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Frequently Asked Questions

Can’t find what you’re looking for? Contact our Customer Care via live chat.

FAQs

CARIUMA Care Team

Live Chat

CARIUMA Care Team

Live Chat

Email Customer Care

care@cariuma.com

Email Customer Care

care@cariuma.com

PREORDERS
PRODUCT & FIT
SHIPPING & DELIVERY
RETURN & EXCHANGE
PAYMENT
GIFT CARD
ACCOUNT INFORMATION
PEANUTS COLLECTION
NATIONAL GEOGRAPHIC
CARIUMA X AVATAR
BACK
When will I receive my whole order if it includes a pre-order item? +
Your pre-order item(s) will be delivered to you upon availability. If your order contains a pre-order item(s) and a non-pre-order item(s), the available items will be shipped separately in a new order, and your pre-order item(s) will be delivered once available.
When can I receive my OCA Low pre-order? +
White Canvas Black Polka Dots
  • Shipping date: no later than March 8, 2023
  • EXPRESS delivery will arrive by March 12, 2023
  • STANDARD delivery will arrive March 14, 2023

    Pantone Snow White Canvas Contract Thread / Pink Lemonade Canvas

    • Shipping date: no later than March 10, 2023
    • EXPRESS delivery will arrive by March 14, 2023
    • STANDARD delivery will arrive March 16, 2023

      When can I receive my IBI Slip-On pre-order? +

      White Knit

      • Shipping date: no later than March 10, 2023
      • EXPRESS delivery will arrive by March 14, 2023
      • STANDARD delivery will arrive by March 16, 2023

        When can I receive my SALVAS pre-order? +

        Pantone White Leather Viva Magenta Logo

        • Shipping date: no later than March 8, 2023
        • EXPRESS delivery will arrive by March 12, 2023
        • STANDARD delivery will arrive March 14, 2023

          About CARIUMA X RAZER +

          This is an exclusive collaboration celebrating our shared commitment to a more sustainable world. It’s imagination at work for the greener good—playful, with a purpose.

          This collector’s edition OCA is made with GOTS-certified organic cotton canvas, natural rubber and recycled plastics. They’re handcrafted to feel like the perfect broken-in sneaker, right out of the box. Of course, the star of this collaboration is Razer’s adorable sustainability mascot, Sneki Snek. This cutie will cheer you on as you walk, bike, or skate towards greener choices in your everyday life.

          Your pair saves 10 trees around the world—because when our planet thrives, everybody wins. The sale of this shoe supports the work of Conservation International and their efforts to protect the world's forests.

          SHIPPING:

          Razer orders are eligible for Standard (Free Shipping)

            • 5 business days
            • Fully trackable with Email updates
            • Duties & taxes payable upon checkout (no extra fees on delivery!)
            • Free returns for products unused/unworn/unwashed within 60 days of delivery

              .

            Where do you ship to? +

            We ship to 49 world regions, see full list: www.int.cariuma.com/pages/shipping

            My destination is not listed, how can I purchase your products? +
            You can purchase our shoes at farfetch.com
            When will I receive my order? +

            We offer two delivery options to our customers:

            • EXPRESS shipping, which takes about 2-4 business days to arrive.
            • STANDARD shipping, which takes about 5-6 business days to arrive.

            What are your shipping charges? +
            Based on your selected destination, the shipping rate will be calculated accordingly at the checkout page.
            How do I return or exchange my order ? +

            If your purchase is in $ USD:

            Please initiate returns here, and choose the Return Bar option to get your QR express code (no label needed)! Simply drop off your shoes in the original packaging at your closest Return Bar. Your new exchange order will be shipped in the next 24 hours, and your refund will be initiated immediately.

            You also can choose the Mail option if the Return Bar is not available for your region, print the free shipping label, affix it to the original packaging, and drop off at the carriers listed on the label (USPS, Fedex or DHL) or if the label is DHL, you can arrange the pick-up here, It may take up to 3 weeks to process your return, and you'll receive notification if your return is approved.

            If your purchase is in another currency:

            Please initiate returns here to print your free shipping label. You can either drop off at DHL service points, or you can arrange the pick-up here. Delivery couriers will pick up your return at your selected time and location. You will receive an email when your return is approved, and when your refund or exchange has been processed.

            For China and Singapore customers, please contact us at care@cariuma.com to initiate your return.

            How long does a refund or exchange take to process? +

            Drop By Our Contact-free Return Bar

            After your original pair of sneakers has been accepted at a Happy Returns Return Bar, your refund will be initiated immediately and your new exchange order will ship out within 24 hours. Click here to find a Happy Return Bar location near you.

            Online Return Process via Mail

            It takes up to 3 weeks for our warehouse to process your return or exchange, we’ll notify you once your return has been approved

            What is your return policy? +

            Our return window is 60 days! Returns and exchanges are accepted if your sneakers are:

            • Unworn
            • Unwashed
            • In the original packaging

            When trying on your CARIUMA for the first time (to test fit & comfort), please make sure to only wear them inside on a clean floor. If you plan to return them (or think there’s a slight chance you might need to exchange them), we ask that you refrain from wearing them outside. This eliminates the possibility of dirt, grime, etc. We cannot accept any sneakers that have been worn down, disheveled, washed or altered in any way. All accessories (insole, socks, shoe laces), and single skate shoe purchase are final sale

            How much will I be refunded? +
            you‘ll be refunded the original product value to your original payment method. Shipping fee and taxes and duties are not refundable.
            Can I return or exchange my made-to-order? +

            Made-to-order shoes are not refundable or exchangeable. The products are manufactured according to your original purchase, produced by demand, so we’re left with no more & no less than exactly what’s needed. Find the right shoe size for you here

            Can I return or exchange the accessories I purchased? Like insole, shoelaces.. etc +
            All accessories, including insole, shoelaces, are final sale.
            What forms of payment do you accept? +
            We accept all major debit and credit cards (VISA, Mastercard and American Express), Paypal, Apple Pay, After Pay and our E-gift card.
            Do you charge any sale taxes on the items? +
            Sales tax depends on your shipping destination. If there are any taxes and duties applicable, you’ll be able to see it on your order summary page before payment.
            How does it work? +

            It’s simple! Select your desired gift amount. Add to cart. Check your inbox. You’ll receive the Gift Card Email containing the gift card purchase code. Forward the email to your recipient. They’ll use their gift code during checkout. And, BAM, they’ve got a brand new pair of shoes!

            • Select gift amount
            • Check your inbox for the Gift Card Email
            • Forward the email to your recipient

              Gift cards may be used toward any purchase. After the recipient’s initial purchase, any gift card balance will remain active. All gift card sales are FINAL.

              Is it a digital gift card? +
              Yes, it’s a digital gift card that we send directly to your email!
              How do I take care of my new socks and/or shirt? +

              First,ocks! You can toss them in the washing machine, air-dry or line-dry them when done. Be sure to avoid bleaching and tumble-drying!

              Next, shirts. You can toss your shirt in the washing machine and set it to cold. When it’s done, you can air-dry or iron on low heat. Be sure to avoid dry-cleaning, tumble-drying, line-drying, and bleaching to keep your shirt looking fresh. Washing it with similar colours is always recommended.

              The shoes I want are sold out! +

              Help us decide what to restock by clicking on “Notify Me” on the product page. If there’s enough demand, we’ll make it happen!

              When will you release the next drop? +

              The only way you can know is by following us www.instagram.com/cariuma/

              How do I take care of my shoes? +
              All CARIUMA shoes are design pieces made from natural materials of the highest quality. They require a little love and care to keep them in the best condition:
              • Avoid prolonged and direct exposure to sources of light and heat
              • Store the sneakers in their original packaging
              • Avoid contact with water, oil, perfume or cosmetics
              How do I find my size? +

              We know how important it is to find your perfect fit. Here are a few helpful hints to size your sneaker just right.

              About Earth Day Edition Sneaker +
              We stand for less waste, more trees, and constant evolution. We wanted this sneaker to be equally value-driven: built to last, handcrafted with a blend of organic cotton + recycled canvas, featuring “burnt” no-fray lace tips and bio-based eyelets. We’re most excited about our brand-new BLOOM rubber, made with algae—an infinitely renewable resource we used to create an especially lightweight outsole. Every pair directly supports the planting of 10 Trees in the Brazilian rainforest.
              Can I return or exchange my Earth Day Edition Sneakers? +
              All Earth Day Edition sneakers are Made-To-Order, and not eligible for exchanges or refunds.
              About The PEANUTS Collection +
              Take Care of Yourself. Take Care of Each Other. Take Care of the Earth.

              Step into the world of Snoopy and friends, for a collection themed to Take Care with Peanuts. These highly collectible designs celebrate all the ways we take care, with something for the daydreamers, the friends, the surfers, and tree-planters alike.

              SHIPPING AND DELIVERY +
                The PEANUTS Collection is available to ship to the following countries via our Standard & Express Shipping:

                The United States, it’s territories and possessions, Canada, Austria, Australia, Belgium, Brazil, Brunei, Bulgaria, China, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Japan, Korea, Latvia, Lithuania, Luxembourg, Macau, Malaysia, Maldives, Malta, Mexico, Monaco, Netherlands, New Caledonia, New Zealand, Norway, Poland, Portugal, Romania, Singapore, Slovakia, Slovenia, Spain, Sweden, Taiwan, Thailand, and United Kingdom.

              About NATIONAL GEOGRAPHIC + CARIUMA +

              Through groundbreaking storytelling from the best and brightest scientists, explorers, photographers, and filmmakers in the world, National Geographic has ignited the explorer in all of us for over 133 years. Featured prominently in this collaborative design, their striking yellow border is a portal to explore the farthest reaches of the Earth, and beyond.

              We’re on a mission to protect our planet for the next generation of surfers, skateboarders, and explorers. Starting with a better sneaker — something timeless, seriously comfortable, made ethically — we strive to reduce our day-to-day impact, and give back with gratitude to the Earth.

              Your purchase supports the global, nonprofit National Geographic Society in its work to protect and illuminate our world through exploration, research, and education. In addition, we’re proud to plant two trees in the Brazilian rainforest for every pair of sneakers sold, through our in-house Ecological Restoration Program.

              SHIPPING AND DELIVERY +
              NATIONAL GEOGRAPHIC + CARIUMA is available to ship to the following countries via our Standard & Express Shipping:

              The United States (including Puerto Rico & Guam), Canada, EMEA: Austria, Belgium, Bulgaria, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Monaco, Netherlands, Norway, Poland, Portugal, Romania, Slovenia, Spain, Sweden, Switzerland, and United Kingdom, LATAM: Brazil, Mexico.

              About CARIUMA X AVATAR +

              Thirteen years have elapsed since your first encounters with Sully and Neytiri in the dazzling rainforests of Pandora.

              Now, the Na'vi are ready to welcome you back home: this time, plunging us into the depths of Pandora's luminous oceans. This adventure in sustainable design comes on the eve of AVATAR's second installment: The Way of Water. Discover two limited edition designs, inspired by the expansive world of AVATAR. Experience underwater by night with our glow-in-the-dark OCA Low and an artistic representation of the wings of the mountain banshee in our 100% vegan VALLELY and OCA High.

              How do I opt-out of marketing emails? +

              If you no longer wish to subscribe to our emails, you can easily do so by:

              • Clicking on the unsubscribe link in one of our emails.
              • Sending us an unsubscribe request here; or
              • Contacting our care team here. We'd love to know a little more about how we can improve.
                Please note, once you unsubscribe:
                • It may take up to 10 business days for the request to take effect.
                • You may receive order tracking and order confirmation emails if you have placed an order.
                • You may still receive emails regarding Back in Stock items if you have wait-listed items in your account.
                • You may still receive an email if there are any changes in our Terms of Use.

                  If you’d like to start receiving updates from us again, you can reactivate your subscription anytime.

                  Press Inquiries

                  please email press@cariuma.com

                  Wholesale Inquiries

                  please email wholesale@cariuma.com

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