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... Voir plus
L'entreprise a répondu
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Awful. Ordered 4 items, they sent 3. I reported it and they accused me of stealing, saying that their ‘expert packers’ weighed the parcel before it left and it was the correct weight. The delivery bag... Voir plus
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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
L'entreprise a répondu
Lovely items when products actually arrive shame I had items just cancelled when you’ve paid for an order on line and are expecting them. Shoes really comfortable handbags I think are quite over pri... Voir plus
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2,5
Bas
369 avis
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This company is ridiculous
This company is ridiculous. I ordered a £129 pair of sandals for my daughter and paid £6.95 for next day delivery for her to wear this weekend. DPD delivered to the wrong house confirmed with photos and their GPS. They told me to check with my neighbours. I did, even knocking on the door of the supposed house. No-one has seen my parcel. Carvela refuse to send another pair and refuse a refund. They'll review it in 72 hours - that's how important their customers are to them... So poor! No telephone number, only chat which takes ages to respond, if at all.
AND thank you for your useless reply below Carvela, You could instead, have resolved the issue. DPD have already provided you with proof of their mis-delivery, the address, and photographic evidence including the house, my parcel and GPS photograph confirming mis-delivery. You forwarded this information to me when you asked that I go and search my neighbourhood!
29 mai 2026
Avis spontané
Réponse de carvela.com
Hello Tina,
Thank you for your feedback. We’re sorry to hear about the issues you experienced with your delivery. We can confirm that the matter has been raised with the courier and is currently under investigation. As these investigations require information directly from the delivery provider, we do need to allow time for them to complete their review and provide an outcome.
We appreciate that this may be disappointing and thank you for your patience while the investigation is ongoing. Our customer service team will be in touch with any updates as soon as they become available.
Kind regards,
Team Carvela
False Advertising
Advertising 'Next day' Click and Collect, and it isn't. Customer service is no help at all and has to make another 40 min drive to go get the item two days later. Avoid this brand.
26 mai 2026
Avis spontané
Réponse de carvela.com
Hi Maria,
We’re very sorry to hear about your experience and understand how disappointing this must be. This is not the level of service we aim to provide.
Could you please share the requested details with us? Once we have them, we’ll review this with our Customer Service team and get back to you via email with an update.
Thank you for bringing this to our attention.
Regards,
Team Carvela
Really poor was unable to do a return…
Really poor was unable to do a return even sent an email which was ignored
I checked and I don’t have any emails in junk or otherwise on 13th May I had 2 returns to do and was only able to complete 1
15 mai 2026
Avis spontané
Réponse de carvela.com
Hello Antoinette,
Thank you for taking the time to share your feedback. We’re sorry to hear about the difficulties you experienced with your return request and communication with our team.
We have checked your case and can confirm that a response was sent to you on 13 May. Please kindly check your junk or spam folder, as the email may have been filtered there.
If you are still facing any issues, please email us at teamcarvela@carvela.com and we will be happy to assist you further.
Kind regards,
Team Carvela
Gorgeous shoes, great quality,
The shoes I bought are absolutely beautiful and great quality as always.
They were well packaged and delivered safely on time.
1 mai 2026
Avis spontané
Réponse de carvela.com
Hi JULIE,
Thank you so much for your lovely review!
We’re delighted to hear that you find the shoes beautiful and great quality, and that they arrived safely, well packaged, and on time.
We truly appreciate your support and hope to welcome you back again soon!
Regards,
Team Carvela.
Carvella order
Easy to use website, clear pictures, order arrived quickly and packaged well no damage. Arrived within stated delivery time .
20 mai 2026
Avis spontané
Réponse de carvela.com
Hello Nicola,
Thank you for your wonderful feedback! We’re delighted to hear that you found our website easy to use and that the order met your expectations. We truly appreciate your support and hope to see you again soon!
Kind regards,
Team Carvela
Shocking service
Shocking service. I had my wedding shoes ordered for home delivery, but they never turned up. The tracking stated they had been delivered, and the photo provided showed them left on a doorstep, which could have been anyone’s house on the estate. I never found the shoes.
I was repeatedly told it wasn’t their problem because the parcel had been delivered to a “secure location.” A doorstep is not a secure place, even if it had been my own house. Either the parcel was stolen or simply dumped somewhere, but either way, I never received it.
I have never experienced such poor customer service in my life. They repeatedly ignored my consumer rights, refused to send a replacement for a parcel their courier lost, and I ultimately had to go through my bank to secure a refund. What a joke.
24 avril 2026
Avis spontané
Réponse de carvela.com
Hello Harriet,
Thank you for taking the time to share your feedback. We’re very sorry to hear about your experience and understand how upsetting this must have been.
We appreciate your concerns regarding the delivery and regret that you were left dissatisfied with the support provided during the process.
Your feedback has been noted and shared with the relevant teams for review, as we are always looking to improve both our delivery experience and customer service
Kind regards,
Team Carvela
Great service quick delivery & lovely…
Great service quick delivery & lovely shoes
24 avril 2026
Avis spontané
Réponse de carvela.com
Hi Customer,
Thank you so much for your lovely review!
We’re delighted to hear that you’re happy with the service, quick delivery, and your new shoes.
We truly appreciate your support and hope to welcome you back again soon!
Regards,
Team Carvela
I have been buying Carvela Kurt Geiger…
I have been buying Carvela Kurt Geiger shoes for over 30 years. Sadly given my recent experience of customer service, no more. I returned a pair of shoes that were too big, dropped off at Evri drop off. Received an email with tracking number confirming they had my parcel As advised I allowed a few weeks for return to be processed but became concerned when Evri gave no updates. Carvela replied to my email saying as no movement since 14th April item presumed lost and would arrange a refund in 3 to 5 working days, despite chasing after 2 weeks still no refund. There is no option to call them only an email to which they don’t always reply. The shoes were over £100 so extremely dissatisfied
13 mai 2026
Avis spontané
Réponse de carvela.com
Hi Christine,
We’re very sorry to hear about your experience and understand how frustrating this must be, especially given your long-standing loyalty to the brand.
We have raised this further with the relevant team, and they are currently reviewing the matter. You can expect an update from them soon regarding your refund.
Thank you for bringing this to our attention.
Regards,
Team Carvela
went to Lakeside on the 3rd of May
went to Lakeside on the 3rd of May. The sales assistant was very polite & extremely helpful. made my experience super pleasant. The only thing I would complain about is that you sell bridal shoes, which was what I had a consultation about. The sales assistant gave me various options, and even went further to look at my wedding dress and sizing options, as I am between sizes. They ought to come with dust bags at the price point for easy transportation on any bride's big day.
3 mai 2026
Avis spontané
Réponse de carvela.com
Hi Adeyinka,
Thank you so much for your lovely review!
We’re delighted to hear that you had such a positive experience at our Lakeside store and that our sales assistant was polite, helpful, and made your visit enjoyable — especially for such an important occasion.
We also really appreciate your feedback regarding dust bags for bridal shoes. This is a great suggestion, and we’ll be sure to share it with the relevant team for consideration.
Wishing you all the best for your special day, and thank you again for your support!
Regards,
Team Carvela.
The quality of trainers are excellent
The quality of trainers are excellent.
They arrived quickly and were well packaged.
23 avril 2026
Avis spontané
Réponse de carvela.com
Hello Evelyn,
Thank you for your kind feedback! We’re delighted to hear you’re pleased with the quality of your trainers and that they arrived quickly and well packaged. We really appreciate your support and hope to see you again soon!
Kind regards,
Team Carvela
I bought a pair of gorgeous wedges in…
I bought a pair of gorgeous wedges in store at Lakeside and the 2 shop assistants were so helpful and friendly! I don’t usually leave shop reviews but they went out of there way to help me find the right pair. Thank you Zara and Pav. I’ll be back for sure!
30 avril 2026
Avis spontané
Réponse de carvela.com
Hello Shelley,
Thank you so much for taking the time to leave such a lovely review! We’re delighted to hear about your positive experience in our Lakeside store and that you found the perfect pair of wedges. Zara and Pav will be so pleased to know their helpful and friendly service made a difference. We truly appreciate your kind words and look forward to welcoming you back again soon!
Kind regards,
Team Carvela
Great products arrived timely
Great products arrived timely, intact with adequate packaging.
10 avril 2026
Avis spontané
Réponse de carvela.com
Hello Fiona,
Thank you for your feedback! We’re delighted to hear your order arrived on time, in perfect condition, and with suitable packaging. We really appreciate your support and hope to serve you again soon.
Kind regards,
Team Carvela
great service no issues great quality
great service no issues great quality
4 avril 2026
Avis spontané
Réponse de carvela.com
Hello Catherine,
Thank you for your great feedback! We’re delighted to hear you had a smooth experience and are happy with the quality. We truly appreciate your support!
Kind regards,
Team Carvela
Love Carvela!
Purchased some sandals and a handbag from Carvela. Beautiful high quality items received from a trusted brand.
3 mai 2026
Avis spontané
Réponse de carvela.com
Hello Melanie,
Thank you for your wonderful feedback! We’re delighted to hear that you love your sandals and handbag. It means a lot to be considered a trusted brand. We truly appreciate your support!
Kind regards,
Team Carvela
Excellent service came on time
Excellent service came on time . I love carvela shoes and bags carnt stop buy trainers at the minute so comfy bought the silver diamond trainers and black ones and took the to Australia 🇦🇺 and walked on lots of beaches and sand and they still look new . 10/10👍
19 février 2026
Avis spontané
Réponse de carvela.com
Hi Michelle,
Thank you so much for your amazing review!
We’re delighted to hear that your order arrived on time and that you love your Carvela shoes and bags. It’s fantastic to know your trainers are not only comfortable but have held up so well—even on your travels to Australia!
We truly appreciate your support and enthusiasm, and we look forward to welcoming you back for your next pair soon!
Regards,
Team Carvela
Lovely products and quick deliver
Lovely products and quick deliver. Shoes and bags are always a good quality.
16 avril 2026
Avis spontané
Réponse de carvela.com
Hello Kiron,
Thank you for your lovely feedback! We’re delighted to hear that you’re happy with your purchase. We truly appreciate your support!
Kind regards,
Team Carvela
I ordered some shoes with Carvela
I ordered some shoes with Carvela - this is where I went wrong as I would normally use John Lewis or Selfridges.
I got confirmation of the order, no other emails, I then contacted Carvela as not received the order via online chat, they sent a picture of a blue bin, I checked my blue bin no shoes in there (this is despite 2 people being in the house all day) I was then told to check my neighbours bins (bit weird) but I did and they hadn't got them. So, I contacted Carvela again via online chat as guess what no contact number. I was told again to check my neighbours' bins, a case was raised and I now have to accept that I am not getting the shoes or a refund - I paid £129 for the shoes. The whole experience has been dreadful; I am clearly getting AI responses. I have been told Evri delivered and then Fedex and it is my fault I should have made arrangements with the delivery driver - difficult when I never received a tracking number - I had to select 1 star as it does not allow zero - my advice is to use a provider who delivers a service.
I can't comment on the said shoes as I never received them.
23 avril 2026
Avis spontané
Réponse de carvela.com
Hi Kate,
We’re very sorry to hear about your experience and understand how frustrating and disappointing this must be, especially as you have not received your order.
Could you please share the requested details with us? Once we have them, we’ll review this with our Customer Service team and get back to you via email with an update.
Thank you for bringing this to our attention.
Regards,
Team Carvela.
The embellished stones fall off the trainers .
Do not buy trainers with the embellished stones, I bought a new white pair and only worn them 3 times so many stones fell off so the lovely trainers don’t look nice now .
1 mars 2026
Avis spontané
Réponse de carvela.com
Hi Traci,
We’re very sorry to hear about your experience and understand how disappointing this must be, especially after only a few wears.
Could you please share the requested details with us? Once we have them, we’ll review this with our Customer Service team and get back to you via email with an update.
Thank you for bringing this to our attention.
Regards,
Team Carvela
Worst experience I’ve ever had
Worst experience I’ve ever had, ordered shoes to be delivered as out of stock in the shop. Advised 3/5 days for delivery. Finished up getting “delivered” early when I wasn’t in. Parcel was left outdoors behind a neighbours plant pot on my neighbours property (picture as proof from delivery company) I left no instructions for a “safe place” got home after my 14 hour shift to no parcel. No neighbours took this in for safe keeping. Advised carvela the next day and after a lot of messages back and forth via email they were satisfied delivery happened and was satisfied that they didn’t need to do anything else and closed my complaint. I’d paid for my shoes and they had gone missing due to no fault of my own. Now I’m out of pocket and don’t have anything to show for this (shoes ordered) i asked for same shoes to be delivered on a date I would be in but they refused. I won’t be shopping at this shop again
24 avril 2026
Avis spontané
Réponse de carvela.com
Hi Rich S,
We’re very sorry to hear about your experience and understand how upsetting and frustrating this must have been, especially as you did not authorise a safe place delivery and have been left without your order.
Could you please share the requested details with us? Once we have them, we’ll review this with our Customer Service team and get back to you via email with an update.
Thank you for bringing this to our attention.
Regards,
Team Kurt Geiger
Love the heels
Love the heels, sandals. I have wide feet and they always fits comfortably!
17 avril 2026
Avis spontané
Réponse de carvela.com
Hello Helen,
Thank you so much for your lovely feedback! We’re delighted to hear that you love your heels and sandals, and that they fit comfortably, especially for wider feet. We truly appreciate your support!
Kind regards,
Team Carvela
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