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Customer Service

Customer Service
Returns and Refunds

Remember that you have up to 30 days from delivery of the order to you home address or selected store to change your mind and request your return online. For reasons of hygiene and related to the health of the consumer, swimwear and beachwear must be tried on while wearing your own underwear. In addition, tights that have been tried on are non-refundable.

*Items bought in the sale can not be returned in-stores. Please follow the online returns process

For more info, consult our Right of withdrawal, under Article 7 of the General conditions for online sales.



RETURN IN-STORE
  • How can I return items from an online order?

    If you wish to return your online order, you can return it free of charge at one of our stores.
    Stores can not accept returns of sale items, please follow the online returns process for sale items.
    To return in-store, you do not need to fill in the online returns form. You will be refunded through the refund method you chose during the return procedure once your items arrive to our warehouse and your return has been approved. If you placed your order with Klarna or Paypal, you will be refunded to the original payment method. Please kindly note that the store cannot refund you in cash.

  • Can I exchange the items from my order in the store?

    Currently, we do not offer an exchange service for online purchases. However, we are happy to inform you that it is possible to exchange/return items purchased online at any Calzedonia store. You have 30 days from the delivery of your order to return the products to the store of your choice. *Sale items bought online can not be returned to stores; you must follow the online returns process.

RETURN VIA CARRIER
  • How can I return items from an online order?

    You can return your order by following the next steps:

    • 1. FILL OUT THE RETURN FORM
      Log in to your online account or click here to access your order status, select the items you wish to return, and fill out the online return form.

    • 2. PREPARE THE PACKAGE
      Attach the pre-paid return label you received with your order to the package and return the items at the nearest Royal Mail office/drop-off point.

    • 3. REFUND
      Once the warehouse has approved the return, you will receive an e-mail confirming your refund.

  • Where can I find the return label?

    The return label was sent to you with the order, you can find it in the package. In case you didn't receive Return Label in the package, you must first complete the return procedure. You can do that by accessing the "Follow your order/return" section and clicking on the "Return request" button. You will be able to download the label directly from the details of your return after 24 hours. By clicking on the "Download the label" box, the return label will be sent to the email address associated with the order for which the return has been made. No login is necessary.

  • What should I do if I didn't receive/I've lost label that came with my delivery?

    • 1. Go to "Follow your order/return" or to your Calzedonia account.

    • 2. Fill out the return form online and select "Return via carrier".

    • 3. Download and print the label. Attach the label to the return parcel and please save the tracking number from the label until your return is confirmed.

    • 4. You will be refunded via the orginal payment method once your items have arrived to our warehouse and your return has been approved.

  • Do I have to pay to return my order?

    Returns are free of charge for Loyalty members. If you are not a Loyalty member, you can subscribe here and use the benefits provided by the Calzedonia Lover membership. The return fee is £2.95 for non-Loyalty members.

  • When does the 30 day returns policy start?

    The 30 day returns policy starts from the date that you order is delivered to your home address or to the selected store.

  • Can I exchange items bought online?

    Currently, we do not offer an exchange service for online purchases. However, we are happy to inform you that it is possible to exchange/return items purchased online at any Calzedonia store. You have 30 days from the delivery of your order to return the products to the store of your choice. *Sale items bought online can not be returned to stores; you must follow the online returns process.

  • Can I return different orders in a single shipment?

    Please return each order separately with the corresponding return label in order for the refund to be processed correctly.

  • I have already completed the return form online and I would like to change it now. How can I do that?

    Once the online return has been requested, it is not possible to modify it. However, if you have forgotten to include any of the articles or you wish to remove others, you can add/remove them from the package before giving it to the delivery company. In this case, you will have to contact the Customer Service after you receive a refund for the items that were on the return form. Please make sure that all the articles you wish to return are sent back in a single shipment.

  • How and when will I receive a refund for my return?

    The refund will be made as soon as possible, no later than 14 days from the date you've sent the goods to us (provided that we have received the returned items or that you have given us a proof of having sent them to us). Alternatively, after you have delivered the returned products to the store or to a pick-up point. You will be refunded through the refund method you chose during the return procedure once your items arrive to our warehouse and your return has been approved. If you placed your order with Klarna or Paypal, you will be refunded to the original payment method.

  • Will I be refunded the shipping costs when I make a return?

    The initial shipping costs you have paid will only be refunded when you have returned all the items in your order. Therefore, if you return only some of the items you ordered and keep others, the initial shipping costs will not be refunded.

  • How is my refund processed if I paid in installments?

    After your return is approved, you will be refunded for the instalments already charged, while the instalments not yet charged will be canceled. In case of a partial return, the refund amount will be deducted from the remaining instalments and you will be refunded the rest if necessary.

  • How will I receive my refund if I have placed an order using a Gift Card?

    Any items purchased with a gift card will be refunded via a return card. This return card can be used towards your next purchase online or in any Calzedonia store.