Frequently Asked Questions
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We’re here Monday - Friday from 9:00 AM - 5:00 PM.(NZST)
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SHIPPING & DELIVERY
Where do you ship to?
We ship to all regions of Australia and New Zealand including urban and rural addresses.
What are your shipping charges?
We charge a flat rate fee of $5 to all addresses across Australia and New Zealand.
When will I receive my order?
Shipping typically takes between 2-5 business days for Australia and 6-10 business days for New Zealand, including order processing time.
Please allow an additional 1-2 days delivery time for rural addresses.
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.
*We reserve the right to not accept returns that are not in line with our return policy.
How do I return or exchange my order?
Please initiate returns here, and complete the form provided.
If you have any questions about our returns process you can contact our customer care team at care@cariuma.au.
How long does a refund or exchange take to process?
Our returns take up to 5 business days to process after we receive the package.
Please note that it may take additional time for funds to appear in your account depending on your bank.
How much will I be refunded?
The original product value will be refunded to your original payment method. Shipping fees and duties are not refundable.
PAYMENT
What forms of payment do you accept?
We accept all major debit and credit cards (VISA, Mastercard and American Express), Apple Pay, Google Pay, ShopPay & Afterpay.
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.
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!
KIDS
What sizes are available for kids' shoes?
We offer a wide range of sizes for kids' shoes, starting from toddler sizes all the way up to youth sizes. Please refer to our size chart for more details.
How do I determine the correct shoe size for my child?
To determine the correct shoe size for your child, we recommend measuring their feet using a ruler or a measuring tape. You can then refer to our size chart to find the corresponding size.
Are the shoes true to size, or do they run small or large?
Our shoes are designed to be true to size. However, we recommend checking the individual product descriptions for any specific sizing information or customer reviews regarding fit. Tip: If your child is between sizes, round up. Y2 and up can also shop our adult sizes.
Can I return or exchange the shoes if they don't fit?
Yes, we have a hassle-free return and exchange policy. If the shoes don't fit your child properly, you can return or exchange them within 30 days of purchase. Please refer to our return policy for more details.
Are the shoes suitable for both boys and girls?
Absolutely! Our collection of kids' shoes is suitable for both boys and girls. We offer a variety of styles and colours that cater to all preferences.
How can I clean and care for the shoes?
Hand-wash sneakers with a brush or an old kitchen towel (to reach in between grooves) with neutral soap & cold water. *Pro tip: A repurposed toothbrush or an old T-shirt work like a charm!
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!
My promo code doesn't work
Promo codes are case sensitive, please make sure you enter your promo code exactly as it is written. If you continue to have issues, please contact our customer care team for help.
Archive Event
The Archive Event gives 40% off selected items. This short promotion will run from the 15th to the 18th of November at 11:59 pm 2024.
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