RETURNS
RETURNING AN ONLINE ORDER
Thank you for trusting Carmina Shoemaker! We hope that you are satisfied with your purchase.
Nevertheless, if for whichever reason you are not satisfied with your purchase, we offer a 30-day timeframe to return your items.
Kindly request your return directly via your Carmina client account, under the My orders section.
In the case that you have placed an order as a guest, contact our customer service team at info@carminashoemaker.com.
The client must notify us of their intention to return within 30 days of receiving their order directly via info@carminashoemaker.com. The items must be shipped within 14 days after notifying us of their return. We are unable to process returns that are received outside of this time frame.
Once the request has been authorized, our customer service team will provide you with a return label, and tracking number to be able to return your item.
PRODUCTS NOT ELIGIBLE FOR RETURN
In accordance with the rules of regulation of online commerce, the following items cannot be returned:
• Socks
• Shoes with metal toe-caps installed by the client's request
• Custom and MTO products
• Any product which has been modified by the client's request
• Any item which has been used, and therefore, cannot be resold
Kindly refer to the product descriptions before placing an order. Any items we have to return to you will also incur shipping costs.
THE RETURNED ITEM'S CONDITION
We can only accept the return of items in their original condition. All returns are inspected upon their arrival. We may have to reject a return should it present signs of wear or damage (e.g. wrinkled vamps, scratched soles, etc.). We will have to charge the costs associated with your shipment or deduct the damages from your refund. We highly recommend that you try the shoes on a carpet floor.
SHIPPING COSTS RELATED TO RETURNS
Carmina Shoemaker will not cover the return shipping costs, with the exception of those products for which the return is attributable to Carmina. This would include defective items or those which do not match the client's order.
DEFECTIVE ITEMS
You must verify the conformity of the products at the time of delivery, preferably before trying on the shoes. If you believe that a product you received is defective, please notify our team immediately via info@carminashoemaker.com , and indicate the problem (we recommend sending photos of the defective product). In most cases, we will need to inspect the items and arrange a prompt collection. After the inspection, we will contact you to offer an appropriate resolution. If the reported failure is deemed to be the result of wear, and/or the shoes have been worn, we cannot accept responsibility.
EXCHANGES
Clients who wish to return an item for an exchange, shall notify us of their intention to exchange via email (info@carminashoemaker.com).
The first exchange on items exceeding a value of $180 is complimentary. Kindly note that we may have to request the separate payment to cover shipping expenses for subsequent exchanges or those of orders containing complimentary gifts or items under $180.
All exchange items are subject to stock availability and price. We will inform you in the case that an item must be manufactured, as well as any outstanding payments in the event of exchanging for an item that is priced differently from your original order.
If you have any doubts regarding stock availability or prices, contact our Customer Service team via info@carminashoemaker.com.
All exchange orders will benefit from a new tracking number, which will be provided via the email linked to your order.
Kindly note that items returned without authorization will not be refunded or exchanged.
REFUNDS
We will issue your full refund for returned products via the same payment method used for the original purchase - as long as the products comply with all of the terms listed above. Processing time for your refund is 7-14 days after the confirmation receipt notification. We will deduct a $35 fee to cover the transportation costs.
RETURNS AT CARMINA STORES
If you attempt to return an order outside of these conditions, we may have to return it to you, and ask you to cover shipping costs. Carmina Shoemaker reserves the right to accept or reject any return. Please read the return instructions carefully.