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Yes, you can request changes to your delivery address, contact number, shoe size, product variant/colour, or quantity. Please contact our Customer Support team as soon as possible after placing your order. Changes can only be made until your order has been picked and packed. Once packing has begun or the shipment has been handed over to our logistics partner, changes can no longer be made.
You can request an address change before your order is picked and packed. Please contact Customer Support immediately after placing your order. Address changes cannot be made once packing has begun or the shipment has been handed over to the logistics partner.
You may request cancellation before your order enters the packing stage. Cancellation requests are subject to approval based on the current processing stage of your order.
If your cancellation is approved before packing, the order value will be refunded to the approved UPI ID or bank account within 5–7 business days. Alternatively, you may request Store Credit, which is settled instantly within 24 hours of confirmation.
An approved COD cancellation before packing will be processed without any additional cancellation charges.
No. Once your order has been picked, packed, or dispatched from our warehouse, cancellation is no longer possible. After delivery, you may request a return or exchange if your order is eligible under our Returns & Exchanges Policy.
In certain circumstances, Carla Braga may cancel an order, including where a product becomes unavailable, there is a pricing or technical error, payment authorization fails, an order cannot be verified, the order is suspected to be fraudulent or unauthorized, the location is not serviceable, or circumstances beyond our reasonable control prevent fulfilment. If a prepaid order is cancelled by Carla Braga, the prepaid amount received will be refunded to the original payment method.
Orders are usually processed within 1–3 business days after successful order confirmation. Once dispatched, estimated delivery times are 3–6 business days for metro cities, 4–8 business days for Tier 2 and Tier 3 cities, and 5–10 business days for remote or non-serviceable locations.
Delivery timelines begin after your order has been successfully dispatched, not from the date the order is placed.
Yes. Delivery timelines are estimates and may vary due to courier operations, weather conditions, public holidays, high seasonal demand, government restrictions, natural disasters, network disruptions, or other unforeseen circumstances.
Faster delivery may be available on a case-by-case basis. Delhi NCR customers may request same-day or next-day delivery through our local delivery service provider. Expedited delivery for other metro cities may be arranged through DTDC Premium where serviceable. Faster delivery is available only for prepaid orders, is subject to product availability, serviceability and courier capacity, and involves applicable shipping charges.
The extra shipping fees for faster delivery are non-refundable, including in cases of return, exchange, or cancellation.
Once your order has been dispatched, tracking details will be shared via Email, SMS, or WhatsApp where available.
Yes. If your order contains multiple products, they may be shipped separately depending on product availability or warehouse location. There will be no additional shipping charges for split shipments initiated by Carla Braga.
If your address falls outside our courier partners' serviceable network, our Customer Support team will contact you to discuss available options. These may include self-shipping arrangements or order cancellation with an appropriate resolution.
Please notify the delivery partner immediately and contact our Customer Support team within 48 hours of delivery. We also strongly recommend recording a continuous unboxing video from the sealed package through to the product being fully visible.
Yes, eligible products can be returned within 7 calendar days from the date of delivery through our Returns Portal. Each order is eligible for one voluntary return, subject to the Returns & Exchanges Policy. Refunds are in the form of Store Credits/Gift Cards valid for 6 months.
Voluntary returns may be requested if you changed your mind, prefer a different style, or ordered by mistake. Returns may also apply to damaged, incorrect, or verified manufacturing-defect claims, subject to the applicable claim and verification requirements.
The product must be unused, unworn and in its original condition. It must be free from scratches, stains, dirt, sole marks, perfume, makeup, deodorant, or other signs of wear. The original shoe box, tags, invoice, dust bag where applicable, and all complimentary accessories must also be returned. The product must pass our Quality Check.
A return that does not meet the eligibility conditions may be declined and shipped back to you. The shipping cost for returning a rejected product will be borne by the customer.
Approved returns are issued as Carla Braga Store Credit/Gift Card. The Store Credit/Gift Card equals the product value excluding original shipping charges, if any.
Store Credit/Gift Cards are valid for 6 months from the date of issue. They can be used partially or fully across multiple purchases and may be combined with other valid Store Credits/Gift Cards. They cannot be redeemed or exchanged for cash.
Yes. Every order is eligible for one complimentary size exchange, subject to availability. Products exchanged once are not eligible for another complimentary exchange or return under the policy.
As a goodwill exception, an additional size exchange may be permitted subject to approval and availability, with a ₹199 logistics fee.
Yes, you may exchange your footwear for another available Carla Braga style. If the new product costs more, you will need to pay the difference. If it costs less, the remaining value will be issued as Carla Braga Store Credit/Gift Card. Style exchanges are subject to product availability and successful Quality Check.
Exchanges generally take 5–15 days depending on several factors. Where self-shipping is required, the return courier should reach us within 7 working days of shipping. Once the returned pair is received and qualifies for exchange, the requested new size will be dispatched within the next 7–10 working days, subject to availability.
Products purchased during clearance or final-sale promotions are not eligible for return or exchange, unless they are received damaged, incorrect, or defective.
Orders purchased using Store Credit or Gift Cards are not eligible for return, but remain eligible for a one-time size exchange subject to the Returns & Exchanges Policy.
Please notify us within 48 hours of delivery through our Returns Portal or by emailing support@carlabraga.in. A continuous unboxing video is preferred because it helps our Quality Assurance team verify the issue. Once the claim is verified, you may choose a replacement or Carla Braga Store Credit/Gift Card, subject to the applicable policy.
Please report the issue within 48 hours of delivery through our Returns Portal or by emailing support@carlabraga.in. Once verified, you may choose a replacement or Carla Braga Store Credit/Gift Card, subject to the applicable policy.
Please report the missing item within 48 hours of delivery. For missing-item claims, a continuous unboxing video from the unopened package until the product is fully visible is mandatory.
Carla Braga footwear does not come with a warranty. Product life depends on the wear and tear of the product.
A continuous unboxing video is strongly recommended for damaged, incorrect, and transit-related claims because it helps our Quality Assurance team verify the issue more efficiently. If a video is unavailable, we may request photographs or other supporting evidence. For missing-item claims, a continuous unboxing video is mandatory.
The video helps us verify the condition of the package and products received and can significantly speed up the resolution of transit-damage, missing-item, and incorrect-product claims.
Where reverse pickup is available, we will arrange it at no additional cost.
If your location is outside our reverse pickup network, or if three pickup attempts are unsuccessful, we may ask you to self-ship the product.
Yes, once the return successfully passes Quality Check, we will reimburse courier charges up to ₹150 or the actual courier bill, whichever is lower, subject to the applicable policy.
Carla Braga products are handcrafted, so minor variations in colour, texture, finish, embellishments, stitching, or placement are natural characteristics of handcrafted footwear and are not considered manufacturing defects.
Certain orders may require verification for reasons such as incomplete or incorrect shipping information, an unreachable contact number, high-value orders, multiple orders placed within a short period, payment-security flags, or delivery locations requiring additional verification.
If verification cannot be completed within a reasonable time, Carla Braga may delay dispatch or cancel the order and provide an appropriate resolution.
You can contact our Customer Experience team at support@carlabraga.in. For order modifications and faster-delivery requests, you can also call 8299655184, Monday to Friday between 11 AM and 6 PM.
Our stated response time is 24–48 business hours.
Carla Braga reserves the right to refuse returns or exchanges in cases involving repeated return behaviour, product swapping, fraudulent claims, policy misuse, or activity that reasonably appears intended to abuse the Returns & Exchanges Policy.
Carla Braga may investigate claims where there are reasonable grounds to suspect fraud, product substitution, policy abuse, payment abuse, or misrepresentation. Investigations may involve reviewing order and return history, photographs or videos, Quality Check records, courier records, customer communications, and payment records. Genuine customer claims remain subject to applicable statutory rights.