carvela.com Avis 

The items I ordered never arrived and when I contacted the company they said tracking showed they were left outside my residence and so they would not investigate the matter. I did not authorise anything to be left outside my property and could not locate the parcel. The customer representative was rude and unhelpful and essentially said it was my fault for not being home and not telling the courier ahead of time. AVOID AT ALL COSTS.

It has taken me 4 days to compose this message due to the upset it has caused.
With a surprise £150 budget from my husband to treat myself for Christmas (which is the first time in several years we have been able to buy ourselves something for Christmas), I made my first visit to the Carvela store at East Midlands Outlet on 13th December. I do not usually purchase branded items but as my existing knee length boots are almost 15yrs old I was excited after several attempts at various styles/sizes and help from the assistant where I discussed that I wished I had worn my socks to get a true feel and would probably need some bedding in, that I opted for a pair at £129. Following a few days of trialing these at home with socks, they just felt too tight/uncomfortable so I reluctantly chose to return.
Condensed comments for ease:
I returned to the Carvela shop on the evening of 18th December, greeted the two assistants and explained my dilemma and asked for a refund to be told only exchange or gift card available unless boots were faulty. I was internally distraught thinking I’d now not got a Christmas present and loss my husband’s hard-earned cash. I queried this as I was not told a refund was not acceptable and was told that “no outlet stores offer refunds”. Musing this I explained that I had purchased some shoes for my mums Christmas present from Clarks and told I could get a full refund before end of January 2026, along with recalling a refund I had on an M&S blouse several years ago. Asking to speak to the manager as I wasn’t happy, I was told one was not available, I asked if they could be available and was told there wasn’t a manager here. After further comments from one of the assistants about Kurt Geiger policy (which confused me as I wasn’t aware of the company affiliation), not refunding sale items which apparently I should have known these boots were, (despite having no sale labels) because that it what is sold at outlets, the fact that my purchase receipt stated no refunds (to which I suggested was a little late after I would have already paid) and the notice by the till which was not in direct sight when my transaction was performed - I was unable to get a refund.
Asking when a manager would be available and not getting a definite answer, I agreed to accept the gift card as I was not planning to return and was told I only had 14 days from purchase for this. As there was no manager, I explained I wanted the contact details of the head office to complain. The assistant provided me with a view of the screen for the complaint details, and my gift card transaction was being performed. Whilst waiting for this, a new assistant appeared and asked if I needed help, and I asked who she was, she told me she was the manager. This surprised me again as I was led to believe there wasn’t a manager. The subsequent conversation with this lady, was that she was next door at Kurt Geiger and she had been fetched as I was making the assistants uncomfortable with my confrontational behaviour… Continuing to remain calm, as I had not once raised my voice, argued, swore, behaved hostile or implied any personal insult but just expressed my upset and disappointment with the various explanations – accepting this was not going to be resolved, the manager did state that she would provide me with a gift card (which I thought was already being completed by the assistant) to which I acknowledged as “you will” as my patience had been completely exhausted and voice was breaking as I was close to tears. On leaving the store, I thanked both the assistants and stated to the manager that having worked in customer services for over 30 years, I thoroughly understand that people can get upset but I was hurt by her comments to which she again stated I had been confrontational, caused discomfort (when she had not been present during any of the initial discussions) and that I had been rude to her – at this point I shook my head and left.
I won’t document here how I felt for the next 3 days - but after many tears, no Christmas present, and a £129 gift card for a store I have no intention of ever visiting again I can’t imagine I will be shopping for a designer brand again and just return to supermarket purchases… Is there any way I can get a refund?

Made an order online for next day delivery a week ago and still have not received my order. Tried contacting customer service to inform them that Dpd have held my order for over 5 days. Unfortunately they have not responded, other then to send me tracking details I already have. This not A acceptable service's from either company.

Ordering was a nightmare. Customer service nightmare. Paid extra for delivery to be swift and after 8 days they still haven’t figured out where the order confirmation is and why it’s just pending. They Refuse to refund me. They Refuse to cancel my order. Happily took my money though!! Customer service is absolutely woeful. Avoid this company direct. I ordered what I needed elsewhere for the same price and it was much better.

I ordered some beautiful heels 👠. I am a size 4 and they fit perfect and I wore them all night long . I also ordered some loafers and had to size up to a 5 as they were very tight . I have had many sores from the loafers so be mindful when buying them to also buy some little protection pads . I am very happy with the quality and service.

I purchased 2 pairs of shoes on the 29 November 2025 from the Carvela Bluewater store. We were told at the time of purchase we had until January to return them if she changed her mind.

When we got home my daughter felt they were a little too high and we found the same shoes from Carvela but with a lower heel. We ordered them and were to return the higher heel ones.

I could not get to Bluewater due to family situations. All of which I have made clear to both the store manager and Carvela customer services.

I tried to return the shoes on the 15th December 2025.

I was told by the manager of the store that I was out of the 14 day refund period and could only have an exchange.

I explained about my family situation and that we had purchased from Carvela online the same shoes but in a lower heel, as the store did not have the shoes with the lower heel. I showed the store manager the email order confirmation so did not need an exchange (as already purchased 2 more pairs) just a refund.

I was told no, and she would not as she would get into trouble. I asked if there was a higher manager and she said there is a regional manager. I asked her to contact them but she said it was their day off and she would not contact them on her day off. Which I understand. I asked there must be someone she could contact to help me in these unusual circumstances. She said no.

I then left the store and submitted a request on the website, I also sent an email asking for help.

I have received to 2 emails stating that customer services cannot and will not override the Bluewater store in not allowing me a refund. They also state that there is no complaints department and that is the end of it.

We were told we could have a refund at time of purchase, the store assistant did not say we would not get a refund on any items with a reduced price.

Beware there is no customer service for this brand, there is no complaints department. Be very wary buying any shoes from either a store or online. Regardless of what you are told they hide behind changing returns policies and stores can pretty much do whatever they want. You are at their mercy.

UPDATE

Although Carvela provided the response saying they would investigate further they have not and have only confirmed that they cannot go above the store managers decision as there is no customer service team or complaints department

After reading reviews on Trustpilot, I spoke with a young woman named Senha on the website’s chat platform for reassurance. She assured me that they are always looking to improve their service. Despite my reservations, I proceeded to purchase a pair of shoes that I knew my wife would like for Christmas.

The delivery was left in the lobby of the apartment building rather than at my door, and the parcel subsequently went missing. I initially contacted DPD, who stated that I should contact the seller company instead of accepting responsibility. They claimed that I did not provide the driver with specific delivery instructions, even though the driver did have explicit instructions to deliver to my address. He delivered the parcel to the lobby of the building, a common area with many different flats. Rajesh, the customer support agent I spoke with, advised me to ask my neighbors whether they had my parcel; however, they do not, and if a delivery is left in a common area, anyone could have taken it. My flat is only 14 steps away from the enclosed doorway.

I have written back requesting either a re-delivery of my purchase or a full refund. I have not yet received a response. Carvela, a company under the Kurt Geiger brand, appears to be tarnishing its reputation by the way it treats its customers, and it seems they do not care about customer satisfaction.

I personally will never recommend or purchase from this company again. Perhaps shopping in-store would be better.But it might not, I spoke with a representative at White City who was abrupt and rude, lacking empathy, and explicitly stated that they have nothing to do with online purchases.

I have emailed you so many times now via your website regarding my order. That appears to be the only way to contact you & I haven’t had a single reply. I have my confirmation of order email but that’s it. I’m getting extremely frustrated because contacting you is impossible!!
I’ve checked with my credit card today 15/12/2025 & you haven’t refunded me so please tell me when will I receive my order.
Don’t blame it on Black Friday or Christmas because items I purchased on the same day & after from several different companies have all arrived no problem. Please take accountability for the absolutely shocking service , all my details are correct so why do you have my money & I have nothing !! If you don’t have stock then email your customers instead of ignoring them AND keeping their money!!
This really is terrible service, I’m so disappointed , I thought you were a known company to trust , I just wish I had looked at the reviews before ordering with you. 
Order Number
Order Date: 07/12/25

I am extremely disappointed in Carvela. I ordered 3 hand bags for Christmas gifts. When the parcel arrived via evri, it was very poorly packaged and the top of the package was ripped open and 1 of the bags was missing! I have contacted Carvela several time and I am getting no where. I went into the shop to ask for a contact number and was giving kurt geiger email address. I have sent photo proof! It is very disappointing and will not be ordering from carvela again! I have spent alot of money over the years in kurt geiger and carvela! Extremely poor customer service experience!

Extremely disappointed.
I ordered shoes online and have been trying to use the returns portal for the past week but it hasn’t worked. Nor has the alternative form.
I have contacted Carvela via email and their online form on multiple occasions and no response. I have even called their stores who have said they cannot assist.
I am now stuck with shoes I do not want and unable to return them. I am leaving for holiday ina couple of days and will now have to try organise a friend to keep the shoes in case the returns form works. Unacceptable.

I ordered a pair of shoes over a week ago and still have had no dispatch email and the tracking number they gave me also doesn’t work. I’ve tried contacting them a few days ago and didn’t get a response. There isn’t even a live chat or customer service phone number so it is very difficult to get in touch with them about possible missing orders.

Order no xyz . 24th November Not delivered.
Evri can't locate the parcel
Carvella say it has been delivered but cant provide proof.
Neither companies now responding. Cannot speak to a human and no replies to emails or chatbots.
I have contacted our bank to deal with them. Truly awful companies to deal with AVOID these charletons at ALL costs. Worst customer experience ever.
Didnt relaise the 1.9 TP review befpre purchasing, but beleive me it is a true reflection of thier performance.

I ordered a pair of boots which were a very large size 5. I went on the portal to return them and found it doesn't work and neither does the return form. I have emailed endless times and had no response. I have no idea what to do next as I have a pair of boots worth £99 that dont fit and I just want my money back.
This is disgusting customer service and I will be taking it to trading standards or taking legal action if not contacted soon.

After placing my order on 30th November and having it confirmed twice I finally heard yesterday that it had been cancelled! At least the refund came through quickly, which I wasn't expecting given the history of my order. I would never order from this company again. They need to have a dedicated Customer Service team at the end of a phone line that customers can contact and actually speak to, until then sadly I can't see the woeful reviews on here improving.

#750977563
Carvela, its saddens me that you are investing ££ in personnel time to reply to Trustpilot Reviews but still the back end is not working to deliver items / return items / reply to emails. I appreciate that replying to reviews is important and it helps protect your brand but the facts remain:
You have £354 of my money for 6 items from the 30th November.
1 item is STILL missing with no tracking available.
3 arrived too late
I have been trying to return these items for a week and no option is allowing this

I ordered these items to allow us enough time to try them before Christmas and return what we don’t need for a refund.
The online chat STILL doesn’t work.
The emails are STILL not being responded too.
The automated return portal isn’t working
The manual return portal isn’t working

I appreciate your reply from last night stating that someone will be in touch but they haven’t and I am now very concerned that I won’t get my refund before Christmas which will put me in a very difficult position.
I appreciate it’s a busy time but if you are struggling to offer the service to your customers then it may be worth holding back on the marketing mailings you are continuing to send knowing the back end is in a mess.
I need this to be resolved within 24 hours or I will re engaging with the retail ombudsman and my legal team.

Very Uncomfortable boots Overrated and overpriced.

Was looking for a pair of shoes for my son‘s wedding. The selection was great and I ended up buying two different pairs for myself and also a pair for my daughter. With their inner shoe technology it just makes them so comfortable! Highly recommend!

Wish I’d looked on her before ordering with Carvela.

Ordered 3 pairs of boots and only one pair have arrived. Spoke to a customer services agent who said would get back to me, they followed up with a link to say my order was complete, even though I’d explained I’d received 1 pair not 3!

I’ve emailed multiple times and no response, chat now doesn’t work so I’ve tried the emailing the support that emailed me, and also used the website contact email and still nothing,

I’ve sent images of the delivery note to prove I’ve not received the full order. And still nothing. This has been going on for over a week and complete silence from them.

They’re very happy to take your money but there’s no sign of my order, which I placed over a week ago. The tracking information on the email they sent doesn’t work, there’s no way of contacting them other than via email, and I’ve had zero response to the email I sent.

My advice? Don’t shop here. I won’t again.

The saleswomen made me feel bad by gossiping among themselves because I didn't speak English clearly and they started making fun of each other. Very stupid. They don't deserve to work there.