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.

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

Les colis sont généralement expédiés dans un délai de 24 à 48 heures, jours ouvrés (du lundi au vendredi).

En période de lancement, de soldes etc... les délais de livraisons peuvent être rallongés.

La livraison des commandes en France est offerte et se fait avec Colissimo à domicile ou en point relais.

Pour les commandes à destination de l'international, la livraison est offerte et s'effectue avec DHL Express uniquement à domicile.

Une fois votre commande expédiée, vous recevrez un e-mail avec l'ensemble des informations de livraison, votre numéro et lien de suivi. Ainsi, vous pourrez suivre votre colis grâce au lien ou en rentrant votre numéro de suivi sur le site du transporteur et être informé de la date de livraison.

Afin de veiller à la sécurité de votre colis, toutes les commandes sont envoyées dans un colis anonyme. À l'intérieur les articles sont emballés et protégés.

We invite you to contact our customer service at the email address bonjour@carel.fr, our employees 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 that you do it for:

• Track your deliveries
• Take advantage of new features in preview
• Be surprised with attentions throughout the year

The procedure is simple!

You have 14 days from receipt of your order to return your purchases to us if they are not suitable.

After this period, no returns will be accepted.

Firstly, you will need to send a return request to our Customer Service at the following address: bonjour@carel.fr

In this email, you will need to specify your order number, the reason and the type of return desired (a credit or a refund)

A response will be provided to you within 24 to 48 hours (working days)

The order you wish to return to us must comply with our return conditions!

Secondly, we invite you to contact our customer service, who will assist you in choosing and filling out the form that best suits your situation.

Be sure to fill it out carefully and enclose it in the package with the item(s) you wish to return to us as well as the invoice corresponding to your order.

If you have opted for a credit note: Return costs are free!

A prepaid return label will be sent to you in the same way as our return form, you will simply need to print it and stick it legibly on your package once all the elements have been inserted into it.

If you have opted for a refund: the return costs will be your responsibility.

You will need to return your package to us using the carrier of your choice to the postal address below:

SABOTINE (CAREL)

35 rue de la Roquette

75011 Paris,

France

Please note: For security reasons, it is imperative that you carefully keep proof of delivery of your return package as well as the tracking number corresponding to it.

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.

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 of course have the possibility to exchange your order.

A credit for the amount of the returned item(s) will be sent to you by email within 7 working days of receipt of your return package at our warehouse.

The latter will be sent to you in the form of a code assigned to your email address and valid for 1 year.

It will also of course allow you to benefit from free delivery.

Credits are only valid on our website carel-paris.com

From receipt of your return in our warehouse:

Refunds are made within 15 working days using the same payment method used when placing your order.

Credits for an exchange or a later purchase will be sent to you within 7 working days.

During sales, products can 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.

Each credit is linked to your personal CAREL account

You will need to log in to your account in order to see it appear on your profile in the “ My Discounts ” section.
Your credit is published in the form of a code to be used when placing your order in the dedicated “ PROMOTION CODE ” box and to be validated before ordering.
The amount of your credit will be automatically deducted from that of your basket.

If you do not have a CAREL personal account, the credit will be assigned to the email address used during your last order.

Please note: Credits are only valid on our website.
They cannot be used in stores or at our various points of sale.
Credits cannot be combined with other current offers or promotions.
Being nominative, a credit can only be used by you and only you.

If you are unable to use a credit or it does not work, do not hesitate to contact our Customer Service at the email address: bonjour@carel.fr
A response will be provided to you within 24 to 48 hours on working days.

• Click on “Account” at the top right of the site
• Fill in the requested customer information
• Save the information
• You will then receive a confirmation email. Check your junk folder if necessary.

For any request for information, please write to bonjour@carel.fr

• Allow Carel to remember you and thus avoid you having to fill in your information several times.
• Tracking your delivery
• Preview access to new products
• Offers and surprises throughout the year

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

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.