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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
CARIUMA Care Team
Live Chat or SMS Message Text +19093216332
Email Customer Care
Customer Care
Press inquiries, please email
Press Inquiries
For Wholesale, contact
Wholesale
PREORDERS
PRODUCT & FIT
INTERNATIONAL SHIPPING
RETURN & EXCHANGE
PAYMENT
GIFT CARD
BACK
When can I receive my whole order if it includes pre-order items? +
We will ship your whole order together with your pre-order items on below shipping dates
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.

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
When will you release the next drop? +

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

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!

Where do you ship to? +

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

How long does the shipment take? +

We offer two delivery options to our customers

  • EXPRESS shipping, which takes about 3 business days to arrive, shipping fee starts from $4.95
  • STANDARD shipping, which takes about 5 business days to arrive, free shipping

The shipping options and rates will be various according to your country, it will be presented at shipping method page when you check out the order

I didn’t find my country in the full shipping list, where else I can purchase it? +
You can purchase our shoes at farfetch.com
What is your return policy? +

We've extended our return window to 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 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

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 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!
    When can I receive my IBI Low pre-orders? +

    Stone Light Grey

    • Shipping date: no later than 15th June 2021
    • EXPRESS delivery will arrive by 18th June 2021
    • STANDARD delivery will arrive by 22nd June 2021

      Black/Navy/Off-White/Mineral Blue/Red/Rose/Sand/Stone Black/Stone Blush/ Stone Grey/Yellow

      • Shipping date: no later than 28th June 2021
      • EXPRESS delivery will arrive by 1st July 2021
      • STANDARD delivery will arrive by 5th July 2021
        When can I receive my IBI Slip-on pre-orders? +

        Red/Rose/Green/Mineral Blue/White/Light Grey/Black/Yellow

        • Shipping date: no later than 28th June 2021
        • EXPRESS delivery will arrive by 1st July 2021
        • STANDARD delivery will arrive by 5th July 2021
          When can I receive my OCA Low pre-orders? +

          Off-white Canvas

          • Shipping date: no later than 28th May 2021
          • EXPRESS delivery will arrive by 2nd June 2021
          • STANDARD delivery will arrive by 7th June 2021

            Green/Rose Canvas

            • Shipping date: no later than 22nd June 2021
            • EXPRESS delivery will arrive by 25th June 2021
            • STANDARD delivery will arrive by 29th June 2021

              Red/Yellow Canvas

              • Shipping date: no later than 29th June 2021
              • EXPRESS delivery will arrive by 2nd July 2021
              • STANDARD delivery will arrive by 6th July 2021

                Black Canvas

                • Shipping date: no later than 1st July 2021
                • EXPRESS delivery will arrive by 6th July 2021
                • STANDARD delivery will arrive by 9th July 2021

                  All Black Canvas

                  • Shipping date: no later than 1st July 2021
                  • EXPRESS delivery will arrive by 6th July 2021
                  • STANDARD delivery will arrive by 9th July 2021

                    Black/White Polka Dots Canvas

                    • Shipping date: no later than 1st July 2021
                    • EXPRESS delivery will arrive by 6th July 2021
                    • STANDARD delivery will arrive by 9th July 2021

                      Mystic Grey/Navy Canvas

                      • Shipping date: no later than 5th July 2021
                      • EXPRESS delivery will arrive by 8th July 2021
                      • STANDARD delivery will arrive by 12th July 2021
                        When can I receive my CATIBA PRO pre-orders? +

                        Black Contrast/Ivory

                        • Shipping date: no later than 14th June 2021
                        • EXPRESS delivery will arrive by 17th June 2021
                        • STANDARD delivery will arrive by 21st June 2021

                          All Black Gum/Ivory

                          • Shipping date: no later than 14th June 2021
                          • EXPRESS delivery will arrive by 17th June 2021
                          • STANDARD delivery will arrive by 21st June 2021

                            Off-White Vintage/Black

                            • Shipping date: no later than 14th June 2021
                            • EXPRESS delivery will arrive by 17th June 2021
                            • STANDARD delivery will arrive by 21st June 2021

                              Rose/Ivory

                              • Shipping date: no later than 5th July 2021
                              • EXPRESS delivery will arrive by 8th July 2021
                              • STANDARD delivery will arrive by 12th July 2021

                                All Black/Ivory

                                • Shipping date: no later than 5th July 2021
                                • EXPRESS delivery will arrive by 8th July 2021
                                • STANDARD delivery will arrive by 12th July 2021
                                  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.

                                  When can I receive my IBI Earth Day pre-orders? +

                                  In celebration of Earth Day 2021, we developed a limited, made-to-order release of our bamboo sneaker, the IBI. We’re producing sneakers by demand, so we’re left with no more & no less than exactly what’s needed

                                  • Shipping date: no later than 7th June 2021
                                  • EXPRESS delivery will arrive by 10th June 2021
                                  • STANDARD delivery will arrive by 14th June 2021
                                    Can I return or exchange my IBI Earthy Day shoes? +

                                    There are no returns or exchanges for the IBI Earth Day Shoes. These limited edition sneakers are made to order. We’re producing sneakers by demand, so we’re left with no more & no less than exactly what’s needed. Find the right shoe size for you here

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