Withdrawal & Exchanges

 

What can I do if the items ordered don’t fit or I don’t like them?

How do I return an item?

What should I do if I want to exchange an item?

How will I be refunded for a returned item?

How long does it take to receive the refund for a returned item?

Can I return or make a complaint about my items at a CALIDA Store or specialty shop?

What happens if the items I return show signs of use?

Who do I contact if I have questions about returns, exchanges or complaints?

 

What can I do if the items ordered don’t fit or I don’t like them?

Should an item not meet your expectations, you can return it to us within 14 days together with the completed model withdrawal form. For Christmas season the following applies: All items ordered between 15 November and 22 December, can exceptionally be returned up to and including January 11.

The amount paid will be refunded. Please notice that you are liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods. For a return, please complete the enclosed form and enter the number of items being returned. Please also indicate the reason for the return so that we can continue to optimise the service for you.

Hint: Maybe you know someone who might like the item or whom the item would fit.

 

How do I return an item?

Customers from Germany:

Please note that for a withdrawal we require your unequivocal statement (e.g. by using the model withdrawal form).

Place the item, in its original condition with all tags still attached, and the original packaging, in a package for sending. Please fill out the reason for returning the item on the return form and include this form in the package.

Use the return label included and affix it to the package. The package can be mailed free of charge from your local post office. The package must be addressed to:

Handelsvertretung CDH Dieter Berndt
CALIDA Online Shop Rücksendungen
Strasse der Einheit 63
D-14547 Beelitz

Customers from Switzerland/Liechtenstein:

Place the item, in its original condition with all tags still attached, and the original packaging, in a package for sending. Fill out the reason for returning the item on the return form and include this form in the package.

Use the return label included and affix it to the package. The sender must pay the postage and address the package to:

CALIDA AG
Online Shop Rücksendungen
Industrie Münigen
CH - 6210 Sursee

Benefit from the parcel pick-up service "Pick@home": more information under "Advice & Service" - "Pick@Home".

Customers from Austria/Belgium/France/Italy/Holland/Luxembourg:

Please note that for a withdrawal we require your unequivocal statement (e.g. by using the model withdrawal form).

Place the item, in its original condition with all tags still attached, and the original packaging, in a package for sending. Please fill out the reason for returning the item on the return form and include this form in the package.

On our Web site, click "Advice & Service" and then click "My Return Label". Follow the instructions to print a return label. Affix the return label to your package and drop it off at any post office.

Hint: You must use the pre-printed return label in order to return the package to us at no charge.

The package must be addressed to:

Handelsvertretung CDH Dieter Berndt
CALIDA Online Shop Rücksendungen
Strasse der Einheit 63
D-14547 Beelitz

 

What should I do if I want to exchange an item?

If you want to exchange an item, simply use the return label to send it to the following address within 14 days of receipt.

Please indicate which item is being exchanged and the desired replacement on the return label. An exchange can be made only for the same item in a different colour/size. 

To ship the item, please follow the instructions in the question " How do I return an item?"

Please note: for returns, you will receive a new invoice via e-mail with the adjusted payment amount from our partner Billpay. The payment period will remain unchanged. Please do not adjust the payment amount yourself. If you exchange the goods and therefore the amount remains the same, you will not receive a new invoice. If you return all of the items ordered, the invoice can be considered cancelled. 


How will I be refunded for a returned item?

You will be refunded the value of the returned item. The refund will be issued using the payment method you selected for the order. For instance, if you paid by credit card, we will refund the amount to your credit card.  

 

How long does it take to receive the refund for a returned item?

3-5 working days after the returned item has been received. 

 

Can I return or make a complaint about my items at a CALIDA Store or specialty shop?

Items purchased in the CALIDA Online Shop cannot be exchanged in an over-the-counter retail store (CALIDA Store). Similarly, items purchased in a retail store (CALIDA Store) cannot be exchanged in the CALIDA Online Shop.

 

What happens if the items I return show signs of use?

If there are obvious signs of use, such as make-up and lipstick, odours, etc., the items are considered to have been used. In this case, we reserve our right to sent the items back to you. Generally, you can return items that have a defect, if you don't like them or they don’t fit, or if you want to exchange them.

We expect all items to be returned in an irreproachable condition.

 

Who do I contact if I have questions about returns, exchanges or complaints?

Please contact the online customer service at: contact@calida.com