FAQs

We accept credit card payments (Visa, Mastercard, American Express), as well as express payment methods such as PayPal, Apple Pay and ShopPay.

International transactions are handled via Global-e, so payment methods are adapted to each country.

Yes, we offer payment in instalments via Alma in France and Klarna internationally.

Follow the steps below to take advantage of this service:

1. Add your products to the cart. The amount of your basket must be between €200 and €2000.

2. Select payment 3 times without fees at the checkout step.

3. Complete and validate the pre-filled form so that your request is taken into account.

Payments made on carel-paris.com are secured by Shopify Payments and Global-e.

Once the order has been validated, no modification or cancellation is possible. However, you have 14 days from reception of your order to return it free of charge for an exchange or a credit note.

The price displayed at checkout includes shipping, taxes, and customs fees for international orders.

Parcels are usually shipped within 24 to 48 business hours (Monday to Friday).

During launch periods, sales etc... delivery times may be longer.

Delivery within France is free for orders over €350. Below this amount, delivery costs €5 with Colissimo home delivery or €4 with Colissimo to a pick-up point.

For international orders, delivery is free and is carried out with DHL Express to your home address only.

Once your order has been shipped, you will receive an email with all the delivery information, your tracking number, and a tracking link. You can then track your package using the link or by entering your tracking number on the carrier's website and be notified of the delivery date.

To ensure the safety of your package, all orders are sent in a discreet package. Inside, the items are wrapped and protected.

We invite you to contact our customer service at the email address bonjour@carel.fr, our agents will provide you with a quick response and the best solutions!

If you notice that your package is in “return to sender” status, it has then automatically been sent back to our workshop.

We invite you to contact our customer service at the email address bonjour@carel.fr so that we can send it back to you.

Creating an account is not required to make a purchase on the site.

However, we recommend doing so because:

• Track your deliveries
• Enjoy early access to new products
• To be surprised with thoughtful gestures throughout the year

You have 14 days from the date you receive your order to request a return if an item does not meet your expectations.

Return procedure:

1. Contact our Customer Service at the following address: bonjour@carel.fr
2. Include the following in your email:

• Your order number
• The reason for the return
• Your preferred option: credit store, exchange, or refund

Our team will respond within 24 to 48 business hours with detailed instructions and the return form to complete.

Once your request is approved:

• Carefully fill out the return form
• Include it in your package along with the original invoice
• Ensure that the items meet the return conditions

Return address:
SABOTINE (CAREL)
35 rue de la Roquette
75011 Paris
France

We strongly recommend that you keep your proof of shipment and tracking number until your return has been fully processed.

In accordance with the provisions of Article L. 121-20 of the Consumer Code, the buyer has a period of fourteen clear days from the date of receipt of his order to exercise his right of withdrawal and return the products ordered for a refund or exchange in the form of a credit note.

1. The products must be returned to CAREL in perfect condition for resale, namely: in their original condition (packaging, accessories, instructions, etc.) and properly protected.

2. Any gifts offered when placing the order must be returned in the same way as the products and in compliance with the same conditions.

3. Reception, quality control, and processing of your return may take up to 20 working days.

(This period may be extended during busy periods)

4. Credits can only be used on our website and will not be accepted at our points of sale (boutique or department store)

5. It is imperative to keep proof of sending until your refund is effective on your bank account or your credit received by email.

6. Products purchased with a gift card cannot be refunded.

During sales periods, refunds are not active and can only be made in the form of a credit note, valid only on the carel-paris.com website.

You do of course have the option to exchange your order, provided that the desired model is of the exact same price as the returned model.

Otherwise, you will receive a credit note for the amount you paid for your initial order. This credit note can only be used on our website for the selection of your choice.
The credit note is valid for 1 year from the day of receipt by email, is nominative and can only be used once.

After receiving and verifying your return package:

• The refund will be processed within 15 business days.
• It is credited to the payment method used at the time of purchase.

The time it takes for the funds to appear in your bank account then depends on your institution.

A confirmation email will be sent to you once the refund has been processed.

During sales, products can only be exchanged or credited as a voucher, valid for one year exclusively on our website.

You have a 14-day return period.

Please note that during sales periods, shipping times may be extended.

All products ordered on www.carel-paris.com must be returned to our workshop.

No returns will be accepted in our stores and distribution networks.

Find the procedure to follow in the “How to return my order” section.

How to use it:

1. Open the email sent to you by CAREL.
2. Click on the link in the email (which contains your store credit).
3. The link will take you back to the website’s homepage; select your items and add them to your cart.

The amount will be automatically deducted from your order total.

The credit note is linked to the email address used when placing your order.

Credit notes:

• Are valid only on carel-paris.com
• Cannot be used in-store

May not be combinable with certain promotional offers

No, it is not mandatory to create an account to place an order.

However, having a Carel account allows you to:

• Track your orders
• Access your purchase history
• View and use your assets
• Save your information for your next orders

Carel uses a secure, passwordless login system.

To log in:

• Click on the "My Account" icon
• Enter your email address
• You will receive a temporary login code by email or SMS.
• Enter this code to access your personal space

This code is valid for a limited time and guarantees a secure connection.

If you do not receive your code:

• Check your junk mail (spam) folder
• Make sure the email address you entered is correct
• Please wait a few minutes if there is a delay in sending.

If the problem persists, please contact our Customer Service at bonjour@carel.fr.

After logging into your account, you can:

• Update your contact information
• Update your delivery addresses
• View your current and past orders

Your information can be changed at any time.

The full list of our stores is available on the Stores page of our website.

You will find there:

• The addresses
• Opening hours
• Contact details

To check the availability of an item in store, we invite you to contact the store in question directly.

The in-store teams will be able to inform you about stock levels and reservation procedures.

Credits issued following an online order are valid only on carel-paris.com.

They cannot be used in stores.

Carel places great emphasis on the know-how and quality of its shoes and bags. Our products are handmade by artisans in Italy.

A size guide is available on each product page to help you select the correct size.

If you have any doubts, our Customer Service can advise you.

To preserve the quality and longevity of your shoes, we advise you to refer to the material corresponding to your model in our care guide .

Regular maintenance helps to preserve the appearance and durability of your creations.

At Carel, two main collections are released each year, the Spring-Summer collection and the Fall-Winter collection. For the summer season, Carel creates a line of Espadrilles in association with a Living Heritage Company located in the Basque Country.