Help & Support

You have questions regarding your order or purchase at CALIDA?

In the following help section you will receive quick and easy answers to your most important questions. Should you be unable to find the answers to your problem, do not worry. We are happy to help you by phone or e-mail.

Our hotline is open from Monday to Friday from 9 AM until 5 PM CET.

International hotline (tariff depending on country/provider): +49 8062 72133-10

E-Mail: [email protected]

A. About the CALIDA online shop

1. Why are some familiar functions missing in the online shop?

We recently modernized our online shop to offer an even more convenient and simpler shopping experience. Due to this some familiar functions are temporarily unavailable. No need to worry, though – we are working on making them available again one by one. Thank you for your patience and understanding.

2. Why can’t I find all my previous orders in my account?

For technical reasons, orders from before 1 September 2024 could not be transferred to your account. Until the order history is available again you can check your emails where you will find the order confirmations of your previous orders.

3. Do I need an account to place an order?

No, an account is not necessary. You can place an order as a guest – you do not need to register an account with us. To fulfill the order, we only need your personal data, a delivery address, and a billing address.

4. What are the advantages of an account?

Having a personal account offers many useful advantages and simplifies future purchases:

• Fast ordering process – all your data is already in our system

• Managing your personal data, payment methods, and delivery addresses more efficiently

• Overview of all your orders

Here you can create a new account: create account

B. Order

1. Are the items in the shop available?

Usually yes – all items that are online in our shop are available to order. It can happen that some colors or sizes are sold out.

Here is how you can see the availability at a glance:

• Available items can be selected and placed into your basket – they are available for delivery.

• No longer available items are crossed out and cannot be selected. These variants are currently not available.

• Temporarily sold-out sizes you can recognize by a little envelope symbol. For those articles you can sign up to be notified by e-mail once they are back in stock. (As of June 2025)

2. Is there a minimum order value?
No – for your order on www.calida.com there is no minimum order value.

Good to know: At a certain order value we cover shipping costs for you. You can find more information here.

3. How do I know the current state of my order?
You will be updated automatically by e-mail about any news of your order. You can find additional information by visiting “My Account” on our website – for this you must be a registered customer. You can also contact us personally.

4. How can I amend my order?
After submitting your order, you can no longer make amendments yourself. So long as your order is not being processed, you can contact us by phone or e-mail to request an amendment and we are happy to do so.

5. Where can I add my discount voucher?
You can add your voucher to your order in your basket in the designated area. The discount is applied when you click the arrow, and the total amount will be deducted accordingly.

Please note:

• Only one voucher can be used per order.

• The voucher is only valid for goods that are not returned.

• Discount vouchers can be tied to certain conditions, i.e. a minimum order value or validity only for selected items.

• Some vouchers are added to your basket automatically – adding them manually is not necessary in this case.

C. Payment

1. How can I pay for my CALIDA order?

We currently offer these payment methods:

• Credit Card

• Purchase on account with Klarna

• PayPal

• Apple Pay

• Google Pay

• Twint

The available payment methods can vary by country.

2. Which credit cards are accepted?
We accept the following cards: VISA, Mastercard, American Express, and Carte Blanche.
We take the security of your data very seriously. For this reason, we encrypt all customer data – including your credit card number – before it is transferred by internet. You can find additional information about the protection of your payment data here.

3. When is my credit card charged?
When you use your credit card to complete an order, we first reserve the purchase price on your credit card account. The actual charge is made once your order has been dispatched.

4. How does purchase on account with Klarna work?
When you select purchase on account with Klarna, you have a period of 30 days after the date of invoice to pay. You will receive the invoice from Klarna by e-mail on the day of dispatch. You can find your current and past invoices at any time at www.klarna.com or in the Klarna app. You can find more information at www.klarna.com.

5. How does paying by PayPal work?
PayPal is an online payment system with which you can pay safely, easily and fast. Your bank or credit card information is only saved in PayPal’s system so that they do not get transferred through the internet every time – this makes payment by PayPal especially secure.

You need a PayPal account to use PayPal for payments. At the end of the ordering process, you will be forwarded to PayPal automatically. You can log in with your PayPal account details and confirm the payment with just a few clicks.

As soon as your payment is complete, you will immediately receive confirmation from PayPal – this way we can dispatch your order particularly quickly.

More information you can find at www.paypal.de.

6. How does paying by Apple Pay work?
Paying for your order by Apple Pay is safe, easy, and contactless – it works directly with your Apple devices.
Only an Apple account as well as a saved card in your Apple Wallet is required.

Select Apple Pay in the ordering process and confirm the payment i.e. by Face ID, Touch ID, or Code - depending on your device.
Your payment data remains secure and as the payment is confirmed in real time, we can dispatch your order especially quickly.

More information you can find at www.apple.com/apple-pay

7. How does paying by Google Pay work?
Paying with Google Pay is quick and secure – no need to enter your payment data.
You only need a Google account as well as a credit or debit card saved in your Google Pay app.

When choosing Google Pay while ordering, you will be forwarded to Google’s usual payment page. Here you can conveniently confirm the payment with your mobile device – i.e. by fingerprint or Face ID.
As payment is confirmed in real time, we can dispatch your order particularly quickly.

You can find more information at pay.google.com.

8. How does paying by TWINT work?
With TWINT you can pay for your order in Switzerland quick, easy, and secure by smartphone.
To use TWINT a Swiss bank account as well as the installed TWINT app is required.

Select TWINT while ordering, scan the displayed QR code with your TWINT app or confirm the payment in the app directly – depending on whether you are shopping on desktop or mobile.
Payment is transferred in real time, which is why your order can be processed particularly quickly.

TWINT is only available to customers within Switzerland.
You can find more information at www.twint.ch.

D. Shipping

1. To which countries does CALIDA ship and what are the shipping costs?

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.

2. What is to be noted about deliveries in EU countries, Switzerland, and Liechtenstein?
The indicated prices contain VAT.

3. What is to be noted about deliveries to non EU countries?
For deliveries outside of the EU, Switzerland, and Liechtenstein the price excludes VAT. Please note that upon delivery the postal worker will collect your VAT. Additionally, there may be customs and import fees. These are determined by customs and collected by the deliverer when the parcel is handed over.

4. Who delivers the package?
Within Germany, our experienced shipping partner DHL delivers your parcel quickly and reliably.

Shipping to your delivery address in Switzerland is made by Swiss Post.

International parcels are shipped by PARCEL ONE. Delivery is made by your local post.

Shipping to Australia, USA, Canada, and New Zealand is made by UPS-Express.

5. How long will it take to deliver my order?
We dispatch your order from Monday to Friday, excluding public holidays. You can find the estimated delivery time for each destination country here:

You will receive a dispatch notification by e-mail as soon as the parcel leaves our warehouse. In rare cases the delivery time will be longer. In this case we will inform you about the state of your order.

6. How do I track my parcel?
Generally, we dispatch your order within 24 hours. Upon dispatching, you will receive a shipping notification with your tracking number.

With this tracking number you can track your parcel:

Delivery within Germany >DHL tracking

Delivery within Switzerland >Swiss Post tracking

International deliveries >PARCEL ONE tracking or >UPS Express tracking

E. Return / Exchange

1. Can I return items if I am not happy with them?

Yes, of course! If you are not happy with your order you can return it free of charge within 30 days – it does not matter whether you want to return the entire order or just single items.

The only requirements are that the goods were only tried on, they are in perfect condition, and are returned in their original packaging.

You wish to exchange an item for a different size or color? Please order the desired goods here at calida.com and return the unwanted item as described above. This way you will receive your items especially quickly.

To return items, please use the return label in your box. If it is not there, we are happy to help you:

• Customers from Germany and the EU: Download your return label here free of charge

• Customers from Switzerland and non EU countries: Please contact our customer service: [email protected]

F. Security

1. Is my personal data protected at www.calida.com?
Our customers’ confidence is close to our heart which is why we strictly adhere to the regulations of the Federal Data Protection Act as well as the Telecommunication Media Act. Your order, personal, and payment data is of course treated as confidentially and is being protected by technical security systems.

More information on security at CALIDA you can find here.