RETURNS

What is your return policy?

We hope you love your Camilla Gabrieli creations. Should you wish to return your purchase, you may request a return within 14 days of delivery, subject to the conditions below.

All footwear must be returned unworn, unused and in its original condition, with all original packaging, dust bags and accessories.

Please try on your shoes only on a clean, soft, carpeted surface. The outsoles and insoles must remain completely free of scratches, scuffs, marks, stains or signs of wear. The uppers, heels and decorative embellishments must also remain in their original condition.

Returns are subject to inspection. We reserve the right to decline returns that do not meet these conditions, except where otherwise required by applicable law.

This policy does not affect your statutory rights.

 

How do I request a return?

To initiate a return, please contact hello@camillagabrieli.com within 14 days of delivery, providing your order number and the item you wish to return.

Our Client Services team will provide return instructions and a prepaid shipping label.

Please use only the shipping label provided by Camilla Gabrieli for standard returns. Returns sent without prior authorization may experience processing delays.

For customers exercising statutory withdrawal rights, any legally permitted method of notifying us of withdrawal will be honored.

 

How should I prepare my return?

• Ensure the shoes are unworn and in their original condition.

• Include the original shoe box, dust bags and all accompanying accessories.

• Place the shoe box inside a protective outer shipping carton. Please do not attach shipping labels directly to the original shoe box.

• Include a print out of your order information and return documentation provided by our Client Services team.

• Securely attach the prepaid shipping label to the outer carton.

• Drop off your parcel at the designated carrier location and retain proof of shipment and tracking information.

For international returns, our team will provide any necessary customs documentation and instructions.

Please ensure that your return is dispatched within the timeframe communicated by our team, subject to applicable statutory return rights.

 

Can I exchange my shoes?

Yes. We are happy to assist with an exchange, subject to product availability.

Please contact our Client Services team with your order number and the style or size you would prefer.

If the requested item is unavailable, we will discuss the available alternatives or arrange a refund in accordance with this policy.

All exchanges must satisfy the same condition requirements as returns.

 

Are returns complimentary?

For returns from the United States and Canada, a flat $20 return shipping and restocking fee applies and will be deducted from the refund.

For international returns, the applicable return shipping fee varies by destination. Our Client Services team will confirm the charge before arranging the return.

These fees apply to discretionary returns and do not affect any rights to reimbursement, including shipping costs, under applicable consumer protection laws.

 

How are returned shoes inspected?

Every returned item is carefully inspected upon arrival.

To qualify for a discretionary refund, shoes must be in their original, unworn condition and suitable for resale as new merchandise.

We cannot accept footwear showing signs of use, including scratches, scuffs or marks on the outsoles or insoles, creasing or damage beyond normal indoor fitting, stained or damaged materials, or altered or damaged decorative elements.

If a return does not meet these requirements, we will contact you to explain the inspection findings and the available next steps.

We may decline the discretionary return and arrange for the merchandise to be returned to you, subject to applicable law.

 

What if my parcel arrives damaged?

If your parcel arrives damaged, please contact hello@camillagabrieli.com as soon as possible.

We recommend photographing the outer packaging and the merchandise before disposing of any shipping materials. Please retain the packaging while we review your claim.

Our Client Services team will assist you in resolving the issue.

 

What if I receive a faulty or incorrect item?

Each Camilla Gabrieli creation is carefully inspected before dispatch.

If your order arrives damaged, defective or incorrect, please contact hello@camillagabrieli.com as soon as reasonably possible, preferably within seven days of delivery, with your order number and photographs of the issue.

We will review the information and arrange an appropriate remedy in accordance with applicable law.

The suggested seven-day notification period does not limit your statutory rights regarding defective or nonconforming products.

 

Are final sale or made-to-order products eligible for return?

Products expressly identified as Final Sale are not eligible for discretionary returns or exchanges.

Products made to a customer's individual specifications or personalized at the customer's request may also be excluded from discretionary returns.

Any restrictions will be clearly identified before purchase and are subject to applicable law. These exclusions do not affect statutory rights relating to defective, damaged or incorrectly supplied goods.

 

When will I receive my refund?

Following receipt and inspection of your return, refunds for eligible discretionary returns will generally be processed within 14 business days.

Refunds will be credited to the original payment method, less applicable return charges.

Depending on your financial institution, additional processing time may be required before the credit appears on your account.

Where applicable law requires an earlier refund deadline, that deadline will apply.

 

How will I know my return has been processed?

We will send you an email confirming the outcome of your return once it has been reviewed.

If your return is approved, you will receive confirmation when your refund has been issued.

We recommend retaining your return tracking information until the refund has been completed.

 

Need assistance?

Our Client Services team will be delighted to assist you at hello@camillagabrieli.com.