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Frequently Asked Questions

Can’t find what you’re looking for? Contact our Customer Care via email.

FAQs

Email Customer Care

oi@cariuma.com

Customer Care

oi@cariuma.com

ORDERS
PREORDERS
KIDS
PRODUCT & FIT
SHIPPING & DELIVERY
RETURNS & EXCHANGES
PAYMENT
GIFT CARD
ACCOUNT INFORMATION
AFFILIATE REWARDS PROGRAMS
PROMOTIONAL RULES
BACK
When will I receive my order if it includes a pre-order item? +
Your pre-order item(s) will be delivered to you upon availability. If your order contains a pre-order item(s) and a non-pre-order item(s), the available items will be shipped separately in a new order, and your pre-order item(s) will be delivered once available.
How do I find my size? +

We know how important it is to find your perfect fit. Here are a few helpful hints to size your sneaker just right.

How do I take care of my shoes? +

Canvas:

  • Hand-wash your sneakers with a brush or an old kitchen towel (to reach in between grooves) with neutral soap & cold water.
  • Do not machine wash or dry.

Suede:

  • Keep them away from water, and try a little TLC. Treat stains by hand using an eraser to rub away any marks, or use a brush or soft cloth to reach in between grooves. Brush away dirt in circular motions, whilst alternating direction (for tough stains, use a damp, clean cloth and dry the area with a hair dryer to remove any moisture).
  • Do not machine wash or dry.

Leather:

  • Prep your shoe: Remove and soak the laces in warm water with baking soda, and set aside. With your damp cloth, gently wipe down the exterior of the entire shoe to remove dirt on the surface of the shoe. Let dry.
  • Build up a soap lather using your cloth. Massage the soapy lather in small, gentle circles all over the leather upper to remove dirt. Wipe away, then repeat if necessary. Let shoes and laces dry completely.
  • Do not machine wash or dry.

Plaid:

  • Use a soft brush to brush any dust/stain that arises.
  • Do not machine wash or dry.
How do I take care of my new socks and/or shirt? +

First, socks! You can toss them in the washing machine, air-dry or line-dry them when done. Be sure to avoid bleaching and tumble-drying!

Next, shirts. You can toss your shirt in the washing machine and set it to cold. When it’s done, you can air-dry or iron on low heat. Be sure to avoid dry-cleaning, tumble-drying, line-drying, and bleaching to keep your shirt looking fresh. Washing it with similar colours is always recommended.

When will you release the next drop? +

The only way you can know is by following us www.instagram.com/cariuma/

The shoes I want are sold out! +

Help us decide what to restock by clicking on “Notify Me” on the product page. If there’s enough demand, we’ll make it happen!

Where do you ship to? +

We ship to 49 world regions worldwide, see full list: www.cariuma.com/pages/shipping

When will I receive my order? +

We offer two delivery options:

  • EXPRESS shipping, which takes about 3-4 business days to arrive.
  • STANDARD shipping, which takes about 5-6 business days to arrive.

What are your shipping charges? +
Based on your selected destination, the shipping rate will be calculated accordingly at the checkout page.
What is your return policy? +

Our standard return window is 60 days! Returns and exchanges are accepted if your sneakers are:

  • Unworn
  • Unwashed
  • In the original packaging

When trying on your CARIUMAs for the first time (to test fit & comfort), please make sure to only wear them inside on a clean floor. If you plan to return them (or think there’s a slight chance you might need to exchange them), we ask that you refrain from wearing them outside. This eliminates the possibility of dirt, grime, etc. We cannot accept any sneakers that have been worn down, disheveled, washed or altered in any way.

*All accessories (insole, socks, shoe laces), and single skate shoe purchases are final sale.

*We reserve the right to not accept returns that are not in line with our return policy.

*Specific events and promotions may have a different return policy.

For questions and clarifications, reach out to care@cariuma.com.
How do I return or exchange my order? +

If your purchase is in $ USD:

Please initiate returns here, and choose the Return Bar option to get your QR express code (no label needed)! Simply drop off your shoes in the original packaging at your closest Return Bar, and your exchange/refund will be processed in the next 24 hours.

If the Return Bar is not available in your region, you can choose the Mail option- print the free shipping label, affix it to the original packaging, and drop off at the carriers listed on the label (USPS, Fedex or DHL) or if the label is DHL, you can arrange the pick-up here. It may take up to 3 weeks to process your return, and you'll receive notification once it has been completed.

*For Singapore customers, please contact us at care@cariuma.com to initiate your return.

How long does a refund or exchange take to process? +

Drop By Our Contact-free Return Bar

After your original pair of sneakers has been accepted at a Happy Returns Return Bar, your refund will be initiated immediately and your new exchange order will ship out within 24 hours. Click here to find a Happy Return Bar location near you.

Online Return Process via Mail

It takes up to 3 weeks for our warehouse to process your return or exchange, we’ll notify you once your return has been approved

How much will I be refunded? +
The original product value will be refunded to your original payment method. Shipping fees, taxes, and duties are not refundable.
Can I return or exchange the accessories I purchased? Like insole, shoelaces.. etc +
All accessories, including insole, shoelaces, are final sale.
What forms of payment do you accept? +
We accept all major debit and credit cards (VISA, Mastercard and American Express), Paypal, Apple Pay, After Pay and our E-gift card.
Do you charge any sale taxes on the items? +
Sales tax depends on your shipping destination. If there are any taxes and duties applicable, you’ll be able to see it on your order summary page before payment.
How does it work? +

It’s simple! Select your desired gift amount. Add to cart. Check your inbox. You’ll receive the Gift Card Email containing the gift card purchase code. Forward the email to your recipient. They’ll use their gift code during checkout. And, BAM, they’ve got a brand new pair of shoes!

  • Select gift amount
  • Check your inbox for the Gift Card Email
  • Forward the email to your recipient

    Gift cards may be used toward any purchase. After the recipient’s initial purchase, any gift card balance will remain active. All gift card sales are FINAL.

    About Earth Day Edition Sneaker +
    We stand for less waste, more trees, and constant evolution. We wanted this sneaker to be equally value-driven: built to last, handcrafted with a blend of organic cotton + recycled canvas, featuring “burnt” no-fray lace tips and bio-based eyelets. We’re most excited about our brand-new BLOOM rubber, made with algae—an infinitely renewable resource we used to create an especially lightweight outsole.
    Is it a digital gift card? +
    Yes, it’s a digital gift card that we send directly to your email!
    About CARIUMA X RAZER +

    This is an exclusive collaboration celebrating our shared commitment to a more sustainable world. It’s imagination at work for the greener good—playful, with a purpose.

    This collector’s edition OCA is made with GOTS-certified organic cotton canvas, natural rubber and recycled plastics. They’re handcrafted to feel like the perfect broken-in sneaker, right out of the box. Of course, the star of this collaboration is Razer’s adorable sustainability mascot, Sneki Snek. This cutie will cheer you on as you walk, bike, or skate towards greener choices in your everyday life.

    Your pair saves 10 trees around the world—because when our planet thrives, everybody wins. The sale of this shoe supports the work of Conservation International and their efforts to protect the world's forests.

    SHIPPING:

    Razer orders are eligible for Standard (Free Shipping)

      • 5 business days
      • Fully trackable with Email updates
      • Duties & taxes payable upon checkout (no extra fees on delivery!)
      • Free returns for products unused/unworn/unwashed within 60 days of delivery

        .

      Can I return or exchange my Earth Day Edition Sneakers? +
      All Earth Day Edition sneakers are Made-To-Order, and not eligible for exchanges or refunds.
      About the PEANUTS Collection +
      Step into the world of Snoopy and friends, for a collection themed to Take Care with Peanuts. These highly collectible designs celebrate all the ways we take care, with something for the daydreamers, the friends, the surfers, and tree-planters alike
      Shipping and Delivery +
        The PEANUTS Collection is available to ship to the following countries via our Standard & Express Shipping:

        The United States, it’s territories and possessions, Canada, Austria, Australia, Belgium, Brazil, Brunei, Bulgaria, China, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Japan, Korea, Latvia, Lithuania, Luxembourg, Macau, Malaysia, Maldives, Malta, Mexico, Monaco, Netherlands, New Caledonia, New Zealand, Norway, Poland, Portugal, Romania, Singapore, Slovakia, Slovenia, Spain, Sweden, Taiwan, Thailand, and United Kingdom.

      About NATIONAL GEOGRAPHIC + CARIUMA +

      Through groundbreaking storytelling from the best and brightest scientists, explorers, photographers, and filmmakers in the world, National Geographic has ignited the explorer in all of us for over 133 years. Featured prominently in this collaborative design, their striking yellow border is a portal to explore the farthest reaches of the Earth, and beyond.

      We’re on a mission to protect our planet for the next generation of surfers, skateboarders, and explorers. Starting with a better sneaker — something timeless, seriously comfortable, made ethically — we strive to reduce our day-to-day impact, and give back with gratitude to the Earth.

      Your purchase supports the global, nonprofit National Geographic Society in its work to protect and illuminate our world through exploration, research, and education. In addition, we’re proud to plant two trees in the Brazilian rainforest for every pair of sneakers sold, through our in-house Ecological Restoration Program.

      SHIPPING AND DELIVERY +
      NATIONAL GEOGRAPHIC + CARIUMA is available to ship to the following countries via our Standard & Express Shipping:

      The United States (including Puerto Rico & Guam), Canada, EMEA: Austria, Belgium, Bulgaria, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Monaco, Netherlands, Norway, Poland, Portugal, Romania, Slovenia, Spain, Sweden, Switzerland, and United Kingdom, LATAM: Brazil, Mexico.

      About CARIUMA X CROOKED +

      Your voice. Your vote. Your co-branded shoe that you’ll really love.

      Crooked Media and Cariuma have designed this collaborative sneaker as a reminder that while the news may not always put a skip in your step, a better future is always possible. Your vote and activism are what will get us there, whether you’re engaged with environmental conservation, labor rights, or the future of public education. Changing the world is a marathon, not a sprint; make sure you’ve got the right shoes.

      Always pushing industry standards for low-waste design and sustainable production, Cariuma’s sneakers convey that change is a process—No Steps Back, just small steps forward. Handcrafted with organic cotton canvas, natural rubber, cork, and recycled plastics, your pair plants two trees in the Brazilian rainforest through Cariuma’s in-house Ecological Restoration program.

      About CARIUMA X AVATAR +

      Thirteen years have elapsed since your first encounters with Sully and Neytiri in the dazzling rainforests of Pandora.

      Now, the Na'vi are ready to welcome you back home: this time, plunging us into the depths of Pandora's luminous oceans. This adventure in sustainable design comes on the eve of AVATAR's second installment: The Way of Water. Discover two limited edition designs, inspired by the expansive world of AVATAR. Experience underwater by night with our glow-in-the-dark OCA Low and an artistic representation of the wings of the mountain banshee in our 100% vegan VALLELY and OCA High.

      How do I opt-out of marketing emails? +

      If you no longer wish to subscribe to our emails, you can easily do so by:

      • Clicking on the unsubscribe link in one of our emails.
      • Sending us an unsubscribe request here; or
      • Contacting our care team here. We'd love to know a little more about how we can improve.
        Please note, once you unsubscribe:
        • It may take up to 10 business days for the request to take effect.
        • You may receive order tracking and order confirmation emails if you have placed an order.
        • You may still receive emails regarding Back in Stock items if you have wait-listed items in your account.
        • You may still receive an email if there are any changes in our Terms of Use.

          If you’d like to start receiving updates from us again, you can reactivate your subscription anytime.

          Why is my order split into multiple deliveries? +
          Orders can sometimes be split over a number of deliveries due to the following reasons:
          • Where your products are coming from: Products in one order are stored across multiple warehouses.
          • Product availability: Product listed as pre-order will be shipped at a later date so that you will receive the available product first.
          • Bulk order: If you have ordered four or more pairs of sneakers, apparel, or backpacks; your order will be split and shipped separately.
          How do I return a split order? +
          Split orders can be returned via Happy Returns for an exchange or refund.

          *For split order refunds, please reach out to care@cariuma.com.

          We reserve the right to not accept returns that are not in line with our return policy.

          Bulk Order Rewards +
          We reserve the right to approve or reject affiliate commissions (which may include airline mileage programs) on bulk orders.

          A bulk order is defined as four or more pairs of sneakers, apparel, or backpacks.

          AAdvantage Rewards Status Inquiry +
          For purchases through aadvantageeshopping.com, please note that it takes 21 business days for miles to be credited upon review of each transaction.

          To check on your rewards, please fill in the inquiry form here.

          What sizes are available for kids' shoes? +
          We offer a wide range of sizes for kids' shoes, starting from toddler sizes all the way up to youth sizes. Please refer to our size chart for more details.
          How do I determine the correct shoe size for my child? +
          To determine the correct shoe size for your child, we recommend measuring their feet using a ruler or a measuring tape. You can then refer to our size chart to find the corresponding size.
          Are the shoes true to size, or do they run small or large? +
          Our shoes are designed to be true to size. However, we recommend checking the individual product descriptions for any specific sizing information or customer reviews regarding fit. Tip: If your child is between sizes, round up. Y2 and up can also shop our adult sizes.
          Can I return or exchange the shoes if they don't fit? +
          Yes, we have a hassle-free return and exchange policy. If the shoes don't fit your child properly, you can return or exchange them within 60 days of purchase. Please refer to our return policy for more details.
          Are the shoes suitable for both boys and girls? +
          Absolutely! Our collection of kids' shoes is suitable for both boys and girls. We offer a variety of styles and colors that cater to all preferences.
          How can I clean and care for the shoes? +
          Hand-wash sneakers with a brush or an old kitchen towel (to reach in between grooves) with neutral soap & cold water. *Pro tip: A repurposed toothbrush or an old T-shirt work like a charm!
          How can I apply my promo code? +

          Here're 3 simple steps to apply your promo code:

          • Add your items to the cart
          • Once in the cart, tick the relevant add-on box (depending on the active offer)
          • Click check-out and apply your code!

          Promo code terms and conditions +

          When applying your promo code, please take note that:

          • Code may be case sensitive
          • Code is not valid on apparel, kids sneakers, backpacks and accessories (insole, laces, shoe bag and socks)
          • Code is only valid for one-time use, with the email address that received the promo code communication
          • Only one code can used per order; codes cannot be stacked

          Press Inquiries

          please email press@cariuma.com

          Wholesale Inquiries

          please email wholesale@cariuma.com

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          shopping the right CARIUMA site before you add to cart.