CUSTOMER CARE
Returns & Refunds
We are very sorry that you are not satisfied with your CALUA product. Please follow the instructions below to initiate a return.
RETURN CONDITIONS
We accept returns within 14 days of receiving your order.
Please note that you are responsible for the costs of return in case you're not from Germany (find below further information about returns within Germany), and that the products have to be in perfect condition, unworn, with tags still attached and in the original bag. If you don't keep at least one product, the holographic bag also has to be send back. If you keep the CALUA bag contrary to our return policy and send everything else back, we reserve the right to deduct 3€ from your refund amount.
For hygienic reasons, you can’t return swimwear bottoms, if the hygienic sticker is damaged or lost. Please try on all swimwear over underwear. If the returned products are NOT in perfect condition, and have any signs of wear such as stains, odor etc. your item can’t be refunded and will be send back to you.
INSTRUCTIONS
Please use our Return Center to submit your return. As soon as we have checked and accepted your request, you'll receive an email with the essential return instructions and a returns form to download.
If there’s a mistake with your order, please contact our support team via info@calua.shop and they will identify the problem and send you a free post return label.
REFUNDS
Please note, that it can take up to 30 days to process your return. Refunds can take up to 14 days from the day you receive the refund notification. This duration is based on external services and cannot be influenced by us. We will refund with the same payment method you used on your purchase.
EXCHANGES
We're now able to offer exchanges to another size in case the item originally ordered doesn't fit you. In this case, we'll provide you with a free return label and send you the new size you chose after we received your return. Please be aware that we only offer one (1) free exchange per order.
REFUND TO GIFT CARD
Choose refund to gift card & get a free return label.
REFUND TO ORIGINAL PAYMENT METHOD
You are responsible for the costs of the return and can choose wheter you create a label yourself, or if we should send you a label and deduct the costs from your refund amount.
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 receiving 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 after your return request was accepted.
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. 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?
For german orders it's possible to exchange to another size one (1) time per order. If you're from another country and 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.
Good news for our angels from Germany: We do now offer exchanges to another size for free! Please be aware that we only offer one (1) free exchange per order.
We cannot offer exchanges for other countries yet. If you want to exchange an item, you can return the item via our returns portal and place a new order.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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 €3 from your refund amount.