Cream Formula -Neutral

Shipping & delivery

All orders are shipped from our warehouse in Sweden and dispatched within 24 hours on business days.

When placing the order, please make sure you enter the correct address, and if you have entered an incorrect address, please contact us at info@calou.se.

Free shipping in Europe for orders more than 200 €/EU and 2000 sek/Sweden

Cost for orders that are not eligible for free shipping:

Shipping cost:
Sweden 79 SEK                DHL
Europe 12€                       DHL
USA/Canada 17 USD     Fed ex

Sweden

• Your order will be placed in DHL service point near you.
• Delivery time is 1-3 working days

Rest of EU

• Your order will be delivered to the shipping address entered when placing the order
• Delivery time is 2-5 working days

Outside the EU

• We ship with Fed Ex. Your order will be delivered to the shipping address entered when placing the order. Use the tracking number we provide in the shipping confirmation e-mail to track your order here
• For UK, Norway and Switzerland, you will pay VAT and customs at checkout.
• Delivery time is 2-7 working days

Duty and taxes

EU : There is no import duty.

USA:  Orders under US$800 are free from any import duties and will not attract any extra fees. Orders over US$800 will be liable for import duties which you will have to pay directly to the courier on delivery.

Delivery time

Once you place your order, we will start processing it. The delivery time depends on the day and time you make the order and the corner of the world you live in. Please see estimated delivery times per country and region. 

If you order a pre-order item, the delivery time is advised separately. We will do our best to keep you updated on the delivery timetable. Please note that shipping dates for pre-orders are not guaranteed and delays may occur.

We reserve the right to cancel your order if an item you have ordered is out of stock or if we identify a product or pricing error.

 Tracking the delivery

You can track your order by using the tracking link in the email and/or SMS from the shipping partner.

Returns & exchanges

If you are not happy with your products, you can return them within 30 days from when the order is made. If you order a pre-order item, you can return within 30 days after we have shipped your item. We only refund and accept items that are not worn, used or damaged and are registered in the return system (see below). 

If you wish to exchange to another product, a new order needs to be created. Please return the original item according to the instructions below. 

Free exchanges

Store credit returns and size exchanges are free.

If your shoes do not fit the way you want them to, we are happy to exchange them for the appropriate size, as long as they are in an unworn condition. Please make sure that they are worn indoors until you have decided to make an exchange.

Calou will ship the exchange shoes at no additional cost, up to 30 days from the order confirmation e-mail. .

Start your exchange here

Items  marked "Seconds" or purchased at 40% or more off the retail price are not qualified for exchange, only storecredit as refund. Any sale items for 50% off or more are final sale. 

Sweden and other EU

• Register your return here. 
  You create the returnlabel in the return portal.

• Place the unworn shoes in their original shoebox and make sure you use the same over pack as the shoes came in. Seal the package properly and send with carrier label.

• Drop the parcel at your closest service point

 

US and rest of the world

• Register your return here. 
• Create a returnlabel and custom invoice in the portal.

• Place the unworn shoes in their original shoebox and make sure you use the same over pack as the shoes came in. Seal the package properly.

• Attach the return label and customs invoice on top of the original shipping label

• Drop the parcel off at your closest Fedex Access point, or contact Fedex for a pick-up

Return fees

Sweden 79 Sek
EU 15 €
Norway 150 Nok
UK 20 GBP
Switzerland 20 €
USA 17 $
Rest of the world 25 $

Your refund will be issued to the same account/credit card the payment was made with, as soon as we have received your return. The refund is made within a maximum of 14 calendar days after receipt of the returned items. 

Please note, that you are responsible for the condition of all items after you have received them from us, meaning that you are also responsible for the state of items during the return transport.

If an order is abandoned and not imported according to shipping terms when ordering outside of EU, a fee of 500 SEK/50 USD/45 EUR/40 GBP will be charged at return.

If you change your mind right when the package was sent from us, you must still pick up the package at your delivery point and send it back to us. If the package is not picked up, it will be automatically registered as NOT PICKED UP and charged accordingly. The shipping costs of sending the order will not be refunded and the return shipping fee will still be deducted.

If you have any questions regarding returns and exchanges, please contact us at info@calou.se .   

Let’s try to preserve our lovely environment and avoid returning items. We will do our absolute best to help you find the products you love and in the right size.

Reclaims & repairs

Items are classified as faulty if they are received damaged. Please note that items that are damaged as a result of wear and tear are not considered to be faulty. You must notify us concerning the defect or error within a reasonable amount of time after you have discovered it. A claim made within two months of discovery is considered a reasonable amount of time. 

If you want to reclaim a product, please report the claim here. If you have any questions or if you are unsure whether the instance of item is a defect covered by the warranty, contact us at info@calou.se

Faulty items will be exchanged to the same type of product in the same size, subject to availability. If the product is not in stock you will be refunded for the item. We will be responsible for the return shipping.

Pre-orders

Payments for pre-orders are charged at the time of the order. Naturally you have the same return rights as regular orders, and with pre-orders, your refund period starts from the day the order is shipped to you.

If you choose to pay pre-orders with Klarna Pay Later, you will be invoiced before delivery of the product. However, you will be refunded normally, if you choose to return the item.