FAQ

Return & Refund

The procedure is simple!

We allow 14 days from the day you receive your order, to send us a request to return your recent purchase if this one hasn't been worn and is in good condition for resale.

After this period, no return will be accepted.

Your request must be send to our Customer Service at this following address: bonjour@carel.fr
In order for us to reply to your request as quickly as possible, please send us the following informations:
Order number
Reason of your return : Exchange, Refund, or Credit Note

An answer will be brought to you within 24 to 48 hours (working days)

Then we will send you a confirmation that your order is granted for a return.
All the steps of your return will be detailed in our email
We kindly ask you to follow each step carefully so that your return will be validated and your request for exchange, refund or credit is processed quickly.

Make sur you will fill the form carefully and enclose it in the package with the item(s) you wish to return and the invoice corresponding to your order (you can also view and download the form here).

If you have opted for a credit note or direct exchange:
The return costs are free!
A prepaid return label will be sent to you in our email confirmation.

If you have opted for a refund:
The return costs will be at your expense.
A return label will be sent to you in our email confirmation.
However please note that the return cost will be deducted from your refund.

You will simply have to print it and stick it legibly on your parcel once all the elements have been inserted in it.

Exchanges made independently by the customer without approval from our Customer Service Department will not be considered as exchanges but as a new order and therefore not eligible for a prepaid return label.

Warning: For security reasons, it is imperative that you keep the proof of deposit of your return package as well as the tracking number.

In accordance with the provisions of Article L. 121-20 of the Consumer Code, the buyer has a period of fourteen clear days from the date of receipt of his order to exercise his right of withdrawal and return the products ordered for a refund or exchange in the form of credit.


1. The products must be returned to CAREL, in perfect condition for resale, in their original condition (packaging, accessories, instructions, etc.) and properly protected.

2. Any gifts offered at the same time of the order must be returned in the same way as the products and under the same conditions.

3. The reception, the quality control, as well as the treatment of your return can take up to 20 working days (this period is likely to be lengthened in period of strong affluence)

4. Credit notes can only be used on our website and will not be accepted in our points of sale (store or department store)

5. It is imperative to kepp a proof of shipment until your refund is effective on your bank account or your credit received by e-mail.


During the sales period, refunds are not active and can only be made in the form of a credit note, valid only on the carel.fr website 

Exhanges made independently by the customer without approval from our customer service department will not be considered as exchanges but as a new order and therefore not eligible for a prepaid return label.

You have of course the possibility to exchange your order !

You can choose between too options :
1) A direct exchange with no fees if you want the same design but in a different colour or size.
The direct exchange will be made as soon as we will received and validated your return in our warehouse.
According to the stock availability we will proceed with the direct exchange.
You will then receive a email confirmation that your new order has been shipped, with your new tracking number in order to follow your parcel.
2) A exchange by a credit note if you want to opt for a different design :
A credit note for the amount of the returned item(s) will be sent to you by email within 7 working days after the reception and validation of your returned package in our warehouse.

Be careful :
This credit note will be sent to you as a code by email address and is valid for 1 year.
Credit notes are only valid on our website.
You can find all the details about credit notes in our section "How can I use my credit note ?"
Both of those options include a free return label.
Please email us in order to approve your return for exchange.

After reception of your package in our warehouse and its validation by our logistic team, the refund process will take up to 15 working days to appear on the same payment method as the one used to purchase.

During the sales or exceptionnal offers period, products that have had a discount can only be exchanged or credited in the form of a credit note, valid only on carel.fr/en for 1 year.
Return period is the same as usual : you have 14 days from the day you receive your order to request for a return.
Please note that during the sales period, the shipping and return time may be extended.

Return will not be accepted in our shops/corners.
All online purchases must be return in our warehouse.
Please find the return process in "How can I return my order ?"

Each credit note is linked to your CAREL personal account.
You will have to connect to your account to see it appear.
The code must be added to your purchase in the dedicated section "CODE" in your basket.
The amount of your credit note will be deducted from your cart.

If you do not have a personel account, the credit not will be linked to the email address you used to make your purchase.

Important to note :

Credit notes can only be used online.
Then can not be used in one of our store.
Credit notes are not cumulative with any current discount or ongoing promotion.
It is a nominative code, it can only be used by you.

If you struggle to find your credit note, or if this one doesn't work, do not hesitate to email us to bonjour@carel.fr
Our Customer Service will response to you within 24 to 48 hours (working days)


Size guide

EACH SHOE IS UNIQUE AS YOU ARE ;)

90% of our shoes are handmade in exclusive italian fabrics. Size may vary from one design to another. We advise you, once you take your measurements, to refer to the tab "Size & Advice" that you can find below the button "Add to cart" .

How to measure your size ?

Our tip:

While wearing a sock, place your foot against a wall on a sheet of paper long enough to keep your foot from sticking out.
Be sure to keep your heel firmly against the wall and your foot flat.
Make a small mark in front of your longest toe.
Finally, measure the distance between the end of your sheet and the mark you made.
If the length is between two sizes, round up to the biggest one.

Foot lengths
in INCHES		 Foot lengths
in CM		 Sizes
FR / EU
8,543 in 21.7 cm 34
8,661 in 22 cm 34.5
8,818 in 22.4 cm 35
8,937 in 22.7 cm 35.5
9,055 in 23 cm 36
9,212 in 23.4 cm 36.5
9,33 in 23.7 cm 37
9,448 in 24 cm 37.5
9,606 in 24.4 cm 38
9,724 in 24.7 cm 38.5
9,842 in 25 cm 39
10 in 25.4 cm 39.5
10,118 in 25.7 cm 40
10,236 in 26 cm 40.5
10,393 in 26.4 cm 41
10,511 in 26.7 cm 41.5
10,629 in 27 cm 42