Help & Support

Do you have questions about an order or buying at www.calida.com?

The help section below provides quick and simple answers to your key questions. But it’s not a problem if your question isn’t answered. We’re happy to help by phone or e-mail.

Call our hotline from Monday to Friday between 8 am and 6 pm.

Free hotline: 0800 2254321
International (standard tariff): +49 8036 94394-10

E-Mail: service@calida.com

A. Ordering

1. Are the items shown in the shop available?
Generally the items seen in the shop are available. But it can happen that specific colours or sizes are sold out. As soon as you click on the colour or size on the product page, availability is displayed.

  • At warehouse, delivery time for Germany 1 – 2 day = the item is in stock and can be dispatched immediately.

  • Delivery time for Germany 4 – 5 days = the item has been dispatched from the warehouse in Switzerland and will be sent to you as soon as it arrives.

  • No longer available = the item is sold out. It is no longer possible to place an order.

2. Is there a minimum amount per order?
No! You don’t need to worry about a minimum amount when placing an order a www.calida.com.

3. How can I check the status of my order?
Any change in your order status is communicated automatically by e-mail. We gladly provide further information personally or you can go to “My Account” on our website. However, you have to be registered as a customer to access the latter option.

4. Can I change my order retrospectively?
Once your order has been finalised and sent to us, you cannot change it personally. But we’ll gladly change your order if you give us a call or send us an e-mail, provided the order has not yet been dispatched.

B. Payment

1. How can I make payment at www.calida.com?
Our payment options have been selected with great care. Making payments should be as pleasant and uncomplicated as possible. This is why www.calida.com offers you the following payment methods:

  • Direct debit

  • Credit card

  • Paypal

  • Prepayment

  • Amazon Payments

  • Purchase on account

  • Direct payment via Sofort

The payment of the purchase price is made by means of the above mentioned payment methods, which the customer selects during the ordering process. The payment period depends on the selected payment method. We offer some payment methods in cooperation with service providers and assign our purchase price claim to them.

2. What must I consider when paying by direct debit?
Direct debit payments are only available to customers with a German bank account and a billing address in Germany. Your account is only debited once the goods have left our warehouse.

When paying via SEPA direct debit mandate, the purchaser transfers his or her bank account data to us, thus authorising us to debit the invoice amount from the stated bank account. With this method, the purchaser must bear any costs incurred as the result of reversing a payment transaction because the account contains insufficient funds or account information was incorrectly entered.

3. Which credit cards are accepted?
We accept the following credit cards: Visa, Mastercard, American Express.

The security of your data is very important to us and your bank. We therefore ask you to note that there may be a new, secure authentication step when you purchase goods by credit card. For example, you can register with your bank to use the TAN system. Your contact person at your bank will doubtless be happy to answer any questions you may have. So that you do not have to perform this procedure every time you shop with us, you can also simply have us white-listed as a merchant with your bank. In that way, you can shop as usual with us without the need for a renewed security check.

4. When will my credit card be charged?
When paying via credit card, the purchase price will be reserved against the stated credit card account at the time the order is placed (authorisation). The credit card account will be charged at the time the goods are shipped. Consumers who have their habitual residence in the Netherlands will have only 50% of the purchase price reserved against the stated credit card account when they place their orders.

5. What must I consider when using the payment options purchase on account or direct payment with Sofort?
We offer the following payment options in conjunction with Klarna Bank AB (publ), Sveavägen 46, 111 34 Stockholm, Sweden. The payment in question is made to Klarna:

• Invoice (purchase on account): The payment due date is14 days from the day when the goods are shipped. The complete invoicing terms and conditions in the countries in which this payment option is available can be found here: Germany

• Direct payment via Sofort Available in Germany. Your account is debited as soon as you have placed your order.

The use of the payment options purchase on account, instalment purchase and direct debit is based on a positive credit check. As part of initiating the purchase process and the processing of the purchase contract, we therefore send your data to Klarna so that it may check the address and the purchaser’s credit. Please understand that we can offer you only the payment options that are permitted based on the results of the credit check. You can find more information and Klarna’s Service Terms here. You can obtain general information on Klarna here. Your personal data is used by Klarna in conformity with the applicable data protection provisions and according to the statements in Klarna’s Privacy Policy.

Different shipping address
Klarna payment options are only available when the person and country in the billing and shipping address are identical.

6. How does direct payment via Sofort work at KLARNA?

KLARNA is a company that has been certified by TÜV and Trusted Shops and guarantees a secure payment process. If you wish to pay via Sofort, you will only need your online banking data (PIN/TAN – and possibly additional information, depending on your online banking system). The system does the rest. KLARNA is not only free of charge for you as the purchaser, but also comes with a number of advantages: Once you have placed your order, you can transfer the amount without having to switch to your bank’s website and without entering data relating to your purchase. You are simply forwarded by KLARNA to a secure payment site. We receive confirmation as soon as the transfer has gone through and can dispatch your order immediately (depending on availability).

7. How does purchase on account with KLARNA work?

If you decide to purchase goods on account, the entire ordering process is handled by our partner KLARNA. KLARNA is a company that has been certified by TÜV and Trusted Shops and guarantees a secure payment process. Your personal data is handled in compliance with the very highest data protection standards. Purchase on account enables you to pay 14 days after you receive the goods by transferring the payment for them to KLARNA. As soon as you have placed your order, you receive an overview of your order and, when it is shipped, a detailed invoice. Please transfer the stated amount exclusively with the bank details specified by KLARNA. KLARNA’s customer service team will doubtless be happy to answer any questions you may have about your payment.

8. How does PayPal work?
What is PayPal?

PayPal is a simple, secure, fast online payment service – and it’s free. Your bank or credit card details are stored exclusively with PayPal. This means that these details are not sent across the internet every time you make an online purchase. You pay with two clicks. Because you access your bank or credit card details stored at PayPal instead of having to enter the data again with every purchase. PayPal payments are fast. This way the vendor can dispatch the goods immediately and you receive the goods sooner. When paying via PayPal, the purchase price will be debited from the PayPal account specified at the time of the order.

You already have a PayPal account?
You are transferred to a PayPal page during payment. Once the payment has gone through, you click the button which takes you back to our site – that’s it.

You don’t have a PayPal account?
To make sure everything runs smoothly, we recommend setting up a free PayPal account before making a purchase.
To do so, go to: www.paypal.de

WHow does payment with PayPal work?
When paying via PayPal, the purchase price is debited from the stated PayPal account at the time the order is placed.

What is PayPal Express?

PayPal Express shortens the ordering process. By clicking on the “Express Purchase with PayPal” button in the basket, you will automatically land on the PayPal website. Here you log into your PayPal account and confirm the delivery address and payment method with just one click. No need to enter bank details or the delivery address again, because these are stored at PayPal. All you still have to do is click on “order” to confirm the purchase. The usual PayPal security conditions apply to the Express option.

9. How does prepayment work?
You get a 2% discount on the amount due when you use the prepayment option. This discount is deducted from the price of the item after the 4th step (select payment method). As soon as you have sent your order, you will receive an order confirmation from us in which we inform you of the amount to be transferred and our bank details. The invoice amount is to be transferred to our account within 10 days after receipt of the order confirmation. As soon as we register your payment on our account, the goods already reserved for you will be shipped.

10. How does Amazon Payments work?

With Amazon Payments you can use the customer data stored at Amazon.de for your online purchase with us without having to disclose your payment data, at no extra cost.

If you already have an Amazon.de account, you can pay right away with the payment method registered there – either by direct debit or credit card. Click on the “Pay with Amazon” button and log into your Amazon account. Select the delivery address and payment method and place your order. Your bank account or credit card is only debited on confirmation that your order has been delivered to your delivery address.

Amazon Payments does not disclose the payment data in your Amazon.de account to us and you don’t have to enter this data when placing an order. Additionally, Amazon Payments offers the same reliable payment and security guarantee as Amazon.de.

You will find further information at payments.amazon.de

11. What must I consider as the purchaser?
Our purchasers are required to keep the payment information stored with their accounts up to date.
We reserve the right to make the offer of payment methods dependent on the result of a credit assessment.

C. Shipping

1. Which countries does calida.com deliver to?
www.calida.com delivers to all countries around the world.

2. How much does shipping cost?
All prices include sales tax and where applicable, exclude shipping costs.

DHL standard
We ship your order with DHL. Delivery to addresses in Switzerland is handled by Swiss Post.

Shipping costs
Delivery to addresses in the following countries is free of charge regardless of the size of the order.

€0 shipping costs for deliveries to
Austria Belgium Bulgaria Croatia Cyprus Czechia
Denmark Estonia Finland France Germany Great Britain
Greece Hungary Ireland Italy Latvia Liechtenstein
Lithuania Luxembourg Malta Poland Portugal Romania
Slovakia Slovenia Spain Sweden Switzerland The Netherlands

Shipping to all other countries is €19.90 for purchases of up to €120, and free of charge for all purchases of more than €120. This applies to the following countries:

Free shipping for purchases of at least €120, €19.90 for purchases of up to €120
Australia Brasilia Canada India Israel Japan Monaco
Montenegro New Zealand Norway Qatar Rest of world Russia San Marino
Singapore South Africa Thailand Turkey United Arab Emirates United States

Customs-clearance costs that may arise are included in the shipping costs. Additional costs such as customs duties and import taxes may arise. These are determined by Customs and are paid on receipt by the recipient.


NATIONAL EXPRESS SHIPMENT

On request we dispatch your order to a delivery address in Germany by DHL Express at a cost of €9.90. If you select DHL Express and your order is placed before 2 pm, your package will be delivered by 12 noon the following working day. If your Express order is placed after 2 pm, the delivery takes one additional working day. If you place your order between Thursday 2 pm and Friday 2 pm, you can select the Saturday delivery option (Price: €19.90)

Shipping method Time order is placed Delivery day Price
DHL Express Order placed Monday to Thursday
Before 2 pm
The next working day
before 12 noon
€9,90*
DHL Express Order placed Friday before 2 pm Monday before 12 noon €9,90*
DHL Express Order placed between Friday
2 pm and Monday 2 pm
Tuesday before 12 noon €9,90*
Saturday delivery Order placed between Thursday
2 pm and Friday 2 pm
Saturday before 12 noon €19,90*

National express or Saturday delivery is only available to

  • delivery addresses in Germany

  • for items that are “at warehouse - delivery time for Germany 1-2 days”

  • for the following payment methods: Paypal, credit card, direct debit, direct payment with Sofort


National express or Saturday delivery is not available

  • for items not in stock where the status is not “at warehouse”

  • for the following payment methods: Prepayment, Amazon Payments

  • for deliveries to packing stations


Shipping costs amounting to €9.90/€19.90 are not reimbursed for returns. If the package cannot be delivered the first time round, DHL Express leaves a message in your letter box and you can request a second attempt.

3. What must be taken into account for deliveries outside the EU?
The prices specified include 19% German sales tax. This does not apply to countries outside the EU. The relevant amount is automatically deducted from the amount on your invoice. Please note that the country-specific sales tax must be paid to the person delivering the package.

4. Who delivers the package?
Our experienced logistics partner DHL provides fast and reliable delivery services in Germany and across the world.

5. Can I have my package delivered to a DHL Packstation?
Our shipping partner, DHL, offers you the convenient option of picking up your package at a Packstation or in a post office branch.

You simply have to register at a DHL Packstation or pakete.de once. You will then receive an individual postal number that you can use to have your packages delivered to any Packstation or post office branch in Germany.

You will find more information at:
> Packstations
> Post office branches

6. How long will it take to deliver my order?
Delivery time depends on the availability of the item you ordered:

  • At warehouse, Delivery time for Germany 1 – 2 days = the item is in stock and can be dispatched immediately. Your order will be delivered within 1 – 2 days

  • Delivery time for Germany 4 – 5 days = the item has been dispatched from the warehouse in Switzerland and will be sent to you as soon as it arrives. Your order will be delivered within 4 – 5 days

As soon as your package leaves our warehouse you receive confirmation by e-mail. On rare occasions delivery times may be delayed due to bottlenecks at the manufacturer. In this case you will be kept up to date on the status of your delivery.

Deliveries Monday through Saturday

Our logistics partner, DHL, also makes deliveries on Saturdays. Please note: DHL currently does not deliver on Sundays.

If you are not at home when a delivery is made, the package delivery driver will try to leave it with a neighbour or will take it to the nearest post office. You will find a failed delivery note in your mailbox if this occurs.

Please remember that you may not receive this notification until the next working day if the package delivery driver was unable to access your mailbox. The failed delivery note will inform you about the post office branch where your package is stored. You may pick up the package within a period of seven workdays at this branch by presenting the failed delivery note and your identification card.

7. What happens if I’m not at home when the package is delivered?
If the first delivery attempt fails, the DHL driver leaves a card with a telephone number you can call to arrange to collect the package or the delivery.
Tip: If it is difficult to reach you at home, state an alternative delivery address with your order – e.g. Packstation, work address, friends, relatives.

8. Parcel tracking

www.calida.com will generally ship your package within 24 hours of order placement. After your parcel has been dispatched, you will receive an order confirmation containing the DHL shipment number.

If you have a customer account at www.calida.com, you will also find your DHL shipment number at "My Account".

You can use this number to track the status of your order at DHL.

>TO PARCEL TRACKING

9. RePack

Delivery with RePack – here’s how it works
Select delivery with RePack in your basket and you will receive your order in a sustainable packaging, which can be reused up to 20 times. Simply tick the box at “Make your order sustainable with RePack”. The regular package will then be replaced by RePack.

You wish to return one of the items ordered?
Simply use the RePack package for your return. Please ensure that only the shop’s return label is visible.

You wish to return the empty RePack package?
Remove all invoices and products from the package. Fold the package so that the RePack return label is visible. You do not have to use or attach the shop’s return label. Simply drop the RePack package into a mailbox. No postage is required.

More information at www.originalrepack.com

D. Returns / Exchange

Can I return the goods if I am not satisfied?
www.calida.com grants you a voluntary right of return of 100 days from receipt of the goods, without prejudice to your statutory right of revocation. This means that you can also withdraw from the contract after the 14-day cancellation period has expired by returning the goods to us within 100 days of receipt. We cover the costs for the return.

A prolonged return option is limited to goods that have only been tried on and are returned to us complete, undamaged and in the original packaging. The voluntary right of return does not apply to voucher purchases.

If you want to exchange an item for a different size or colour, please order the desired size or colour here at the shop and send the items you wish to exchange back to us. That way we can send you the item you want as quickly as possible.

E. Prices

1. Are the prices in the online shop the same as those in retail stores?
Our prices are the sales prices recommended by the manufacturer. These prices also apply to retail stores. Exceptions are sale items available at a reduced price. The specified sales prices always include sales tax. These do not apply to delivery addresses outside the EU.

Do I get a discount if I order over a certain amount?
Please understand that we are unable to grant discounts. However, we do offer numerous additional benefits such as free shipping and returns plus the 100-day prolonged right of return.

F. Quality

Does the quality of the goods offered in the online shop differ from the quality of goods sold in retail stores?
The products offered at www.calida.com are identical to those sold in retail stores. The goods are new goods, free of defects, that we procure directly from the manufacturer.

G. Security

1. Is my personal data protected at www.calida.com?
We are aware that conscientious handling of your personal data is important to you. We take our customers’ trust very seriously. That’s why we strictly adhere to the legal regulations stipulated in the Federal Data Protection Act and the Telemedia Act. Data relating to your order, your person and information about your payment is handled confidentially and is protected by technical security systems.

2. Will I receive advertising emails if I enter my e-mail address?
We need your e-mail address to communicate information on the status of your order quickly and easily. You will not receive any advertising unless you have specifically agreed to receiving our newsletter.

You can find out more about security at www.calida.com >here