SHIPPING AND RETURNS

DELIVERY


We offer free shipments for orders over 180€.


When will I receive my order?


Any orders with items in stock will be processed immediately and shipped within 2-7 business days depending on the country. 


Does Carmina ship worldwide? 


We do offer worldwide shipping. We currently do not ship in Egypt. 


Shipping to Russia is currently suspended. 

Russian orders are shipped via the Spanish National Post office (Correos). Delivery by post can take around 15-45 days. 


Import duties, taxes and charges for orders outside the European Union are not included in the item price or shipping charges and will not be displayed on the website. Please check with your local country's customs office to determine what these additional costs will be prior to purchasing our products.


How are exotic skin items shipped?


Orders outside the European Union containing exotic leather items (lizard, alligator, crocodile...) must be accompanied by a CITES certificate issued by the Spanish ministry that indicates the traceability of the leather.


• This certificate is only needed to export pairs of exotic skins outside the EU.

• Official CITES Certificates are issued by the Spanish administration and usually delay shipments by approximately 1 month from the submission date.


How can I track my shipment?


As soon as the order leaves our warehouse an automatic email will reach you with your tracking number. You will then have updated details regarding the expected date of the delivery and specific location of the parcel.


Does my order include VAT?


Only if you are browsing from within the European Union and it will display the VAT corresponding to your shipping country. Our website is "geo-sensitive" and will automatically display the price without VAT if you are browsing from outside the EU.


Will I pay import costs?


Carmina will not charge VAT for any order shipped outside the EU.

However, any import duties, taxes, and charges are not included in the final price or shipping charges at checkout. Please check with your country's customs office to determine what these additional costs will be prior to purchasing our products.


How do I calculate import taxes paid upon arrival?

 

Import duties, taxes, and charges are calculated by local customs inspectors. Generally, payment for these import costs is requested before the delivery of the item. Please check with your country's customs office to determine what these additional costs will be prior to purchasing our products. 


Shipments in transit cannot be cancelled. Any shipment in transit outside the EU and subject to Customs processing will be liable for payment even if cancelled. The client will bear all costs associated with the rejection of the shipment and its return to us, such as shipping costs and customs duties. These are determined by the shipping company.  The payment of these costs will be informed by our customer service team, depending on the case. In case of a refund, please note that it might take longer than usual. 


Once an order that contains multiple items has been placed, please note we cannot split the order in various shipments. If this is needed, you will have to place two separate orders. 

 

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 time-frame 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.


Clients returning orders from outside the European Union must include their invoice within the parcel. It must also be specified on the box, and the invoice, that this is a return.


In order to return exotic leather items, both the original CITES and the exit CITES from the client's country must be included. Obtaining and processing all the necessary documentation to return any product made with exotic leather is the responsibility of the client. If you have lost the original CITES documentation, please contact info@carminashoemaker.com. Carmina Shoemaker will not be responsible for the lack of documentation necessary to process returns with CITES, for the rejection of this at Customs and will not cover any loss related to its inadequate return.     


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. 



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 (eg. 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 AND CUSTOMS COSTS RELATED TO RETURNS


Carmina Shoemaker will not cover the return shipping and customs 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


If returning for an exchange, please indicate in your petition, as well as on the note included with all other documentation, the new product you would like to receive.   


There may be a difference in price between items. In this case, we will be in contact with you to inform you of how to proceed with the payment. 


We will notify you once your parcel has arrived at our installations, and has been logged into our system. The time frame, within which the requested items are processed and shipped, is of 2-3 days. All exchange items are subject to stock availability and price. We will inform you in the case that an item has to 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 authorisation 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.



RETURNS AT CARMINA STORES  


For the time being, we are unable to process any returns (refund or exchange) of any items purchased online at www.carminashoemaker.com through any of our official Carmina Shoemaker 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.



*All products with shipping address to Japan will be governed by the terms and conditions stipulated in the Japanese language.