USEFUL INFORMATION

MY ACCOUNT

HELP

I’ve forgotten my password

Enter your e–mail address (it must be the same e–mail address used to log into our site), and we will reset and send you your new random password, allowing you to change it the next time you log on:

I haven’t received my confirmation e–mail

The confirmation e–mail should been sent immediately to your designated e–mail address when you complete the registration form.

If you have not received the e–mail promptly please try the following:

  • In your e–mail client click the Send & Receive button to download new e–mails.
  • Check you SPAM folder, make sure you add webteam@carashoes.co.uk to your trusted list.
  • Make sure your e–mail client (Outlook, Outlook Express, etc) is connecting to the internet — i.e. you are receiving other e–mails.
  • If none of the above work please send us an e–mail with the e–mail address and telephone number you provided in the registration form and we will re-send you the confirmation e–mail.

I want to return an item

If you are not completely satisfied with your purchase please return the unworn item in the original packaging within seven days of receipt and we will refund you the cost of the product(s). Please note that our online returns policy is not the same as our in-store returns policy. Please package the product(s) securely and enclose your receipt along with a note explaining why you are returning it. Please note that we can only exchange items for different sizes or colours of the same style of item.

Store Returns
You can drop your return off to any of our retails stores free of charge. The store will check the goods back into stock, but the refund will be processed from Head Office. You'll receive a confirmation email once your refund has been processed.

Free Postal Returns
Simply follow the returns instructions on the packing slip to generate your free returns label and drop the parcel to your local Post Office. Please note you are responsible for the safe packaging & return of the goods.

FAO: Webteam (Returns)
24 Horseshoe Park
Pangbourne
Berkshire
RG8 7JW

Please note that credit notes issued in–store cannot be used for online purchases.

I have a question about delivery

UK delivery is £3.95, or free for orders over £150.

Orders are usually dispatched via DPD or ParcelForce, depending on where the stock is located. For the majority of In Stock items we use DPD next working day service. If the order is placed before 12:00pm on a weekday, this will usually be dispatched the same day and delivered the next working day.*

For Low Stock items we use Parcelforce next working day service. We will endeavour to dispatch these items as soon as possible, however some stock may take up to 5 working days to allocate and dispatch. We can usually provide tracking information for these shipments.

You will receive an e–mail notification when the item has been dispatched. If you have any questions regarding our delivery process then please contact us.

During the sale period it is possible for some styles to sell out of stock. If this is the case then some web orders may not be fulfilled. We will contact you as soon as possible to arrange an alternative colour or style. Failing that we will issue an immediate refund. In the unlikely event this occurs please accept our apologies.

All delivery estimates are from the time the order leaves our warehouse.

We can ship internationally, however there is a starting rate of £13.50 for this service, plus £7.50 per additional item. Anywhere outside of mainland UK is classed as international shipping; for example Ireland and the Channel Islands.

We currently do not ship to America.

* We cannot guarantee next day delivery.

Contact Us Directly

If you have any questions that are not covered here, please feel free to contact us directly.

Store Locations

If you would like to know the location of your nearest Cara store, please click here.