I ordered 2 items, and only received 1 and the customer service has been atrocious. Even though I have sent photos of the package, reported it straight away they refuse to believe me. My bank h... Toon meer
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Trying to return an item but returns portal does not work. Tried to send an email via their website but no confirmation received so not even sure if the request has been successful. Facebook link on... Toon meer
Bedrijf heeft geantwoord
I ordered shoes from Gateshead Annabelle was amazing thank you so much for your professionalism. Tanisha at the Trafford centre helped me locate the sandles she was outstanding customer service. Y... Toon meer
Bedrijf heeft geantwoord
Carvela please continue making your beautiful designs. They are like no other out there. Your innovation for glamour alongside comfort is brilliant. The customer service delivery was seamless and o... Toon meer
Bedrijf heeft geantwoord
2,8
Gemiddeld
423 reviews
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I ordered a bag on July 21st
I ordered a bag on July 21st. It arrived on July 24th with a defect. The packaging wasn't good enough—it was just a regular bag—and because of that, it was damaged during delivery. I immediately filed a return and emailed them, but no one responded. A couple of days later, I decided to contact them through the official website, and they responded. About two weeks ago. I described the whole situation, and they said they would refund me. I still haven't received my money. I ordered the bag for my birthday, and now I have neither the money nor the bag. I won't buy this brand again.
Today 13th of August 21 days pass from my purchase and I still waiting for refund!
24 juli 2026
Review zonder uitnodiging
Antwoord van carvela.com
Hi TripToFun,
We’re very sorry to hear about your experience and understand how disappointing and frustrating this must have been, especially as the bag was purchased for your birthday. We apologise for the delay and inconvenience caused with your return and refund.
Could you please share the requested details with us? Once we have them, we’ll review this further with our Customer Service team and get back to you via email with an update regarding your refund.
Thank you for bringing this to our attention.
Regards,
Team Carvela
I've never received my parcel
I've never received my parcel. Tracking number hasn't worked from the beginning and when I contacted customer service I received confirmation but I instead of Edinburgh it was Birmingham address- should be deal straight away but what they can do it just a ticket and then customer must wait and wait. I just want my immediate refund!
7 augustus 2026
Review zonder uitnodiging
Antwoord van carvela.com
Hi Patty,
We’re very sorry to hear that you have not received your parcel and understand how frustrating this situation must be, especially with the tracking issues and the delay in receiving a resolution.
Could you please share the requested details with us? Once we have them, we’ll review this further with our Customer Service team and get back to you via email with an update regarding your refund request.
Thank you for bringing this to our attention.
Regards,
Team Carvela
Always beautiful products and great…
Always beautiful products and great customer service at the Bluwater store
5 augustus 2026
Review zonder uitnodiging
Antwoord van carvela.com
Hello there,
Thank you for taking the time to share your feedback with us.
We're delighted to hear that you've had a positive experience with our team. Your kind comments mean a great deal, and we'll be sure to pass them on to the Bluewater store colleagues.
We truly appreciate your support and look forward to welcoming you again soon.
Kind regards,
Team Carvela
Absolutely love my new handbag
Absolutely love my new handbag, it matches the shoes my husband got me for my birthday and I waiting on it and hoping for it to come back into stock
6 augustus 2026
Review zonder uitnodiging
Antwoord van carvela.com
Hello there,
Thank you for taking the time to share your feedback with us.
We're delighted to hear that you're enjoying your new purchase. Your support means a lot to us, and we're pleased to know it has been a special addition to your collection.
We truly appreciate your kind words and look forward to welcoming you back in the future.
Kind regards,
Team Carvela
Flatform sandals
Shoes are lovely, however they have rubbed the backs of my heels red raw. Hopefully by wearing them more often they will no longer do this.
25 juli 2026
Review zonder uitnodiging
Antwoord van carvela.com
Hi Saretta,
Thank you for your 4-star review! 💛
We're delighted to hear that you love your new shoes. We're sorry to learn that they've rubbed the backs of your heels, and we understand how uncomfortable that can be. We hope they'll become more comfortable with wear and provide the perfect fit.
Thank you for taking the time to share your feedback. We truly appreciate your support and hope you continue to enjoy your new shoes.
Regards,
Team Carvela
Awful & Terrible experience
Awful & Terrible experience and your customer services stinks.
Ordered 4 items but they only sent 3. I reported it but they weren't interested and accused basically of lying & steeling. I'm a longtime & good customer of theirs & this how they treated me! No more.
They say that they checked with their warehouse and the warehouse said it was dispatched and that was that. Well surely someone has made an error somewhere a long the line.
I don't know how they're still in business if this is how they treat their customers.
The delivery bag had a brown tape over it when it was delivered to me but they weren't interested in knowing this bare in mind I've sent them pics of it. Also the bag barely fitted the 3 items in it so I don't know how they would've fitted the 4th item!
They refused to refund or replace the item so I’ve lost out and get accused of stealing. I wasn't so bothered about the missing item now, its about principle and no one accuses me of stealing, I am B---y Raging!
Contacted my credit card under the section 75 act and they are dealing with it now.
People this is what you need to do -- contact your credit card company and better still don't buy from them.
3 augustus 2026
Review zonder uitnodiging
Antwoord van carvela.com
Hi Sahar,
We're very sorry to hear about your experience and understand how upsetting and frustrating this has been. This is certainly not the level of service we aim to provide, and we appreciate you taking the time to share your feedback.
Could you please share the requested details with us? Once we have them, we'll review this further with our Customer Service team and get back to you via email with an update.
Thank you for bringing this to our attention, and we apologise for the inconvenience caused.
Regards,
Team Carvela.
Refusal to refund or repair faulty shoes
I bought a pair of shoes some 9 months ago but have only worn them twice. The silver is already starting to come off the tip of both shoes. In accordance with the Consumer Rights Act 2015, section 45 l am legally entitled to a partial refund.
Carvela have totally refused a partial refund or repair and are offering me a gift voucher. I will never buy another pair of shoes from that company again. Not surprised the reviews are so aweful, they clearly have no time for their customers, disgraceful.
Despite sending the requested information you have once again responded saying the only resolution is a gift voucher so I am wasting my time
2 augustus 2026
Review zonder uitnodiging
Antwoord van carvela.com
Hi Debbie,
We're very sorry to hear about your experience and understand how disappointing it must be to experience this issue after such limited wear. This is certainly not the quality we strive to deliver.
Could you please share the requested details with us? Once we have them, we'll review this further with our Customer Service team and get back to you via email with an update.
Thank you for bringing this to our attention, and we appreciate the opportunity to investigate this further.
Regards,
Team Carvela
Sandals bought for a wedding so comfy…
Sandals bought for a wedding so comfy all day and night great quality. Handbag looked great lots of compliments.
25 juli 2026
Review zonder uitnodiging
Antwoord van carvela.com
Hi Sally,
Thank you so much for your wonderful 5-star review! 💛
We're delighted to hear that your sandals were the perfect choice for the wedding and kept you comfortable all day and night. It's also fantastic to know that your handbag looked amazing and received lots of compliments!
Thank you for choosing Kurt Geiger for such a special occasion. We truly appreciate your support and look forward to welcoming you back again soon!
Regards,
Team Carvela
Beautiful handbag and sandals delivered quickly…
Beautiful handbag delivered quickly great quality
30 juni 2026
Review zonder uitnodiging
Antwoord van carvela.com
Hi Joanne,
Thank you so much for your wonderful 5-star review! 💛
We're delighted to hear that you love your beautiful handbag and that it arrived quickly. It's fantastic to know that you’re pleased with the quality of your purchase.
Thank you for your support, and we hope your new handbag brings you lots of joy. We look forward to welcoming you back again soon!
Regards,
Team Carvela
Absolutely gorgeous lovely and…
Absolutely gorgeous lovely and comfortable very stylish and can be worn night or day. Good value for money.
11 juli 2026
Review zonder uitnodiging
Antwoord van carvela.com
Hi Janet,
Thank you so much for your wonderful 5-star review! 💛
We're delighted to hear that you love your purchase and find it both stylish and comfortable. It's fantastic to know that you feel it offers great value for money and that it’s versatile enough to wear from day to night.
Thank you for your kind words and support. We hope you enjoy your item and look forward to welcoming you back again soon!
Regards,
Team Carvela
Beware - Didn’t send an item and won’t replace it - I’m out of ££s!
I ordered four items, they sent three. When I queried it, they told me they would look into it - 1 hour later they replied to say they had interviewed the packer and they are reliable and told them they did pack it. They also said the parcel weight was checked before sending. I queried whether there was opportunity for human error/foul play and they sent a dismissive reply telling me that I can’t have a replacement and no method or channel I pursue will change my mind. I’m now £80 out of pocket - be warned before you order! Amazing shoes and bags, diabolical customer service - can’t be trusted.
3 juli 2026
Review zonder uitnodiging
Antwoord van carvela.com
Hello Ellen,
Thank you for sharing your feedback. We're very sorry to hear about your experience and understand how frustrating this situation must be.
To enable us to review this matter and assist you further, could you please reply to the email in which we requested your order details? Once we receive the requested information, we'll be able to look into your case in more detail and provide further assistance.
We appreciate your patience and look forward to hearing from you.
Kind regards,
Team Carvela
Love carvella
Love Carvela shoes, been wearing them for years and never had any complaints. They’re so comfortable and have an excellent range of styles. I recently stocked up in the sales and got a good few bargains, I’m absolutely delighted with my purchases.
31 juli 2026
Review zonder uitnodiging
Antwoord van carvela.com
Hi Louise,
Thank you so much for your wonderful 5-star review! 💛
We're delighted to hear that you've been enjoying Carvela shoes for so many years and that they continue to impress you with their comfort and style. It's fantastic that you were able to pick up some great bargains in the sale, and we're thrilled you're delighted with your purchases.
Thank you for your continued loyalty and support. We look forward to welcoming you back again soon!
Regards,
Team Carvela
Thank you Carvela!
Carvela please continue making your beautiful designs. They are like no other out there. Your innovation for glamour alongside comfort is brilliant. The customer service delivery was seamless and on arrival the packaging was very high end. I am a busy Mum with young children and it's so nice to be able to wear comfortable footwear that looks beautiful, thank you.
1 juni 2026
Review zonder uitnodiging
Antwoord van carvela.com
Hello there,
Thank you for your wonderful feedback! We’re delighted to hear how much you love our designs and that you appreciate the combination of glamour and comfort.
As a mum, we're especially pleased to hear that our footwear helps you feel comfortable while still looking stylish.
Thank you for your kind words and continued support. We look forward to welcoming you back again soon!
Kind regards,
Team Carvela
I have recently placed 2 orders with…
I have recently placed 2 orders with Carvela, ordered 2 bags and a pair of sandals. All 3 items are beautiful quality, can’t fault the products or service
25 juli 2026
Review zonder uitnodiging
Antwoord van carvela.com
Hello Lisa,
Thank you for taking the time to share your wonderful feedback with us.
We're delighted to hear that you've had such a positive experience with both our products and service. Your kind words and support are truly appreciated, and we're so pleased that your recent purchases met your expectations.
Thank you again for choosing Carvela, and we look forward to welcoming you back soon.
Kind regards,
Team Carvela
Less than unhelpful customer services
Customer service over a lost return has been terrible. Faulty shoes, offered gift card and return never reached them. Evri told me to speak to carvela and they have been beyond useless. Not what I expected from this brand. Avoid.
7 juni 2026
Review zonder uitnodiging
Antwoord van carvela.com
Hello Sarah,
Thank you for taking the time to share your feedback. We are sorry to hear about your experience and apologise for the inconvenience caused.
We have checked your case and can see that our customer service team requested the return tracking number, which should begin with H00MZD. Unfortunately, as this tracking number has not been provided, we are unable to trace the return with the courier or proceed with the refund at this stage.
If you are able to locate and share the return tracking number with us by replying to our email, we will be happy to investigate this further and assist you accordingly.
Kind regards,
Team Carvela
Best Boots
I received my order promptly. The boots that I ordered are of a high quality leather and very comfortable. In fact, the last order was the second pair of Champion boots that I ordered!
17 juni 2026
Review zonder uitnodiging
Antwoord van carvela.com
Hi WendiFR,
Thank you so much for your wonderful 5-star review! 💛
We're delighted to hear that your order arrived promptly and that you’re enjoying the quality, comfort, and craftsmanship of your Champion boots. It’s fantastic to know you loved your first pair so much that you came back for a second!
We truly appreciate your continued support and look forward to welcoming you back again soon.
Regards,
Team Carvela
Always buy Carvelas
Always buy Carvelas, they are my favourite trainers. Comfortable and they last. I have 5 pairs currently, all very different.
Quick delivery as always.
Thankyou
16 juni 2026
Review zonder uitnodiging
Antwoord van carvela.com
Hello Julie,
Thank you for taking the time to share your feedback.
We're delighted to hear that you've continued to enjoy shopping with Carvela. Your loyalty and support mean a great deal to us, and we're pleased that your experiences with both our products and delivery have been consistently positive.
Thank you again for your kind words. We look forward to welcoming you back again soon.
Kind regards,
Team Carvela
Great !
I absolutely love shopping at carvela with or without a sale . They have gorgeous products that don’t break the bank . Spoilt for choice .Would definitely recommend.
24 juni 2026
Review zonder uitnodiging
Antwoord van carvela.com
Hi Sharon,
Thank you so much for your fantastic 5-star review! 💛
We're delighted to hear that you love shopping with Carvela and that you enjoy our collections, whether it's during a sale or not. It's wonderful to know you find our products stylish, great value, and that there's always plenty to choose from.
Thank you for your recommendation and continued support. We look forward to welcoming you back again soon!
Regards,
Team Carvela
Disappointing and Lengthy Returns Process
The delivery was as expected, with no problems at all. However, the returns process is long and frustrating.
The shoes were too small, so I decided to return them. As there are no Carvela stores near me, I had to pay £4 for the return postage, even though I had already paid for the original delivery.
On top of this, it can take up to 14 working days to process the refund, followed by around five more days for the money to appear in your bank account. This is far too long for me, so I would not purchase shoes from Carvela again.
11 juli 2026
Review zonder uitnodiging
Antwoord van carvela.com
Hello Hanna,
Thank you for your feedback. We’re pleased to hear that your delivery arrived as expected. However, we’re sorry to learn that you were disappointed with the returns process.
We understand your concerns regarding the return postage costs and the time taken to receive your refund. Please note that returns are not free, and once your returned item has been received at our warehouse, refunds are processed within 14 working days. Depending on your payment provider, it may then take a few additional working days for the funds to appear in your account.
We appreciate you taking the time to share your experience, and your comments have been noted as valuable feedback
Kind regards,
Team Carvela
I ordered 2 bags
I ordered 2 bags. Both arrived but one sent back as not suitable for me. Still waiting on the refund from almost 3 weeks ago. Disappointed.
23 juni 2026
Review zonder uitnodiging
Antwoord van carvela.com
Hello Mhairi,
Thank you for your feedback. We’re sorry to hear that you’re still waiting for your refund and understand your inconvenience.
Please note that once your return has been received at our warehouse, refunds are processed within 14 working days. If this timeframe has now passed, please contact our customer service team with your return details so we can investigate this further for you.
We appreciate your patience and thank you for bringing this to our attention.
Kind regards,
Team Carvela
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