Returns and Refunds Policy

We accept returns within 30 days, starting from the day your order was delivered.

Returned items must comply with our returns policy:

  • Items must be returned unworn, undamaged and unused, with all tags attached and the original packaging included.
  • Final sale items cannot be returned unless the item arrives damaged or faulty when delivered to you.
  • Footwear and accessories must be returned with the original branded boxes and dust bags, where provided, and placed inside a protective box when returned.
  • When trying on footwear, please do not mark the soles or damage the shoe box.
  • If an item has a CARMIONATE security tag or brand tag attached, it must be returned with the tag in its original position.
  • Due to the nature of socks, we will not be able to accept returns unless the item is damaged or faulty when delivered.
  • Made-to-order items cannot be returned as they have been created to your specification unless the item arrives damaged or faulty when delivered to you.

Please be careful when trying on your purchases and return them in the same condition you received them. Any returns that do not meet our policy will not be accepted.

Customers are liable for any returns made at their own expense, which do not use our standard return service. If returning from a country different from the country in which the order was received, customers must bear the return costs and be liable for the return. This excludes orders in which an incorrect item was received or was damaged, or faulty.

To create a better shopping experience for our customers, we offer a flexible returns policy. We monitor the number of returns and reserve the right to close your CARMIONATE account or restrict future orders if your return behaviour is in breach of our Returns Policy. Read our Terms & Conditions here

Cancelling an order under the Consumer Contracts Regulation
Depending on where you live, you can also choose to cancel your order under the Consumer Contracts (Information, Cancellation and Additional Charges) 2013 Regulations (CCRs). If you would like to cancel your order, you must notify us of your wish to cancel within 14 days from the date your order arrived using one of the methods set out below. If you choose to cancel your order (or part of your order) before it has been prepared for shipment (usually when the shipping label is printed), the items will not be sent out to you, and you will receive a full refund, including shipping costs.

If you choose to cancel your order (or part of your order) after it has been prepared for shipment (usually when the shipping label is printed), the items will need to be returned. Once the returned products have been received and accepted, you will receive a full refund, including shipping costs. Your statutory rights in relation to cancellation/withdrawal (as set out in section 10 of the Terms and Conditions) are not affected.

Once you notify us, you will be responsible for the cost and arrangement of returning the items to the CARMIONATE brand or partner boutique you ordered from.

For more information on cancelling an order under the Consumer Contracts Regulation (CCRs), view section 7 of our Terms & Conditions.

To cancel a contract, you must inform us, preferably:

  • By telephone, giving us your name, address and order reference;
  • By email at customerservice@carmionate.com quoting your name, address and order reference; or
  • By completing and returning this cancelation form to the address specified in the form.

HOW TO RETURN

As part of our commitment to reducing our environmental impact, our return instructions are paper-free. This benefits our customers, our people, and our planet.

When returning your items, please include any accessories, branded boxes or cases that came with your order, in the reusable CARMIONATE packaging. If anything is damaged or missing from your return, you may not receive your refund.
Whether you arrange a collection or drop off your return, you’ll need to do this from the country or region you ordered to.

Here’s what you need to do:

  1. Go to Orders & Returns if you have an account. If you placed your order as a guest, enter your guest order details here
  2. Find the order you want to return and click Return Item(s)
  3. Select each item and your reason for returning.
    Select the in-store in your account and take the return to your chosen CARMIONATE partner boutique or courier drop-off point
    Prepare your return
  4. Place the item inside the CARMIONATE packaging – don’t forget any brand boxes, dust bags, or cases
  5. Attach your Return Label to the outside of the CARMIONATE packaging. 
  6. If you received a Return Note with your order, attach it to the outside of your package
  7. Give the Waybill Doc to the courier. Make a note of the Waybill Number to track your return

When your package is collected or dropped off, make sure you ask the courier to scan the label so you can track your return.

Need to reschedule your return collection? You can do this by heading to Orders & Returns in your account.

Returns from different brands or partner boutiques received individually should be packaged separately and the correct Return Label attached to the outside of each CARMIONATE package.
All the documents you need to return your item should be included in your CARMIONATE package. If you need to reprint them, head to Orders & Returns in your account, or if you placed an order as a guest, enter your guest order details here

    REFUNDS

    Once your return has been received by our brand or partner boutique, it can take up to 7 calendar days to process. If your return has been accepted, your refund will be processed to the original method of payment used to place your order, excluding any delivery costs. Where applicable refunds can take up to 14 days to show in your account, depending on your payment provider.

    To track the return of your package, use the Waybill Number from the Waybill Doc included in your order. Or check the status of your return by going to Orders & Returns in your account. If you placed your order as a guest and want to track your return, enter your guest order details here

    If you receive an item in a flawed or damaged condition, or if it doesn’t quite match the description on our website, contact our Customer Service team as soon as possible.

    We’ll liaise with the Partner, and if applicable, arrange for the return of the faulty product. You may have the option to select a full refund to your original method of payment, or a refund to your Carmionate account, where available (which will be subject to the terms specified above in “Refund to your Carmionate account” section.

    MADE-TO-ORDER AND PRE-OWNED ITEMS

    Made-to-order items:

    Due to the nature of made-to-order items and the fact that they have been specially created for you, we can not accept returns unless the items are damaged or faulty when delivered to you.

    Pre-owned items:
    Pre-owned items sold at CARMIONATE are checked prior to sale to guarantee their quality and precision. These items should be treated with care and returned in the same condition they were received.

    If any of your purchases arrive in a flawed or faulty condition, contact our Customer Service team.