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 tailored to each country.

Yes, we offer installment payments through Alma in France and Klarna internationally.

Here are the steps to take advantage of it:

1. Add your products to the cart. Your cart total must be between €200 and €2000.

 2. Select 3-installment payment at checkout.

 3. Complete and validate the pre-filled form for your request to be processed.

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

Once the order is confirmed, no modifications or cancellations are possible. However, you have 14 days from receipt of your order to return it free of charge for an exchange or store credit.

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 collection 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 bonjour@carel.fr; our staff will provide you with a quick response and the best solution.

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 of receipt of your order to request a return if an item does not suit you.

Return procedure:

1. Contact our Customer Service at the following address: bonjour@carel.fr
   
2. In your email, please indicate:

• Your order number
• The reason for the return
• The desired option: store credit, 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 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 is fully processed.

In accordance with the right of withdrawal, the conditions are as follows:

• Returns must be made within 14 days of receipt.
• Products must be in perfect condition for resale:
  original packaging, accessories, labels, without signs of use.
• Any gift offered with the order must be returned under the same conditions.
• Receipt and processing of your return may take up to 20 working days, or longer during busy periods.
• Credits are only usable on carel-paris.com and are not valid in stores.
• Keep proof of shipment and tracking number until confirmation of refund, credit note or exchange.

During sales periods, refunds are not active and can only be issued as 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, private sales, or exceptional promotions:

• Returns are still possible within a 14-day period
• Refunds are not offered
• Returns will result in a credit valid for 1 year on carel-paris.com

Processing times may be slightly extended during these periods.

Items purchased on carel-paris.com must be returned by post to our address in Paris, following our returns process.

Returns to stores or our retailers are not accepted for online orders.

To use it:

1. Open the email sent to you by CAREL
2. Click on the link in the email (containing your credit note)
3. The link will take you back to the website's homepage, make your selection and add it to your basket.

The amount will be automatically deducted from your order total.

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

Credit notes:

• Are only valid 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 ensures 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 creations are made in Italy, in workshops selected for their expertise and high quality standards.

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 Autumn-Winter collection. During the summer, Carel creates a line of Espadrilles in collaboration with a "Entreprise du Patrimoine Vivant" (Living Heritage Company) located in the Basque Country.