FAQs

Home delivery and pickup point for French orders.
Home delivery only for International orders.

We ensure deliveries in strict compliance with health rules.

Packages are typically shipped within 24-48 hours after payment is received.

Packages are shipped on working days (Monday to Friday).

Once your order has been processed by our carriers, you will receive an e-mail confirming its dispatch with all the delivery information. This way, you will be able to track your package in real time and be informed of the delivery date.

Your package will be delivered to the delivery address indicated when placing your order.

To ensure the security of your package, all orders are sent in an anonymous package. Inside the items are packaged and protected.

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

Delivery costs are free to your home or to a relay point for mainland France.

Shipping is free for all international orders and is delivered to your home.

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

• 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

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, you will need to save and print the return form received by email beforehand (form that you can also view and download: here )

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, private sales and exceptional promotional periods, products that have had a discount can only be exchanged or credited in the form of a credit note, valid only on carel-paris.com for 1 year.

You have a return period of 14 clear days from the day you receive your order to withdraw and make a return request.

Please note that during sales periods, shipping and return receipt 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.

Payment for your order is made via the Shopify Payments platform in France and via Global-e internationally, so the payment methods are adapted to each country. The price displayed includes delivery and taxes for international.

To take advantage of it, nothing could be simpler and quicker:

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.

During sales periods, products can be exchanged or credited in the form of a credit, valid only on carel-paris.com and within a limit of 1 year.

You have a 14-day return period .

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

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

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.