Sometimes mistakes happen — we’re really sorry if you’ve received the wrong item!
You can return it to us free of charge, and once we’ve received and processed it, you’ll be refunded in full.
Just make sure to note the issue on your returns form so our team knows what went wrong.
How to return your item
Returns are free with FedEx. Simply follow the steps below:
- Repack your item in the original packaging, including the completed returns note from your parcel.
Can’t find your returns note? Contact us and we’ll send you a new one. - Remove or cover any old shipping labels.
- Attach your pre-paid FedEx returns label to the parcel.
- Drop it off at your nearest FedEx location – find yours here.
- Make sure you get proof of postage and keep hold of it until your return has been received and refunded.
Unfortunately, we won’t be able to help with return queries without it.
Need a replacement?
We’re not able to offer direct exchanges at this time. If you’d still like the correct item, simply place a new order through the website.
Received something unexpected?
If the item you’ve received is not a Kurt Geiger or Carvela product, please reach out to our Customer Care team directly before returning it.
We’ll need the following details to investigate:
- Your full name
- Your order number
- Clear photos of the item you received
- Photos of the shipping box and the delivery label
Once we’ve received your message, we’ll review this as a priority and work to put things right.
Still need help? Get in touch and our team will be happy to assist.