CALIDA’s online-shop purchases are generally covered by a statutory cancellation (withdrawal) right. A cancellation notice should be submitted first, and the goods should then be sent back without undue delay. The return shipment is expected to be dispatched no later than 14 days from the day the cancellation is communicated. Keeping proof of dispatch and tracking details helps document the return timeline and supports follow-up if a parcel is delayed.
Refunds are typically issued to the same payment method used for the original purchase. A refund may be processed only after the returned goods have been received, or after acceptable evidence is provided that the goods were sent back—whichever occurs earlier under the applicable terms. Processing times can vary depending on payment provider and banking timelines, so it is practical to allow additional days after the return is delivered before expecting funds to appear on the account statement.
Returned items should be handled carefully. Customers may be responsible for any reduction in value if the goods were handled beyond what is necessary to check their nature, characteristics, and functioning. In practice, this means trying items in a reasonable way and keeping them in a condition suitable for resale is advisable. Packaging, labels, and included components should be retained and returned when possible to avoid disputes about completeness or condition.
Certain products can be excluded from the right of cancellation for health or hygiene reasons, particularly sealed goods where the seal has been removed after delivery. For intimate apparel and similar items, it is important to review whether an item is sealed and to avoid breaking seals unless the item will be kept. If an excluded item is returned after the seal is removed, the return may be rejected and a refund may not be issued.
If a return label is missing or a return needs to be initiated again, CALIDA provides support options to help create a return label and clarify next steps. For order-related questions—such as whether a return has been received, when a refund will be posted, or how to handle an incorrect or damaged item—customer service can be contacted by phone during business hours or by email. When contacting support, including the order number, purchase email address, and a brief description of the issue helps speed up resolution.
For seasonal promotions, extended return windows may be offered for specific periods. When an extended window is advertised, the promotional terms should be checked for the exact cutoff date and any exclusions. If an extended window applies, it generally supplements the standard cancellation timeline for eligible orders, but it does not override hygiene-related exclusions or condition requirements. When in doubt, initiating the cancellation and dispatching the return as early as possible reduces the risk of missing deadlines.
