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
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 .   

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

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.


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.