Frequently Asked Questions
Can’t find what you’re looking for? Contact our Customer Care.
We’re here 5 days a week from 10:00 AM - 17:00 PM WEST Western European Standard Time.
Email: info@cariuma.pt | Phone: +351 261 860 900
Orders
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.
- Bulk order: If you have ordered four or more pairs of sneakers, apparel, or backpacks; your order will be split and shipped separately.
Kids
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.
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 30 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!
Do you offer any options to return if my child has outgrown the shoes?
They can be donated to soles4souls to repair and give it another life. 💚
Product & Fit
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.
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!
Shipping & Delivery
Where do you ship to?
CARIUMA ships within Portugal and works with trusted carriers to offer you a premium door-to-door service, hassle-free.
How long does shipping and delivery take?
At checkout, you’ll see an estimated delivery date based on your selected shipping option and delivery address.
Please note: Orders require an additional 1–2 business days for processing before they are shipped.
Once your order ships, you’ll receive a confirmation email with tracking information and carrier details.
Returns & Exchanges
What is your return policy?
Our standard return window is 30 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, cleaning products), 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?
Please initiate your return by sending an email to info@cariuma.pt. Our team will guide you through the next steps and provide you with all the necessary instructions. Once we receive your shoes in the original packaging, your exchange/refund will be processed within 48 hours.
How much will I be refunded?
The product value will be refunded to your original payment method. Shipping fees, taxes, and duties are not refundable.
How do I return a split order?
For split order refunds, please reach out to info@cariuma.pt.
We reserve the right to not accept returns that are not in line with our return policy.
Payment
What forms of payment do you accept？
We accept all major debit and credit cards (VISA and Mastercard), Paypal, MBWay, and Debit.
Do you charge any sale taxes on the items?
If there are any taxes and duties applicable, you’ll be able to see it on your order summary page before payment.
Promotional Rules
How can I apply my promo code?
Here are 3 simple steps to apply your promotional code:
- Add your items to the cart
- Once in the cart, enter the code in the "Discount Code" field
- Click apply!
Promo code terms and conditions
When applying your promo code, please take note that:
- Code may be case sensitive
- 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
Secure Payment
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