carvela.com Avis 

My order was never delivered into my possession. Evri left it unattended in a communal hallway, hours before the stated delivery window, and the packaging was torn in the courier’s own delivery photo.

Despite providing clear evidence, including building instructions prohibiting parcels being left in communal areas, Carvela insists the delivery was “compliant” and has refused a refund.

Their investigation ignored key facts, and customer service has been slow, inconsistent, and difficult to reach. The live chat disappeared from their website, emails go unanswered, and Instagram replies are dismissive.

I received no parcel, no refund, and no proper resolution.

Shockingly poor service for a brand at this price point.

I will not shop with Carvela again.

UPDATE:
Carvela has left a fake, scripted reply under this review — the same charade they post under many complaints. They have not addressed any of the evidence I provided and have not responded to my emails. Their public reply is purely for show and does not reflect any real customer support behind the scenes.

I am extremely disappointed with my recent order experience. On the 5th December 2025 my package was marked as delivered, but it never arrived at my address. I checked with all my neighbours and looked around the area, but there was no sign of it. Even the delivery map showed it was dropped off at the wrong location.
I contacted the delivery company, but they were no help at all. I have also tried reaching out to the company I ordered from multiple times and have received no reply. This has been incredibly frustrating, and I’m still without my order. Very poor service overall.

At this point, the right step would be for the company to properly investigate the issue, confirm the delivery error, and either resend my order or issue a full refund. Good customer service means responding to customers promptly and taking responsibility when something goes wrong. I hope this is resolved quickly, because this experience has been unacceptable.

DO NOT ORDER FROM THIS COMPANY!!!!
Order was supposed to be delivered on the 6th December. The delivery has still not arrived. I have contacted Carvela Customer Service twice now and have received no reply even though they say they will be in touch. I cannot believe a Company who charge top prices for their products is so unhelpful and for there to be no contact telephone number is appalling. I wish I had read the reviews before I ordered, lesson learned.
CARVELA, PLEASE REFUND MY MONEY AS I HAVE REQUESTED.

Unacceptable customer service!
Received a pair of boots from Carvela which were ordered via their website. Unfortunately they were too big so need to return them for a refund.
Online Returns Portal doesn't work, directed to fill out the 'alternative form', that doesn't work either.
Emailed Carvela through via their email link on the website, did not receive a confirmation email they received it and to-date heard nothing back from them.
Contacted Kurt Geiger who owns the brand Carvela via email, still no response! Tried calling their Head Office only to hear a message ‘our lines are busy please call back within are opening hours’ then the line goes dead!
Have now emailed the CEO of Kurt Geiger, Neil Clifford! I'm not holding my breath that I'll hear back from Mr Clifford.
Next step will be to seek legal advice.

Is there anyone else that has been is this situation and how did you get it resolved?

Carvela sent me boots that had clearly been worn with stickers removed in a damaged but box that had clearly been sellotaped back together. When I complained I was fobbed off. When I escalated it to a so called manager called Zachary he offered a multi stage returns procedure for ‘my convenience’ I returned the used boots in the same damaged box they were sent in and sent proof of return. Zachary then closed the complaint as ‘solved’ but no refund was issued. Zachary then said a refund could not be issued until they had received the used boots they can’t sell and no replacement was ever offered. I am still owed £59 2 weeks later. You claim that someone has emailed me to resolve the issue which is clearly for the benefit of trust pilot because no one has emailed me to resolve it. Why do you have to wait until they are in your warehouse? You can’t sell them. What if the package goes missing or you make yet another error? That’s not my problem. The fact is I have paid you £59 for a pair of boots which were used, I no longer have the boots and I have sent proof of return so whether they are in your warehouse is irrelevant because I don’t have them. So you either need to refund £59 at a bare minimum bearing in mind the time you have wasted, the inconvenience you have cause, the appalling customer service and my fuel or send the same boots that haven’t been worn or send a voucher for more than £59

Disgusting behaviour by Alanna and Amy plus the other woman at Cribbs Cause Way Bristol.

I originally ordered some shoes for a very special event. The shoes never arrived, tried emailing customer service never got a response. After a few weeks, someone who was on a community chat had mentioned my name and so a friend told me. These shoes were delivered 10miles away!!!

Opened them, it was the wrong colour and size! Went into the shop, no apologies or sympathy that now with a baby this was my second visit not to mention the trip of going and collecting them.

I decided to exchange them for the correct colour and size. Alanna said I am not able to exchange or get a refund as the shoes says not delivered I have never heard of that. She said leave them with me buy these ones and by end of day I will refund them. I stupidly said okay!

A few days later she said I still can’t refund them you have to come in with a card and I do it manually, I thought that’s so bad now I would be making 3 journeys going there. I asked for some discount or a gift card given all the inconvenience caused and the journeys I have had to make. I was told no. I then decided to write a review on google and explained that i would as I am not happy.

A few says later went into the store, the other lady with a black hair potentially in her 40’s not sure of her name hence why describing. I said I don’t really want to wait around please could you do the refund. She said “oh no the manager is so upset for you and your review she wants to make everything better wait I get her”.

Amy “manager” came down. This is what said, in a shouting loud horrible tone of voice.

“YES, WHAT DO YOU WANT? I SEEN YOUR REVIEW ABOUT ALANNA ITS DISGUSTING PUT THE REVIEW DOWN, IF YOU DONT PUT THE REVIEW DOWN YOUR NOT WELCOME HERE.” I was absolutely shocked, I said keep your voice down i have a baby your scaring her she said “so? I also have children “ oh my goodness I was just shocked, I said if you don’t leave as my baby is getting scared and starting to cry then I will call the police. - and I did. She is violent rude and unprofessional I simply cannot digest who put her there as a manager they must be blind.

Meanwhile, whilst my baby is crying im trying to contact police, Alanna says tap your card. I was traumatised absolutely shaken my baby infant under 1 was shocked crying my goodness, not even animals behave in this manner. I come to see she has given me £70 instead of £111. I have contacted customer service and 2.5 weeks later no one has written not given me the correct money back. This is theft. Disgusting behaviour.

I recently purchased a handbag with a matching purse from Carvela as a birthday gift for my mum. Unfortunately, the experience has been extremely disappointing. When the delivery arrived, the package had clearly been opened, and the purse—which I paid a lot of money for—was missing. Only the handbag was inside.

I immediately contacted the company, but their response has been very unprofessional. Despite multiple emails, they have offered no real solution and have not made any effort to investigate where the missing purse went. There has been no accountability, no reassurance, and no proper customer service throughout the process.

This was meant to be a special birthday gift, and I was genuinely upset that my mum did not receive the matching purse that was part of the set. The lack of support from Carvela has only added to the frustration.

Based on my experience, I am extremely disappointed and would not recommend purchasing from Carvela. Poor service and no resolution to a problem caused on their end.

Please contact me on 07596942694 if you can resolve this issue. Thank you

I think Carvela.com should be avoided at all cost. My daughter's birthday just before Christmas. She gave me a list of items she would like. I decided to buy the five items listed from Carvela Black Friday deal costing £400 when receive they were tightly packed in one of their plastic bags, but when checking there was only four items. I immediately reported this to the company. I received email from Hemant Sawant customer services for pictures of the bag and the items, how they were packed. I did this also including pictures left by the delivery company. Missing item pair of short boots there was no way they would have fitted in this delivery bag. The next day received email from Hemant Sawant insinuating that they had not received any reply from myself and that I should reach out also saying they did not believe me and they were not going to replace the missing item. I have challenged Hemant Sawant to pack the five items again in one of their large bags obviously I have had no reply because this is not possible. I have never ever had an experience like this, being called a liar. From previous emails seems she is trying to protect her staff at customer expense almost £100. I just wish I had read previous reviews before my purchase. I have tried a telephone number received from my credit card company which does not work.

JUST TO UPDATE

Looks like a very nice reply from a caring person but again not received any email reply from anyone. I still cannot believe that Carvela can do this to there customers. I will keep this updated. Thanks for reading and hopefully don't happen to you.

Trying to return an item but returns portal does not work. It won't let me generate a return label. I've submitted multiple forms to send an email via their website but no confirmation received and it's been days and I've not heard back. Facebook link on website is faulty. I've tried to chat via a representative on the website but I never actually get connected to anyone. Need to return these two items before my return window closes.

I ordered my boots to the shop. They arrived the 21st Nov, and I picked them up on the 22nd.
When I received them they looked second hand and damaged.

I contacted customer service and they accepted the issues mentioned above, so I returned them.

After chasing the company for confirmation of my refund, they confirmed from my ticket they had received my item back on the 26th Nov. I am still yet to receive an email to confirm or an update on the returns portal that the items are returned, and confirmation that my return has been processed.

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 website is faulty.

Carvela has responded quickly once asked so I’ve changed my rating however they do need to check on their technical systems, as something clearly not working (ie incorrect Facebook link, no reply to confirm email has been sent from the main website)

Lovely bag , well made , delivered quickly

Treated myself to a designer handbag, used it only THREE times and all the colour is coming off, when I contacted customer service I was told this is wear and tear. I have primark handbags that I have used daily for years and they have worn better. I recommend shopping elsewhere, especially after reading some of the comments below! Don't waste your money as the products seem to be poorly made and the customer service is shocking.

Thanks for replying to me with the exact same poor excuse of a response. I've only had it as a cross body bag so the only abrasive surface is my coat. Looking at other peoples reviews it appears other people have had issues with quality of products so maybe you should be looking into that.

I received a picture of a parcel (too blurry to confirm address on it). It was left on the street, did not look like a parcel big enough for my delivery which was a pair of knee high boots. I have a ring camera that recorded no motion or ring at my front door.
The delivery GPS location was about 50m away from my home. I wish I could upload a picture I have from the courier, it's literally just a parcel on the pavement.
Carvela customer services said it's in line with delivery policy, didn't bother investigating. Shocking that they take £139 for a pair of boots and show zero effort to resolve any issues.

I have always loved their shoes, but my recent experience has ruined it completely! The website is horrendous, lagging, refusing to move forward and then rejecting my credit card several times. All customer service could say was to use another card. The shoes came and they must have changed their fitting because the size 4 now feels so tight. I order the 5, having the same website troubles and these feel huge, I’m so disappointed that previously perfect shoes are no more! I tried to do the returns, the system for that is equally awful, not recognising my order, I can’t post both together, they have to be separate and I have to pay twice for that. For shoes that cost £100+ it’s shameful that you have to pay for returns. Paying for the return was equally hard, it kept rejecting the card again until it finally decided to work. Carvela need to invest more into their online ordering, returns and website desperately, I for one will never order on their website again!

Ordered a bag and shoes on Tuesday and paid for next day delivery to guarantee I have them for my weekend away. It's now Friday afternoon and they still haven't arrived. Carvela didn't even send them to evri until Thursday, and now Evri have said to allow until 9pm Saturday night which is no use to me.
Why charge for next day delivery if you can't fulfil?
I contacted Carvela on live chat and the advisor said he/she would get back to me in 2 to 3 mins, then basically ignored me.

Carvela, I would like a full refund, including the extra charge I paid for next day delivery.

***Update***

Yes I did select Evri parcelshop, on the understanding that I would receive next day delivery as it states on your website!
When placing my order on Tuesday, it said 'delivered by Thursday November 13, 2025'. Absolutely nowhere on the order page does it say that orders to a parcelshop take 2-4 days. This is very misleading!

You're basically indicating that all delivery options offer 'free next day delivery' and then telling customers oh actually, it's 2-4 days.

I've just done another mock order and it says 'Delivered by Wednesday, November 19, 2025'
Which is in 3 days time. So again, this is wrong isn't it, if in actual fact it takes up to 4 days?

I will be reporting to trading standards for mis-selling a service and misleading information.

I bought a lovely pair of black patent leather ankle boots from Carvela but the patent coating is peeling and they no longer look good. I have worn the boots on and off for about 2 months but would have expected much better quality from this retailer.

The shoes I ordered were too narrow. I returned them via collection by courier service which I had to pay for BUT I have had no refund!!!!!

Ordered boots online as pair instore were marked. Email advised up to a week for delivery- no problem. 2 days later I was at work and at 12.11pm I received a email stating delivery would be between 1-2pm that day but as I work in the NHS I didn’t see it as unable to access phone. I got a delivery notification which I checked in my break which showed parcel sitting against my front door on busy street in full view of everyone passing despite having plenty of discrete places to leave a package. When I got home the package was gone and after emailing Carvela support I have been told it’s my fault as I should have checked my phone straight away and told them I wouldn’t be home in the 45 minute notice period I had! They have told me that’s it, tough basically! No boots and no money- never seen customer service like this in my life!! I can’t understand why they aren’t dealing with the courier as the photo clearly shows it’s not a safe place! I used to buy a lot but will never buy from them again

Edited after Carvela response- that is not a reasonable response! I was given an hours notice by EVRI that delivery would be that day! It was estimated to be the week after then an email came to say it would be that day between 1-2pm and was received at 12.11pm! I work and could not access my phone and the delivery photo clearly shows a branded Carvela parcel left up against my front door in full view of the whole street! I sent you photos of the page boxes in front garden where parcel would have been hidden from everyone walking past but the delivery driver was too lazy to walk 2 metres to do this!! A compliant delivery should be in a safe place which this delivery was not! You would rather lose a valued customer than raise an issue with your courier meaning I have lost over £100 and have no boots! Shame on you!!

I had a great experience , the boots I bought are divine I have a wide foot so was a bit worried but they are perfect fit , I’m saving to buy them in black , delivery was quick