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Shipping

Shipping to Germany

Cost & Duration

We provide free shipping for an order value over 100€. If your order value is lower, shipping costs €3.90.

Standard shipping takes 2-3 business days (excluding Sundays and public holidays). After receiving your order, we need a maximum of one working day to pack it. We will then ship your order with DHL and you will receive a shipping notification after this has taken place. Please note that DHL does not deliver on Sundays and public holidays and your order will therefore be delivered the next working day.

Tracking

You will find a tracking link, as well as a tracking number in your shipping confirmation mail, which you can use to track your order. It may take a little time for the shipment details to be updated after receiving the shipping confirmation. 

Delivery

The receipt of the package must be confirmed with a signature. If you are not at home at the time of the planned delivery, which you can find in your shipment tracking, you can change the delivery day, drop off your package at a DHL branch or with a neighbor, or have it dropped off at a location of your choice. More information can be found here.

We would also be happy to deliver your order to a DHL Packstation. Please note that you must be registered for a Packstation at DHL. If this is not the case, but you would still like to use this option, you can register here.

*pp s.: We try our best to always comply with the specified delivery times. However, in rare cases, your package may be delayed for a variety of reasons. On the one hand, this can be due to the fact that we have a very high volume of orders (e.g. for launches or sales), or it can also be due to our shipping partner. As soon as we have handed over your package to DHL, we unfortunately have no influence on the further process and delivery. With the tracking link you can always track your shipment. Since CALUA has no influence on the information provided by external partners, we assume no responsibility for its accuracy or availability. If there are problems with the delivery, we would ask you to contact DHL directly. We cannot be held responsible for lost or stolen packages due to specific delivery instructions.

Shipping to Austria

Cost & Duration

We provide free shipping for an order value over 100€. If your order value is lower, shipping costs €4.50.

Standard shipping takes 3-4 business days (excluding Sundays and public holidays). After receiving your order, we need a maximum of one working day to pack it. We will then ship your order with GLS and you will receive a shipping notification after this has taken place. Please note that GLS does not deliver on weekends and public holidays and your order will therefore be delivered the next working day.

Tracking

You will find a tracking link, as well as a tracking number in your shipping confirmation mail, which you can use to track your order. It may take a little time for the shipment details to be updated after receiving the shipping confirmation. 

Delivery

The receipt of the package must be confirmed with a signature. If you are not at home at the time of the planned delivery, which you can find in your shipment tracking, you can let GLS drop off your package at a branch, with a neighbor, or have it dropped off at a location of your choice. More information can be found here.

*pp s.: We try our best to always comply with the specified delivery times. However, in rare cases, your package may be delayed for a variety of reasons. On the one hand, this can be due to the fact that we have a very high volume of orders (e.g. for launches or sales), or it can also be due to our shipping partner. As soon as we have handed over your package to GLS, we unfortunately have no influence on the further process and delivery. With the tracking link you can always track your shipment. Since CALUA has no influence on the information provided by external partners, we assume no responsibility for its accuracy or availability. If there are problems with the delivery, we would ask you to contact GLS directly. We cannot be held responsible for lost or stolen packages due to specific delivery instructions.

Shipping to Switzerland

Cost & Duration

We provide free shipping for an order value over 105 CHF. If your order value is lower, shipping costs 8 CHF.

Standard shipping takes 3-4 business days (excluding Sundays and public holidays). After receiving your order, we need a maximum of one working day to pack it. We will then ship your order with PostNL and you will receive a shipping notification after this has taken place. Please note that PostNL does not deliver on Sundays and public holidays and your order will therefore be delivered the next working day. There may also be delays in delivery if your package is inspected by the local customs office. We can neither influence nor accelerate this process.

Tracking

You will find a tracking link, as well as a tracking number in your shipping confirmation mail, which you can use to track your order. It may take a little time for the shipment details to be updated after receiving the shipping confirmation.

Delivery

The receipt of the package must be confirmed with a signature. If you are not at home at the time of the planned delivery, which you can find in your shipment tracking, you can change the delivery day, drop off your package at a PostNL branch or with a neighbor. More information can be found here.

Customs & Import Fees

All goods imported into a country must be declared to customs. Since Switzerland is not a member of the EU, additional customs costs or import fees may apply, which are not displayed when the order is completed. You can find more information about customs here. Unfortunately, we have no control over customs and import fees and can therefore not provide any information on how high the respective fees will be. If you would like to find out about the amount of the fees in advance, we would recommend to contact your local customs office.

If your CALUA package is shipped with PostNL, the fees due are usually collected directly by PostNL on behalf of the customs authorities. If this is the case, you will be informed in advance by post or email.

*pp s.: We try our best to always comply with the specified delivery times. However, in rare cases, your package may be delayed for a variety of reasons. On the one hand, this can be due to the fact that we have a very high volume of orders (e.g. for launches or sales), or it can also be due to our shipping partner. As soon as we have handed over your package to PostNL, we unfortunately have no influence on the further process and delivery. With the tracking link you can always track your shipment. Since CALUA has no influence on the information provided by external partners, we assume no responsibility for its accuracy or availability. If there are problems with the delivery, we would ask you to contact PostNL directly. We cannot be held responsible for lost or stolen packages due to specific delivery instructions.

International Shipping

Cost & Duration

You can find information about all the countries we ship to on our shipping page. If you select your country or region, you can see the shipping costs and estimated delivery times.

We send international packages GLS, PostNL, or Fedex. We always choose the courier for the respective destination country, with which you will receive your package the fastest. We'll send you a shipping notification after we've handed your package over to the courier. Please note that most couriers do not deliver on weekends and public holidays, so your order will be delivered the next working day.

Tracking

You will find a tracking link, as well as a tracking number in your shipping confirmation mail, which you can use to track your order. This way you will also find out which courier we used to ship your package. It may take a little time for the shipment details to be updated after receiving the shipping confirmation.

Customs & Import Fees

All goods imported into a country must be declared to customs. Since Switzerland is not a member of the EU, additional customs costs or import fees may apply, which are not displayed when the order is completed. You can find more information about customs here. Unfortunately, we have no control over customs and import fees and can therefore not provide any information on how high the respective fees will be. If you would like to find out about the amount of the fees in advance, we would recommend to contact your local customs office. Please note that customs clearance can increase your delivery time.

Delivery

Deliveries are usually made during your regional business hours. A signature is usually required upon delivery to accept the package. If you are not at home on the day of delivery, we recommend that you have your package redirected, handed it over to a neighbor or a pick-up station, or have it dropped off at a location of your choice. You should find the relevant options in your shipment tracking.

*pp s.: We try our best to always comply with the specified delivery times. However, in rare cases, your package may be delayed for a variety of reasons. On the one hand, this can be due to the fact that we have a very high volume of orders (e.g. for launches or sales), or it can also be due to our shipping partner or customs clearance. As soon as we have handed over your package to the courier, we unfortunately have no influence on the further process and delivery. With the tracking link you can always track your shipment. Since CALUA has no influence on the information provided by external partners, we assume no responsibility for its accuracy or availability. If there are problems with the delivery, we would ask you to contact the individual courier directly. We cannot be held responsible for lost or stolen packages due to specific delivery instructions.

When will my order be shipped?

After you have completed your order, you will initially receive an order confirmation email within the first 2 hours.

Our team works extremely quickly and reliably to pick and pack your order as quickly as possible. We ultimately ship your order within 24 hours of receipt of the order. Orders placed before 12 p.m. will be dispatched on the same working day if possible. Orders placed after 12 p. m. are dispatched the next working day.

As soon as we have generated your shipping label, you will receive your shipping notification including a tracking link and tracking number, so you can track your package at any time. All packages are always handed over to the couriers at the end of the day and then processed further. It may therefore take some time before the shipping status is updated in your tracking link after you have received the shipping confirmation.

What are your delivery times?

On our shipping page you will find all information about delivery times to different countries.

We try our best to always comply with the specified delivery times. However, in rare cases, your package may be delayed for a variety of reasons. On the one hand, this can be due to the fact that we have a very high volume of orders (e.g. for launches or sales), or it can also be due to our shipping partner or customs clearance. As soon as we have handed over your package to the courier, we unfortunately have no influence on the further process and delivery. You can always track your package through the provided tracking link.

How much does the shipping cost?

On our shipping page you will find all information about shipping costs to different countries. Nice to know: For orders within Germany, Austria, Switzerland, France and Great Britain, we provide free shipping for all orders over 100€.

How can I track my shipment online?

All our shipments, regardless of the destination country, can be tracked via a tracking link in the shipping confirmation email or within your CALUA account. Alternatively, the shipment can also be tracked directly with the respective courier using the shipment number.

Click here for DHL shipment tracking

Click here for GLS shipment tracking

Click here for PostNL shipment tracking

Click here for FedEx tracking

Why don't you use tissue paper or thank you cards?

We have decided not to use tissue paper or thank you cards in our packages. Why? Because sustainability and environmental protection are important to us and this type of packaging material or promotional cards usually end up in the garbage immediately after receiving the package. According to this, we would produce unnecessary garbage, which is absolutely not in line with our philosophy. Sure, it looks nice. Is it a must? Not really. With our CALUA bag, which you receive for free with every bikini-set order, we say "thank you" with a sustainable alternative, because the bag not only protects your bikini and thus makes it last longer, but we also give you something you can keep use in the future and probably won't throw away.

Can I change the delivery address after I have ordered?

Unfortunately, we can no longer make any changes to completed orders. However, if you have not yet received a shipping confirmation, you can contact us at info@calua.shop and we will see if it is still possible to change your address.

Why was my package sent back to CALUA?

If your order has been returned to us, it can have various reasons.

• In most cases, there have been two unsuccessful delivery attempts and the package has therefore been taken to a pick-up station and stored there for a week. If you haven't picked it up this week, it will be sent back to us.

• The package was refused upon delivery.

• Your delivery address was incomplete or wrong.

• The package was damaged in transit.

Please note that it can take up to three weeks for the package to get back to us. The return will be processed and refunded under our regular return policies.

Will I have to pay any customs or import fees?

If you live within the EU, you definitely don't have to worry about unexpected customs or import fees.

For deliveries to non-EU countries, additional customs costs, taxes and fees may apply. You can find more information about customs here.

Unfortunately, we have no control over customs and import fees and can therefore not provide any information on how high the respective fees will be. Customs regulations vary from country to country. If you would like to find out about the amount of the fees in advance, we would recommend to contact your regional customs office before ordering. Please note that customs clearance can increase your delivery time.

What can I do if I haven't received my order yet and the shipment tracking hasn't updated for a long time?

We are so sorry that you haven't received your order yet. In case that the shipment tracking no longer updates it would be best, if you first check with your respective courier, as they have direct insight into the shipment status. If it is the case that your shipment status is no longer updated before handover ("shipment data was transmitted electronically" etc.), please contact us at info@calua.shop

What can I do if I haven't received my order, but tracking shows that it was delivered?

We are terribly sorry that you did not receive your order, although according to the shipment status it was delivered. In this case, you should first check your mailbox to see if a notification card has been left for the delivery. If you were not at home at the time of delivery, the courier may have left your package with a neighbor, left it in the hallway or on the property, or brought it to a pick-up station. If you have not received a notification card, we recommend that you check the tracking number. If necessary, you will find further information there about the delivery location of your order. Please note that packages are only stored at a collection point for 7 days before being sent back to us. If none of these apply, please contact us at info@calua.shop

* Since CALUA has no influence on the information provided by external partners, we assume no responsibility for its accuracy or availability. We cannot be held responsible for lost or stolen packages due to specific delivery instructions.

Returns & Refunds

What is your return policy?

Here you will find all the necessary information about returns at CALUA.

There’s a product which you don’t like or it doesn’t fit you?

We’re very sorry that one of your ordered CALUA pieces does not fully meet your expectations. Of course we understand and therefore you can return the unwanted item to us within 14 days of receipt of your order as long as it is in its original condition

Here’s our returns portal, where you can easily register a return by entering your order number and your email address. Please note that you must use the same email address that you used when placing your order. You will receive all further information, as well as the return address to which you have to send your return by e-mail after your return request was accepted. Unfortunately, we are currently unable to offer free returns. However, we are always working to improve ourselves so that we can also offer this service in the future and make the return process even easier.

Original condition & responsibility

Since it is very important to us that every customer receives flawless items, we appeal to you to return your items in the same condition you have received them. Hygiene and safety are our top priority, which is why we cannot take back soiled or damaged goods.

Bikini bottoms cannot be returned, if the hygiene seal is broken or lost. Please try on all bikini bottoms over underwear.

In addition, returned items must be in the original bag with all tags still attached. These must not be dirty or damaged either.

Of course you need to try on the items you have ordered. But please be considerate and make sure that you do not soil or damage the CALUA garments. Don't just think about your successor, who, like you, would like to receive flawless goods, but also about the environment. We can no longer resell damaged items and we have to clean and repackage soiled items - if at all possible - at great expense.

To receive a full refund, you should ensure that all items are unworn and in perfect condition. All items will be inspected upon arrival of the return. If we find any faults, we cannot issue a refund and if in doubt, we will have to return the item to you and charge you for delivery.

Fairness

If we increasingly notice that your ordering and return behavior deviates from normal and, for example, you often order an excessive number of items and send them back again, or that you fail to pick up your packages at pick-up stations several times, we reserve the right to block you from further orders, to remove your account or, if applicable, to cancel any additional orders you have placed.

Can I exchange an item?

Unfortunately, we cannot offer regular exchanges. If you want to exchange an item, you can return the item as usual and place a new order.

Received an incorrect or faulty item?

We are so sorry that you received an incorrect or faulty item. Something must have gone wrong during labeling or went unnoticed during packaging. Please contact us at info@calua.shop and we will send you the right item immediately and provide you with a free return label.

How do I start a return?

We’re very sorry that you have to return items from your CALUA order, but of course we understand that.

Here’s our returns portal, where you can easily register a return by entering your order number and your email address. Please note, that you need to insert the same email address that you used when placing your order. You will receive all further information, as well as the return address to which you have to send your return after your return request was accepted. Unfortunately, we are currently unable to offer free returns. However, we are always working to improve ourselves so that we can also offer this service in the future and make the return process even easier.

It may take a few days for us to receive your return at our warehouse. Once it has been delivered, we will do our best to process the return within 14 days and issue a refund to your original payment method.

Please note that any shipping costs incurred must be paid by you despite the return and cannot be refunded.

How does return work with Klarna?

Did you choose Klarna Pay Later and would like to return all or part of your order?

Please report your return not only in our returns portal, but also with Klarna, preferably in the Klarna app. You can easily choose which items you are returning and Klarna will then pause your invoice and payment terms until you have sent your order back to us and we have processed your return.

It may take a few days for us to receive your return at our warehouse. Once it has been delivered, we will do our best to process the return within 14 days and issue a refund to your original payment method. As soon as we have booked your return, you will receive your notification by email. Your invoice amount will then be automatically adjusted by Klarna and you can then simply pay for the items that you actually kept. If you do not keep any items from your order, the entire invoice amount will of course be retained. If you have paid the full invoice in advance, you will receive a refund from Klarna to the account originally used within 10 days. 

Please note that any shipping costs incurred must be paid by you despite the return and cannot be refunded.

Reminders

If you have exceeded the payment deadline for your invoice, Klarna will automatically send you a reminder. In order to avoid reminder fees, we recommend that you settle the invoice as soon as possible. CALUA is not responsible for reminder or late fees.

If you have already returned your order and still receive a reminder, you should first contact Klarna. If the case cannot be resolved, Klarna will then contact us and we will solve the problem together.

* Please note that only you can contact Klarna directly, as we do not receive any information about you or your order from Klarna for data protection reasons.

You can contact Klarna customer service here.

Is it possible to exchange an item?

The returns slip, which you will receive to print out with your return email, will help our returns team to allocate your return. If you don't have a printer or have forgotten the returns slip, we can usually match your package using the address on the package. If you do not receive a refund for a longer period (> 3 weeks), please contact us via info@calua.shop.

What happens if I forget to enclose my returns slip?

The returns slip, which you will receive to print out with your return email, will help our returns team to allocate your return. If you don't have a printer or have forgotten the returns slip, we can usually match your package using the address on the package. If you do not receive a refund for a longer period (> 3 weeks), please contact us via info@calua.shop.

Can I return multiple orders in one package?

Yes, even with pleasure! We want to reduce the environmental impact of shipping and packaging waste as much as possible, so we would be happy if you send your returns back in one package.

How do I combine my returns?

Very simple: Register separate returns for each order in the returns portal. After we have checked and confirmed your request, you will receive an email with the return instructions for each return. This includes returns slips, which you print out, fill in and place in the package. Using the individual returns slips, we can see which parts belong to which order.

I did not receive the email with the return instructions.

No worries! First check your spam folder, the mail may have ended up there. If you cannot find it, please contact us at info@calua.shop and we will send you the mail again.

Do you refund the shipping costs if I send something back?

Shipping costs apply regardless of whether you keep your order or return it. For this reason, we are unfortunately unable to arrange a refund of the shipping costs.

Have you received my return?

You are responsible for the goods until we receive your return at our warehouse. For this reason, we strongly advise you to book a tracking number for the return and to have a proof of delivery issued. This allows you to track your package and make sure it gets to us.

Please note that it can take up to three weeks for your return to reach us and be processed. Once we have inspected the returned items, we will book the return and refund you. We'll send you a confirmation email once your return is complete.

I was refunded the wrong amount.

We sincerely apologize that there was an error with your refund.

Please contact us at info@calua.shop, stating your order number and information about the error, and we will take care of the correction immediately.

When will I get my refund?

It may take a few days for us to receive your return at our warehouse. Once delivery has taken place, we will do our best to process the return within 14 days and issue a refund to your original payment method.

Do I have to return the items in the original box?

It is up to you which shipping packaging you use to return your unwanted items. However, we always recommend using the original box for the return in order to reduce emissions during the return process.

Can I keep the holo bag even if I return my order?

The holo bag belongs directly to the bikini and serves to protect it during transport. It is NOT a free gift, but an added value that we give our customers, because we want every customer to enjoy their bikini for as long as possible. If you don't keep at least one bikini-piece of your order, you also have to return the holo bag. If, contrary to our return policy, you keep the holo bag even though you are returning your entire order, we reserve the right to deduct €1 from your refund amount.

My Order

How can I cancel my order?

After completing an order, it is only possible to cancel the order for a very short time. Once your package has been picked in our warehouse, we can no longer cancel the order. If you have changed your mind, or if you have noticed errors in your order or your address, you should contact us immediately at info@calua.shop and we will do our best to implement your request.

I received a faulty item.

We are so sorry that you received a faulty item. Something must have gone unnoticed during packaging or returns processing. Please contact us at info@calua.shop and we will immediately send you a new item and provide you with a free return label for the defective item.

An item from my order is missing.

We are so sorry that one of the items you requested was not delivered. Please contact us at info@calua.shop and we will forward the item to you immediately.

Can I change my order later?

After completing the order, it is only possible to change the order for a very short time. Once your package has been picked in our warehouse, we can no longer change the order. If you have changed your mind, or if you have noticed an error in the order, you should contact us immediately at info@calua.shop and we will do our best to implement your request.

How do I find my order number?

You can find your order number in all emails that you receive from us about the order. It starts with a # character and has 4 digits. Alternatively, you can also view your order number in your customer account. If you do not have an account and have not received our emails, please contact us at info@calua.shop and we will provide you with your order number.

Product

How do I find the perfect size?

Our goal is for you to get perfectly fitting items without having to order and return multiple sizes. For this reason, we try everything we can to implement our cuts as true to size as possible and provide you with a size chart with information on the measurements and fits of the items on every product page.

I am between two sizes, should I choose the smaller or the larger size?

Whether you choose the smaller or larger size primarily depends on which fit you prefer. Almost all of our bikinis are adjustable, so you can definitely wear both sizes. For this reason, you should ask yourself whether you prefer a little more fabric or whether you want to wear your bikini a little more cheeky. Based on that, you can make the decision.

It's similar with loungewear: do you prefer the garments to only be slightly oversized, or do you like a very loose fit?

As you can see, it's more about the fit than the fact that the pieces won't fit you. If you are still unsure, you can send us a message at any time and we will advise you personally.

What sizes does Caro wear?

Caro is 1.72m. She wears XS for loungewear and bikini bottoms. For bikini tops, she chooses size M.

What sizes does Luisa wear?

Luisa is 1.70m. She wears either S or M for all CALUA pieces. In fact, both sizes fit her, so she decides regarding the fit she wants. 

How do I properly care for my items?

First and foremost, you should follow the care and washing instructions found on the care label on the inside of your CALUA pieces.

DO’S

Always wash your CALUA items together with similar colors and never hotter than the temperature that you can find on the care label. In the case of bikinis, the care label is printed on the inside.

If you are unsure, it is better to wash your items at a lower temperature than specified.

To preserve the colors of your bikinis for as long as possible, we also recommend that you rinse them out with some tap water after swimming - but please do not wring them out, as this could change the fit!

Dont's

Never wash your CALUA items hotter than specified on the care label. Never wash dark and light colored items together. Don't use too much detergent and never use bleaching products! Only put items in the dryer that are indicated on the care label as suitable. Do not iron over prints, decorative hems, and embroidery.

With our loungewear you will find another label with a barcode next to the care label, which takes you to an exclusive page about your CALUA product. There you will find more information about caring for your favorite items.

Can you contact me when an item becomes available again?

To receive an email or SMS when the item you want is back in stock, you can sign up for notifications on the product page and allow us to contact you as soon as we have the item back in stock.

Unfortunately, in most cases we cannot predict exactly when and whether the item will be available again.

Can you give me more information about sustainability at CALUA?

Sustainability is one of the most important values ​​at CALUA. We have been trying to work and produce as sustainable as possible since the beginning. We choose our suppliers, fabrics and packaging with great care and, in line with our definition of sustainability, we always choose the most sustainable and highest quality option. You should take a look at our sustainability page. There you will find all information about sustainability at CALUA.

Do you have a size chart?

Our goal is for you to get perfectly fitting items without having to order and return multiple sizes. For this reason, we try everything we can to implement our cuts as true to size as possible and provide you with a size chart with information on the measurements and fits of the items on every product page.

I am between two sizes, should I choose the smaller or the larger size?

Whether you choose the smaller or larger size primarily depends on which fit you prefer. Almost all of our bikinis are adjustable, so you can definitely wear both sizes. For this reason, you should ask yourself whether you prefer a little more fabric or whether you want to wear your bikini a little more cheeky. Based on that, you can make the decision.

It's similar with loungewear: do you prefer the garments to only be slightly oversized, or do you like a very loose fit?

As you can see, it's more about the fit than the fact that the pieces won't fit you. If you are still unsure, you can send us a message at any time and we will advise you personally.

Do the bikini tops have included pads?

Most of our bikini tops come with removable pads. So you can simply wear them, take them out or replace them with your own according to your own preferences. You can find out if the top you like has pads included in the individual product description and in the product details on the product page.

The following tops do NOT include pads: BAE TOP, RAYE TOP. However, we have left openings for pads on the BAE TOP, so that you are welcome to insert some later.

Do your bikini tops give support?

We always create our designs in such a way that they provide the best possible hold. Nevertheless, the cup size and the individual wearing comfort also play an important role.

We can recommend the RAYE TOP especially for large cups, as it provides very good support because of its wide straps with an additional elastic band on the inside.

In addition, the BAE TOP is very popular with girls with larger bust sizes because it conceals a little and still looks super sexy! 

You can find more information about the fit of our bikini tops in the product description on the respective product pages.

Payment

Which payment methods do you offer?

At CALUA you can pay with the following payment methods: 

When completing the order, you can choose which payment method you would like to use.

We take the issue of security and fraud very seriously, which is why your data is treated with the highest level of protection. Credit card holders must go through a number of security measures when paying with their credit card.

Pay with a gift card

Have you received a gift voucher from CALUA? Keep the voucher code safe and redeem it at any time when checking out your order.

When will my credit card be charged?

After you have authorized your credit card during the checkout process, it will be charged immediately. If everything went well, you will then receive an order confirmation from us.

If your credit card is not approved, it will not be charged accordingly. We will send you an email regarding this and inform you that the payment was not approved.

I canceled my order. When will I get my money back?

The duration of the refund depends on the payment method you have chosen.

Credit or Debit card

If you paid for your order with a credit or debit card, the respective amount will be reserved for us to be debited by your payment service provider and may therefore appear as "pending" or "reserved" on your account.

PayPal

If you have chosen PayPal as a payment method, the order amount will be reserved until the payment is authorized. Accordingly, it may be that the payment is displayed as "pending" in your PayPal account.

If you cancel the order, the reserved amount will be made available again. This can sometimes take up to 10 working days. Unfortunately, we can neither influence nor accelerate this process.

If the amount is not available again after 10 working days, please contact us at info@calua.shop and we will take care of your matter immediately.

Klarna or AfterPay

If you have chosen the Klarna Pay Later method, you will only be charged once your order has left our warehouse. If you cancel your order shortly after the order time, the order will not be booked at Klarna at all. If is already done so, you will receive an updated invoice from Klarna within 24 hours of canceling your order.

Gift Card

If you paid for your order with a gift voucher, the amount debited will be credited back to your voucher account within 72 hours of cancellation.

How does Klarna Pay Later work?

Yay! With CALUA you can also pay later with Klarna!

Conditions for purchase and pay later

- You must be at least 18 years old to use Klarna as a payment method.

- Your billing address must match the address at which you are registered.

- The maximum amount that you can order via Klarna Pay Later is determined by Klarna with the help of a credit check and may vary. If paying with Klarna does not work, you should try again with a lower order value.

Instructions

That's how it's done:

1) When completing the order, select Klarna as the payment method and enter your data. Don't worry, you can have your order sent to a different delivery address than your billing or registration address.

2) Klarna checks your data and carries out an identity and credit check. This only takes a few seconds and you basically don't notice anything.

3) If Klarna was able to verify your data and your order has been authorized, you will receive an order confirmation by email. Your order will then be forwarded to our warehouse and processed there.

4) As soon as your order has been shipped by us, Klarna will send you an email with your invoice. From this point you have 30 days to pay for your order. You will find all information about this in the email or on the invoice. When paying, please do not forget to state the reason for payment, which is required to allocate your payment.

5) You can keep an eye on the status of your invoice via Klarna portal or the Klarna app. If you return something from your order, we recommend that you also register the returned goods as a return there, so that your invoice is paused and your payment period is extended until we have booked your return and reduced the invoice amount accordingly.

You can find the due date of the amount to be paid in the email you receive from Klarna, as well as in the Klarna portaland in the Klarna app.

Invoice errors or problems with the return - Klarna customer service

Klarna is an independent billing company and is not affiliated with CALUA. Please note that we have no influence on your payment with Klarna and unfortunately, even in the event of an error or problem, we are not authorized to contact Klarna on your behalf for data protection reasons. Klarna is not allowed to give us any information about your invoice or payment. We therefore ask you to contact Klarna customer service directly if you have any questions or problems. 

Caution! Late or non-payment of your Klarna invoice can have a negative impact on your creditworthiness.

* Our website contains links to external websites that we want to make easy and simple for our users to access. However, these websites are operated by third parties, which is why CALUA assumes no responsibility for their content.

How can I pay with Klarna Pay now?

With Klarna Pay Now you can easily pay for your order by direct transfer, direct debit or credit card. On the one hand, this has the advantage that your data is not saved and, on the other hand, that you do not have to create an extra account to be able to pay.

Instructions

That's how it's done:

1) Select Klarna Pay Now as the payment method when completing the order. Select your country and then determine the bank where you have your account that you want to use for the payment. You can simply enter BIC, bank code or the name of the bank.

2) When your bank has been found, you are in the login area of ​​the secure payment page. Now you need your online banking data to log in. Your data will of course be sent to your bank in encrypted form. To confirm the payment, you have to enter your TAN. Please note that each TAN can only be used once for security reasons.

3) If Klarna was able to verify your data and your order was authorized, you will receive an order confirmation or a summary of your transfer by email. Your order will then be forwarded to our warehouse and processed there.

Difficulties shopping with Klarna.

Do you have problems with the processing with Klarna? Please note the following points.

Conditions for purchase on account

• You must be at least 18 years old to use Klarna as a payment method.

• Your billing address must match the address at which you are registered.

• The maximum amount that you can order via Klarna Pay later is determined by Klarna with the help of a credit check and may vary. If paying with Klarna does not work, you should try again with a lower value of goods.

Problems completing the order with Klarna Pay Later

The following things can be decisive for difficulties when shopping with a Klarna Pay Later:

• You have too many or too high outstanding invoices at Klarna.

• Your billing address does not match your registration address.

• Due to the credit check, a payment on account was rejected. In this case, we recommend that you choose a different payment method or reduce your order value.

Invoice errors or problems with the return - Klarna customer service

Klarna is an independent billing company and is not affiliated with CALUA. Please note that we have no influence on your payment with Klarna and unfortunately, even in the event of an error or problem, we are not authorized to contact Klarna on your behalf for data protection reasons. Klarna is not allowed to give us any information about your invoice or payment. We therefore ask you to contact Klarna customer service directly if you have any questions or problems.

* Our website contains links to external websites that we want to make easy and simple for our users to access. However, these websites are operated by third parties, which is why CALUA assumes no responsibility for their content.

How do I pay with Apple Pay?

Yay! At CALUA you can also pay with Apple Pay! This payment method is available to you, if the device you are using to place an order is supported by Apple Pay and you have a Visa, MasterCard or American Express card.

Pay with Apple Pay by completing your CALUA order as usual and selecting the Apple Pay payment method at checkout. If your device is supported by Apple Pay, the payment method will be displayed automatically. In order to complete the order, you must provide your credit card details.

At the checkout you will finally see your order overview with the following information:

• The card that you linked to Apple Pay and which is therefore charged as payment for the order

• Your delivery and billing address

• Your e-mail address

• Discounts or discount codes

• Your final order value, including VAT and shipping costs

Always check your order overview carefully and avoid errors in the delivery address. You can finally complete your order with Touch ID, Face ID or your code.

After successfully completing your order, you will receive an order confirmation by email.

If you're using Apple Pay on a Mac, you'll only see the payment option in Safari if your Mac is running Mac OS Sierra.

How does PayPal work?

In order to be able to use the PayPal payment method, you must already have a PayPal account and log into it. The corresponding log-in window opens automatically when completing the order if you have selected PayPal as the payment method.

If you do not have a PayPal account yet, you must first open an account on the PayPal website. This process only takes a few minutes and is of course free of charge.

What are the advantages of PayPal?

• You can pay quickly and easily on most websites without having to enter your account details.

• You don't have to enter your data with every order, as PayPal automatically links them and you save yourself the trouble of entering them.

• You only need your email address and your PayPal password to pay with PayPal.

Do you offer gift vouchers?

Yes babe! We offer gift vouchers for every budget, which you can buy simply and easily and then receive as a digital gift card with a voucher code.

Here you can find our vouchers.

We are sure that a digital gift card is a great idea to make your loved ones happy.

Choose an amount that fits your budget and your soon-to-be CALUA angel can use the digital gift card to shop in our shop at any time and from any place. Our gift cards never expire and since we offer worldwide shipping, the recipient of the gift card can even redeem it from the other side of the world.

You will receive your digital gift card with further information in an email we send you after you have submitted your order.

Is there a student discount?

Unfortunately there is currently no student discount at CALUA. However, we are constantly working to improve and grow, so hopefully we will be able to offer student discounts in the future.

Can I view prices in my local currency?

Of course! You can view prices in many different currencies. All you have to do is click on the EUR € symbol in the menu bar at the top right and then select the currency you want.

How do I get an invoice for my order?

In your order confirmation you will receive a link under which you can access the invoice for your order.

Technical

How do I create an account?

Would you like to create an account at CALUA? No problem.

Go on our website and select “Account” from the top right menu. You will then be directed to the login area and can click on the "Register" field below. Once you've entered your first and last name, email address, and set a password, you're pretty much done.

You will shortly receive an email at the email address you provided and be asked to activate your account. When you have done that, your account is ready and you can now order more easily and quickly and view your orders at any time. You also have the option of changing your address yourself easily, or adding more addresses.

What can I do if I do not receive any emails from CALUA?

If you place an order or create an account, you will receive emails from us about your orders after your approval. Even if you sign up for our CALUA Angel Club (newsletter), we will send you regular emails with news, sales and inspo to your email address. Please note, that you’ll first receive an email after your registration, in which you must agree to receive CALUA emails.

If you do not receive emails from us, this may be due to the following reasons:

• The emails end up in your spam folder. First, see if you can find them there.

• You have not agreed to receive emails and we are therefore not allowed to send you emails. Check your inbox for the email asking you to opt-in to receiving our emails and click the link included. You should be receiving ours by now.

• Check your email address. Log into your CALUA account and make sure you have entered the correct email address. If you make a mistake, you can change your email address at any time, or register again with your correct email address.

If you still have problems receiving our emails after this, please contact us at info@calua.shop and we will take care of your matter immediately.

How can I change the language and currency on your website?

You can currently choose between German and English and view the prices in numerous different currencies. All you have to do is select the language and currency you want from the menu bar at the top right.

Do I have to register to be able to shop at CALUA?

No, you do not have to. You can also easily order as a guest. However, we would still recommend to create an account so that you do not have to re-enter your details every time you shop with us. You also have access to your details and orders at any time, which makes shopping with us even more relaxed.

How can I register for the newsletter?

We are glad that you want to come to our Angel Club! To register, you can either agree to our email marketing when placing an order, or simply register for the newsletter on our homepage. For this purpose, when you go to our website, a pop-up opens where you can enter your email address. Alternatively, you will also find an extra area at the bottom right of the home page, where you can also register.

Please note that you must agree to receive CALUA emails after registration. You will receive an email from us asking you to confirm your registration.

How can I be notified of the availability of a specific item?

The item you want is currently sold out and you would like to be notified when it is available again? No problem! Simply go to the respective product page, choose your desired size and click on the "Notify when available" field. We will then send you an email or SMS when the item is back in stock.

I can't register my return in the returns portal.

Would you like to return something from your order? In our returns portal you can easily select the items you want to return and track the status of your return at any time. If you are unable to log into the returns portal, this may be due to the following reasons:

• You entered an incorrect order number. Check your order number by checking one of the emails we sent you about your order. The order number starts with # followed by 4 digits.

• Your email address is incorrect. In order to be able to find your order, you must use the email address that you used when ordering. This is also the email address under which you received the emails about your order.

• The return period for your order has expired. Please note, that we can only accept returns up to 14 days after the receipt of the package. If this period has been exceeded, you can unfortunately no longer register your return in the returns portal.

If the registration of your return does not work properly, if you suspect an error in your email address, or if you cannot find your order number anywhere, please contact us at info@calua.shop and we will take care of your matter immediately.

I can't log into my CALUA account.

In order to view your orders and contact information, you need to log in with your CALUA account. If the login does not work, it can be due to the following things:

• You used the wrong email address. Make sure you use the same email address that you used when registering.

• Your password is wrong. If you don't remember your password, you can simply click on "Forgot your password?", enter your email address afterwards and we will immediately send you an email to reset your password.

• If necessary, you should deactivate the "block cookies" function in your browser settings.

• Make sure Javascript is enabled in your browser settings.

• No content blockers must be installed.

If the suggested solutions do not help and the problem persists, please contact us at info@calua.shop and we will take care of your matter immediately.

I no longer wish to receive the CALUA newsletter.

Too bad you want to go babe! If you no longer wish to receive our newsletter, you can easily unsubscribe. To do this, click on “Unsubscribe” at the top or bottom of a newsletter and we will remove you from our contact list.

If the unsubscription did not work properly and unwanted emails from us continue to land in your inbox, please contact us at info@calua.shop and we will take care of your matter immediately.

How do I reach the CALUA customer service?

We do our best to offer you the best shopping experience at CALUA. Nevertheless, questions can of course arise from time to time, which is why we have designed the help area in great detail. Of course we hope that you can find an answer to your question here.

If this is not the case, you can for sure leave us a message at any time on Instagram or under "Contact us" at the bottom left of the start page. Alternatively, our customer service is of course also available to you at any time at info@calua.shop. Please note that we can normally only be reached from Monday to Friday. Of course, we try to process all requests as quickly as possible, within 24 hours. However, in individual cases it can also happen that our response time is longer than usual. We ask for your understanding in this respect and are happy to help out via Instagram at any time in urgent matters.

Others

Do you offer cooperations?

First of all, we would like to thank you for your interest in promoting our products. We are very flattered and glad that you like our stuff so much.

We receive numerous messages on this topic every day, which is why it is unfortunately not possible for us to respond to every one of them.

We currently do not offer any real cooperations. However, we are always happy when we see great pictures with our products on Instagram and occasionally choose a few girls to receive additional items from us. So if you would like to have a "cooperation" with us, tag us @caluaofficial in your photos in which you are wearing CALUA and we will contact you maybe.

Can I model for CALUA?

Many thanks for your interest in being our model. So far we have not worked with professional models and have mostly only shooted with friends or girls who live in our area. Nevertheless, we are always on the lookout for new faces and occasionally start calls on Instagram where we are looking for models.

However, we also keep a small internal model file with girls who could be a great match for us. Most of these come to our attention because they tag to us on their posts wearing our pieces. So if you would like to increase the probability that we will choose you as a model, we would be very happy to see one or the other CALUA post from you.

Most of our shootings take place in Mannheim and the surrounding area, which is why we prefer models who come from this region. Our shootings are often at very short notice and we want to retain a certain degree of flexibility, which is why the location of the models plays a significant role for us.

Since we have such a high demand and we constantly receive a lot of messages on this topic, we may only contact you if you are actually selected as a model. We always try to answer all messages, but unfortunately cannot always guarantee this due to the volume of messages.

Do you have job offers?

Thank you for your interest in working with us, we are very pleased! If we have job offers, you will find them in a separate area at the bottom of the shop under "Jobs". If this menu item is not visible, we do not have any jobs available at this time.

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