Returns & Exchanges

October 1, 2022

3 min read

Boot fit guarantee

We want you to be happy with Carv in your boots. If you do not find a good fit with your boots you can either swap Carv for a different size, or return it within 100 days of delivery.

Returns & Exchanges

We're sorry if Carv has not worked out for you for any reason. We offer hassle free returns within 100 days of delivery of your Carv unit, for which we will offer a full refund including any membership fees that were paid upfront. We will also exchange a unit for a new size within 100 days of delivery.

Should you wish to request a return or exchange, please let us know by completing one of the forms below:

  • For customers that purchased in US dollars and are currently based in the US, please complete this form.
  • For all other customers, please complete this form instead.

You will need your Order Number (including the #) and your order email address.

Once your return / exchange request has been approved, you will receive an email with details of how to return your order, including the address to which the return should be sent. Please consider using a trackable shipping service or purchasing shipping insurance as you are responsible if the product is lost on its way back to us.

You will be responsible for the cost of return shipping, however, we aim to minimise this cost by providing multiple return addresses globally. We request that your Carv is returned in the original packaging if possible. Once your return is received and inspected, we will send you an email to notify you of the approval or rejection of your return / exchange.

For returns, if you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 14 days.

For an exchange, if you are approved, we will process the exchange within 5 working days. The replacement unit’s arrival will depend on your location.

Pre-order Cancellation

As per our Terms of Service, you may cancel your pre-order up to the dispatch without giving any reason and receive a full refund. To do so, please contact us. After dispatch, please refer to the Returns Policy above.

Contact us


The fastest way for us to help you is through the Carv App. From here we can help you with any questions or issues you have by reviewing your session data and providing troubleshooting steps directly in the App.


Alternatively get in touch with us via Live Chat below.

Our working hours (9am - 1:30pm ET, or 9:30am-5:30pm BST).


For purchase or product assistance, please contact us through the app as it allows us to support you more efficiently.

If you would prefer to email:

For business and partner enquiries:

For career and application queries:


United Kingdom
+44 (0) 20 3286 6644
9:30am - 5:30pm (BST), Mon-Fri

United States
+1 917 675 3184
9am - 1:30pm (ET) , Mon-Fri