You have 14 days from receipt of your order to notify us of your wish to return items.

The process:

• Click on "Request a return", choose the items, and indicate the reason (change of mind, size, defect, delivery error, etc.).
• Specify your preference: refund or exchange.
• Confirm: you will receive a confirmation email with the procedure and your return label.

Request a return

Did you try your shoes on a carpet or clean floor? No worries, that is exactly what we advise you to do before confirming your size.

• If you return your order for a refund, a flat fee of €5.99 will be automatically deducted from the refunded amount.
  
  No return fees;
  
• In the case of an exchange, the return costs for the item as well as the shipping costs for the new item are fully covered by us.
  
  
• In case of a proven defect or an error on our part (wrong model, wrong size sent), the return is of course free, for one exchange per order.
  
  

Why are returns paid?
Every return has a real cost—transport, processing, repackaging—and an environmental impact. By sharing this cost, we can maintain fair prices and encourage thoughtful purchases. Our size guide is here to help you choose correctly the first time.

Yes! If the size is not suitable, indicate "exchange" during your return request and specify the desired size or model.

• If the item is available, it will be reshipped as soon as your return is received and validated.
• If the item is no longer available, we will automatically refund you.
• Reshipping for an exchange is free for the first exchange.

Want to go faster? Place a new order directly for the correct size and return the first pair for a refund.

Your refund is processed within a maximum of 14 days after receipt and inspection of your package, using the payment method used during the order (card, PayPal, Bancontact, etc.).

Depending on your bank, the amount may take 3 to 5 additional business days to appear in your account.

The refunded amount corresponds to the price of the returned items, minus return costs. If the entire order is returned and you were given free shipping, the initial shipping costs will also be deducted.

Yes. Keep the proof of deposit given by the carrier: it contains your tracking number. You can track the shipment directly on the Mondial Relay website.

As soon as your package is received and inspected at our facilities, you will receive a confirmation email.

All our pairs are checked before shipment. If you still notice a defect or receive an item different from your order, contact us within 14 days of receipt at contact@carmelyna.com with your order number and one or two photos.

In this case, the return is fully covered by Carmelyna and we will offer you an exchange or a full refund, including shipping costs.

Our shoes also come with a 3-month commercial warranty covering manufacturing defects (excluding normal wear and tear and improper maintenance).

In accordance with European legislation, you have a period of 14 days from receipt of your order to withdraw, without having to provide a reason.

To exercise this right, simply submit a return request via the return portal (reason "I wish to exercise my right of withdrawal") or write to us at contact@carmelyna.com indicating your order number.

You then have 14 days to return the items to us, under the conditions described above. The refund will take place within 14 days of receipt of the package.