual. For more specific information, contact us by email at firstname.lastname@example.org
Where are our shoes made?
Carel shoes are known throughout the world for their quality and fine leather. All our shoes are made in Europe (Italy, Spain, or Portugal).
How to wisely choose my size ?
We are working with several workshops in Italy, Spain and Portugal, asking for their respective expertise and offer you the best quality shoes.
The fitting of our shoes changes a lot as each workshop has its own technique and savoir-faire.
That’s why you will find in every shoe description a « Size Advice » adapted to every design, to guide you.
If you still have doubts on which size you should choose, feel free to contact us by email at email@example.com or through our Contact Form.
How to create an account
● Click on “Account” in the upper right corner of the page
● Fill out the requested customer information
● Save your information
● You will then receive a confirmation email. Check your junk mail if you do not see the confirmation email.
Benefits of creating an account
● Helps Carel remember you and keeps you from having to fill out the same information over and over again.
Payment methods available on our website
We accept PayPal and credit card (Visa, Mastercard) payments via the Ogone payment platform.
Delivery time is from 3-10 business days within metropolitan France.
Overseas deliveries take 5-12 business days.
Delivery Costs and Process
During busy periods, such as sales and other promotional periods, deliveries may take longer.
Deliveries are free of charge for all orders over €350 made in metropolitan France on www.carel.fr.
Delivery fees are €30 for orders placed outside of metropolitan France, and they are free for orders above €500.
Packages all feature a barcode and a tracking number that is made available to the Customer. This number, along with a link to the carrier service provider, is sent by email to the Customer when the order is shipped. This way the Customer can track the shipment in real time.
Packages are sent by La Poste to the delivery address provided by the Customer.
This transport method is available in France and abroad.
Unfortunately, for technical reasons, we are unable to send deliveries to Argentina, Israel, or Angola.
An invoice for the order and a Return Voucher are sent with all packages.
To return one of your items, fill out the Return Voucher or download it directly from our website. You simply need to fill out this voucher and place it in your box, then send it to the following address:
SABOTINE CAREL_Internet Department
35 rue de la Roquette
75011, Paris, France
In accordance with the provisions of Article L. 121-20 of the French consumer code, the buyer has fifteen days from the date of receiptto exercise the right to withdrawal and return, at the Customer’s expense, for the items ordered.
Items must be returned to Carel in perfect condition for resale, in their original state (packaging, accessories, instructions, etc.), properly protected, and accompanied by a return form and a copy of the invoice.
Any decision to exercise the right to withdrawal must be reported beforehand to the Carel Customer Service Department by email: firstname.lastname@example.org or by postal mail to the following address: SABOTINE CAREL Internet Department, 35 rue de la Roquette, 75011 Paris
With prior agreement from the Carel Customer Service Department, shoes may be returned, in compliance with the abovementioned conditions, to our store at 2, rue Tronchet, and only in that point of sale. Returns made to the store are simply dropped off there.
Exchanges can be made in our store. However, refunds can only be made through our e-shop customer service department. In these cases, we will send you an item of your choice or you will be credited the amount of your purchase on the same form of payment used to make your initial purchase. No refunds will be made in one of our points of sale.
Claims regarding a delivery error and/or non-conformity of goods with respect to what is indicated on the purchase order must be made with Carel by the Customer on the day of delivery or at the latest fifteen business days thereafter. Claims made after that time frame will be dismissed.
For refunds, Carel will make every effort to refund the buyer within 30 days from the date the returned good is received. The buyer has 15 business days to return the goods after the return voucher has been received. If the Good does not arrive in the proper return Conditions, the buyer will not be refunded.
Items purchased during sale periods or promotions will not be refunded. Exchanges, however, are accepted.