At OVRQELIAβ’, operated by Shoe Carnival, Inc., we want you to feel confident when shopping with us.
If something is not right with your order, this policy explains how returns, exchanges, damaged-item claims, and refunds are handled.
30-Day Return Period
Most eligible products may be requested for return within 30 days from the date your order is delivered.
To be accepted, returned merchandise should generally meet the following requirements:
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The product has not been used or altered
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The item remains in its original condition
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Original packaging, labels, and tags are included where applicable
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Valid proof of purchase or order confirmation can be provided
Products returned in a condition that does not meet these requirements may be refused or may not qualify for a full refund.
Starting a Return Request
Before sending any product back, please contact our customer support team at:
When contacting us, include your:
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Order number
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Name used for the purchase
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Item you wish to return
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Reason for the return
Once your request has been reviewed and approved, we will provide the applicable return instructions.
Where a prepaid return label is provided, please use that label exactly as instructed.
Important
Please do not send merchandise back without contacting us first.
Packages returned without authorization may not be properly identified or processed.
Wrong, Damaged or Defective Orders
We recommend checking your package shortly after delivery.
Please contact us as soon as possible if:
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Your item arrived damaged
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The product appears defective
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You received the wrong item
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An item is missing from your shipment
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The product differs materially from what you ordered
Email service@ovrqela.com with your order details and, where useful, clear photographs showing the issue.
After reviewing the information, we will work with you toward an appropriate solution, which may include a replacement, refund, or other remedy depending on the circumstances.
Products That May Not Qualify for Return
Certain types of merchandise may be excluded from standard returns for hygiene, safety, customization, or other reasons.
Examples may include:
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Perishable goods
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Personalized or custom-made products
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Gift cards
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Items marked as final sale
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Certain clearance or promotional merchandise
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Products that have been used, damaged after delivery, or altered by the customer
If you are uncertain whether your purchase can be returned, please contact us before shipping anything back.
Exchanges
For the quickest exchange process, we generally recommend:
Step 1: Request a return for the original product.
Step 2: Follow the approved return instructions.
Step 3: Place a separate order for the preferred size, style, color, or replacement item.
Processing the replacement as a new order helps avoid delays caused by inventory changes while the original item is being returned.
European Union Orders
Customers located in the European Union may have additional statutory cancellation or withdrawal rights.
Where applicable, eligible consumers generally have the right to withdraw from certain distance purchases within 14 days, subject to applicable consumer protection law and any legally permitted exclusions.
Returned goods should generally be:
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Unused beyond what is reasonably necessary to inspect them
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Returned in appropriate condition
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Accompanied by relevant order information
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Packaged securely for return
These statutory rights may apply independently of our standard store return policy.
Return Shipping
Return shipping arrangements depend on the reason for the return and the circumstances of the order.
If your return is authorized, our support team will provide instructions explaining how and where your package should be sent.
Do not mail a return to a company or warehouse address found elsewhere unless that address has been specifically provided for your approved return.
This helps ensure your package reaches the correct processing location.
Refund Review Process
After an approved return reaches the designated return facility, the item may be inspected before a refund is issued.
Once the return has been reviewed, we will notify you of its status.
If approved:
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The refund will generally be sent back to the original payment method
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Processing may take up to 10 business days
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Your bank, card provider, or payment service may require additional time before the funds appear in your account
Original shipping fees and other charges may be treated according to the circumstances of the return and applicable law.
Still Waiting for Your Refund?
If more than 15 business days have passed since you received confirmation that your refund was approved, please contact:
Include your order number and any relevant refund confirmation details so our team can investigate the status.
Return Authorization & Destination
All returns must first be approved through our customer support process.
Once authorized, you will receive the appropriate:
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Return instructions
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Return destination
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Shipping guidance
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Return label, when applicable
Please use only the return information supplied for your specific request.
Need Assistance?
For questions regarding a return, refund, exchange, or order issue, contact:
OVRQELIAβ’
Operated by Shoe Carnival, Inc.
Customer Support:
service@ovrqela.com
Our goal is to keep the return process clear and manageable while ensuring each request is reviewed fairly and accurately.