Frequently Asked Questions

Can’t find what you’re looking for? Contact our Customer Care.

We’re here 5 days a week from 9:00 AM - 6:00 PM .

Product & Fit

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?

Canvas:

  • Hand-wash your sneakers with a brush or an old kitchen towel (to reach in between grooves) with neutral soap & cold water.
  • Do not machine wash or dry.

Suede:

  • Keep them away from water, and try a little TLC. Treat stains by hand using an eraser to rub away any marks, or use a brush or soft cloth to reach in between grooves. Brush away dirt in circular motions, whilst alternating direction (for tough stains, use a damp, clean cloth and dry the area with a hair dryer to remove any moisture).
  • Do not machine wash or dry.

Leather:

  • Prep your shoe: Remove and soak the laces in warm water with baking soda, and set aside. With your damp cloth, gently wipe down the exterior of the entire shoe to remove dirt on the surface of the shoe. Let dry.
  • Build up a soap lather using your cloth. Massage the soapy lather in small, gentle circles all over the leather upper to remove dirt. Wipe away, then repeat if necessary. Let shoes and laces dry completely.
  • Do not machine wash or dry.

Plaid:

  • Use a soft brush to brush any dust/stain that arises.
  • Do not machine wash or dry.

How do I take care of my new socks and/or shirt?

First, socks! 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 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!

Shipping & Delivery

Where do you ship to?

CARIUMA France ships only in FRANCE, partnering with trusted carriers to offer a door-to-door, no hassle, premium service.

How long does shipping and delivery take?

At checkout, you’ll see an estimated delivery date based on your selected shipping option and delivery address.

Your order should ship within 7 business days of when it was placed. Please note that our warehouse operates Monday through Friday, so orders placed over the weekend will be shipped on Monday or Tuesday of the following week. Peak seasons and sale periods can cause delays in shipping, but our fulfillment team works hard to get orders out as quickly as they can.

Once your order ships, you’ll receive a confirmation email with tracking information and carrier details.

What are the shipping charges?

Free shipping on orders over 60€.

Shipping to France are handling by La Poste or DPD Predict or Chronopost depend of your choice.

My order has shiped. When will receive it ?

With
standard shipping, your order should arrive between 3-10 business days. Please
read more on the shipping page or contact us on info@cariuma.fr.

My tracking number I received says that my order has been delivered, but I'm not able to locate it. What should I do ?

We’re sorry to hear this! Our shipping carriers work independently from Cariuma to deliver your shipment, but we can resolve this together!  

If your shipment status reads “delivered” and it's only been a day, we recommend that you sit tight! A carrier may scan the package as delivered before it gets to you. It may be delivered 1 day after you receive the delivery notification.

If your package doesn’t show up after a day, we recommend that you file a claim with the shipping carrier. If you need help to complete this step, please contact info@cariuma.fr.

While Cariuma is not responsible for lost or stolen packages, we will work with you to file a claim, get a replacement shipment or set you up with a refund.

I received a shipping notification, but the tracking number in it shows no movement. What’s going on?

We’re sorry for the inconvenience! It is possible that the shipping carrier did not perform an origin scan on your package, but it is in transit to you. It’s also possible
that our fulfillment team had to create an updated shipping label for your order, but the new tracking number didn’t make it to you. Finally, it’s also possible that the carrier has lost your package and a claim may need to be filed.

We recommend contacting our Customer Experience team if you see no movement on the tracking after 48 hours.

Returns & Exchanges

What is your return policy?

Our standard return window is 30 days! Returns and exchanges are accepted if your sneakers are:

  • Unworn
  • Unwashed
  • In the original packaging

When trying on your CARIUMAs 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, cleaning products), and single skate shoe purchases are final sale.

*We reserve the right to not accept returns that are not in line with our return policy.

*Specific events and promotions may have a different return policy.

For questions and clarifications, reach out to info@cariuma.fr.

How do I return or exchange my order?

To create your return please click here.

You'll also be able to follow your return here.

We offer free returns and exchanges! If you purchased a product directly from our site and you aren’t satisfied for any reason, simply return it to us unused and in its original condition within 30 days and we’ll issue you a refund. Want to
make an exchange for a different size or color? No problem - you’ll be able to
place an exchange order instantly.

Send us an email on info@cariuma.fr to begin your return or exchange.

Please note:
final sale items are not eligible for return or exchange.

How much will I be refunded?

The original product value will be refunded to your original payment method. Shipping fees, 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.

My item has been damaged or has a defect. Is it covered under warranty?

We stand behind the quality and durability on all of our shoes which is why we offer a
reasonable lifetime warranty against defects in materials and workmanship. Our
warranty does not cover any damage caused by neglect, improper care, accident, or normal wear and tear.

For any information, please contact us at info@cariuma.fr.

I received my Cariuma shoes as a gift. How do I process agift return?

Reach out to our Customer Experience team with the order number, first and last name of the individual who gifted you the product, or their email address. That will
help us locate the correct order and start the return process.

Can I change or cancel my order?

The fulfillment team at our warehouse works quickly to get orders processed. You
can reach out to our Customer Experience team, but please note that it is possible your order was already fulfilled.

Can I return products that I purchased online in one of your stores?

This option is not possible in France as we don't have any Cariuma Store here yet.

I purchased one of your products at a third partyretailer. Can I return it to you?

We recommend that you check the retailer’s return/exchange policy first. The
retailer you purchased the item from typically should be able to process a return/exchange for you.

Payment

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.

The checkout page is saying my credit card is invalid, butI know there are enough funds in my account. Why isn’t the transaction going through?

Our checkout page contains a payment filter whose parameters are very detailed to
prevent fraudulent purchases. We’d encourage you to triple check that all details have been entered accurately. Excluding a middle initial or using abbreviations in the billing address, anything that would cause a mismatch with
your billing address on record, could cause your payment to decline.

If your issue at checkout persists, try another payment method or contact our Customer Experience team.

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.

Account Information

How do I opt-out of marketing emails?

If you no longer wish to subscribe to our emails, you can easily do so by:

  • Clicking on the unsubscribe link in one of our emails.
  • Contacting our care team here. We'd love to know a little more about how we can improve.

Please note, once you unsubscribe:

  • It may take up to 10 business days for the request to take effect.
  • You may receive order tracking and order confirmation emails if you have placed an order.
  • You may still receive emails regarding Back in Stock items if you have wait-listed items in your account.
  • You may still receive an email if there are any changes in our Terms of Use.

If you’d like to start receiving updates from us again, you can reactivate your subscription anytime.

Promotional Rules

How can I apply my promo code?

Here're 3 simple steps to apply your promo code:

  • Add your items to the cart
  • Once in the cart, tick the relevant add-on box (depending on the active offer)
  • Click check-out and apply your code!

Promo code terms and conditions

When applying your promo code, please take note that:

  • Code may be case sensitive
  • Code is not valid on apparel, kids sneakers, backpacks and accessories (insole, laces, shoe bag and socks)
  • Code is only valid for one-time use, with the email address that received the promo code communication
  • Only one code can used per order; codes cannot be stacked