Full Returns & Exchanges Policy

KarolShoes

Returns and Exchanges

We want the return or exchange process to be simple, clear and well organized. Below you will find the rules for returns, size exchanges, model exchanges and return shipping.

Request a return or exchange

Return

You can request a return within 30 days of receiving your order. The product must be clean, unworn and returned in its original packaging.

Exchange

You can request a size or model exchange within 30 days of receiving your order. The exchange is processed after we receive and inspect the returned pair.

Complaint

Complaints are handled separately. If you want to report a problem with your shoes, please contact us at info@karolshoes.com and include photos.

How to request a return or exchange

Please submit your request first and send the parcel only after that. This helps us quickly match the parcel with your order.

1 Submit a return or exchange request. Click Request a return or exchange and enter your order number together with the email address or phone number used for the purchase.
2 Select the product and request type. Choose the product concerned and select whether you want to return it, exchange the size or exchange it for another model.
3 Prepare the parcel. Pack the clean and unworn shoes in their original packaging. Please include a short note inside the parcel so we can identify your request quickly.
4 Send the parcel and wait for verification. Once we receive the parcel, we will inspect the shoes and provide further information about the refund or exchange.
Please include a note inside the parcel with:
  • the return or exchange request number from the portal, if visible,
  • your order number,
  • the buyer’s full name,
  • information whether the parcel concerns a return or an exchange,
  • for exchanges — the requested size or model.
Important: parcels without a request number, order number or buyer details may require additional verification and may be processed more slowly.

Return and exchange conditions

Returned or exchanged shoes must meet the following conditions:

  • the product is clean, unworn and free from signs of use,
  • the product is returned in its original packaging,
  • the parcel includes information allowing us to identify the request and order,
  • the product is not personalized or made according to the customer’s individual specifications.
Please try the shoes only on a soft, clean surface, for example on a carpet. Shoes should be checked in a way that does not cause dirt, scratches, creases or other signs of use.

How to send the return parcel

The customer arranges and pays for return shipping. We do not provide prepaid return labels and we do not accept cash-on-delivery parcels.

You may send the parcel using any courier or postal service of your choice. We recommend choosing a tracked shipping method and keeping the tracking number until the return or exchange is completed.

Example of the note to include inside the parcel:

Request number: #RET00001
Order number: #0000
Full name: John Smith
Request type: return / exchange
Exchange to size: if applicable

Return and exchange address:
KarolShoes / KARDAV Sp. z o.o.
ul. Tadeusza Kościuszki 142c
42-300 Myszków
Poland

Refunds

Refunds are issued using the same payment method used for the original order. If the order was paid by cash on delivery or if a refund to the original payment method is not technically possible, the refund may be made by bank transfer.

The refund will be processed after we receive the parcel and verify the returned product, in accordance with applicable regulations.

Size or model exchange

Exchanges are possible for products that are clean, unworn and free from signs of use. If you want to exchange the product for another size of the same model, select the correct option in the returns and exchanges portal.

If you want to exchange the shoes for another model and the price is different, we will contact you regarding the price difference or additional payment.

Complaints

Complaints are not handled through the returns and exchanges portal. If you want to report a problem with the shoes you received, please contact us at info@karolshoes.com.

In your message, please include:

  • your order number,
  • a description of the problem,
  • the date when you noticed the problem,
  • photos showing the full pair of shoes and the specific area concerned.

Please do not send the shoes back as a complaint without prior contact with us. After reviewing your message, we will inform you about the next steps.

Frequently Asked Questions

What should I include inside the parcel?
Please include a note with the return or exchange request number from the portal, your order number, full name and information whether the parcel concerns a return or an exchange. If you do not see a request number, include at least your order number and buyer details.
Do I have to use a specific courier?
No. You can use any courier or postal service of your choice. We recommend using a tracked shipping method.
Will I receive a prepaid return label?
No. We do not provide prepaid return labels. Return shipping is arranged and paid for by the customer.
Can I send the parcel cash on delivery?
No. Cash-on-delivery parcels will not be accepted.
Can I exchange the product for another model?
Yes, as long as the product is clean, unworn and meets the exchange conditions. If there is a price difference, we will contact you regarding additional payment or settlement of the difference.

Need help?

If you have a problem submitting a return or exchange request, please contact us by email: info@karolshoes.com.

Please include your order number and briefly describe the matter. This will help us find your order faster and provide the right information.