Delivery & Returns

Information regarding delivery, returns and our policies can be found below. We try to provide as much information as we can to ensure your ordering process is as smooth as possible, but if you have any additional questions, please contact us via email at info@calenion.com and we'll get back to you as soon as possible!

Delivery Info

DISPATCH TIMES

All orders are processed on a made-to-order basis. We will take every effort to print, pack and dispatch your order as soon as possible, however, on average orders can take 1-5 days for printing and packaging. You will receive an email notification once your order has been dispatched.

DELIVERY COSTS

UK DELIVERY

FREE UK Delivery on orders over £75
Standard Delivery - £2.95
Signed For Delivery - £3.95

All delivery options fulfilled by Royal Mail.
Orders are estimated to arrive in 2-5 business days from dispatch.

EUROPE DELIVERY

Tracked Standard Delivery - £13.00
All delivery options fulfilled by Royal Mail.
Items are estimated to arrive in 5-14 business days from dispatch.

USA DELIVERY

Tracked Standard Delivery - £23.50
All delivery options fulfilled by Royal Mail.
Items are estimated to arrive in 5-14 business days from dispatch.

AUSTRALIA & NEW ZEALAND DELIVERY

Tracked Standard Delivery - £29.50
All delivery options fulfilled by Royal Mail.
Items are estimated to arrive in 5-14 business days from dispatch.

REST OF THE WORLD DELIVERY

Tracked Standard Delivery - £23.50
All delivery options fulfilled by Royal Mail.
Items are estimated to arrive in 5-14 business days from dispatch.

CUSTOMS, DUTIES & IMPORT TAXES

Please be aware that any customs charges and/ or import duties are the responsibility of the customer.

If you are uncertain as to whether these charges may apply to you please contact your local customs office before ordering.

Customers should also check their local postal regulations for restricted items, as we cannot be held liable for any items that are not accepted into the regarding country.

***FOR EU CUSTOMERS ONLY***

From 1st July 2021, import VAT is mandatory on all EU orders big or small. Import VAT rates will be different for each EU member state. These additional charges will not show up on our website when you go to checkout. These charges are the responsibility of the customer.

UNDELIVERED ORDERS

We do not accept any liability for undelivered items or items lost in transit. For peace of mind, we urge customers to select a Tracked or Signed For delivery option. We retain a proof of postage for a maximum of 30 days.

Please ensure that all shipping/ delivery details are correct when placing an order. We do not accept any liability for items that are shipped if incorrect details are given.

In the case that an order is unable to be delivered and is sent back to us, it is your responsibility to contact us to arrange a re-delivery of the order (additional delivery fees will apply). We will hold onto undelivered orders for a total of 90 days.

All orders sent via Royal Mail must be given a minimum of 10 business days to arrive before they can be classed as lost. If, in the unlikely case, your order has not arrived within 10 business days, please contact us via email at info@calenion.com and we submit a claim to Royal Mail. For more information, please see the 'Royal Mail Claims' tab below.

ROYAL MAIL CLAIMS

We have to allow Royal Mail a minimum of 10 business days to deliver an order. If 10 business days have passed since we have dispatched your order (in some cases we must wait 10 business days from the due delivery date), please contact us via email at info@calenion.com. We will submit a claim to Royal Mail who will investigate what has happened to the parcel. Claims can take anywhere from a few business days up to 30 business days. During this time we are unable to offer refunds or send out replacements until the claim has been concluded.

Returns & Exchanges

RETURNS

Please contact returns@calenion.com BEFORE returning an item. We will provide you with our returns address along with any other required details. Our returns window is 14 days from the day you received your order. The returned item(s) must be posted back to us within this timeframe for the return to be accepted. Any returns posted after the 14 days will either be refused or subject to an additional fee. Please note we do not offer free returns so you will have to cover the costs to send the item(s) back to us. We allow one return or exchange per order and cannot accept returns due to a change of mind as each item is made to order.

To qualify for a refund or exchange, the following conditions must be met:

  1. The items must be returned in the original packaging.
  2. The items must be returned unworn, unwashed and in the original condition they were sent to you.
  3. The tags (including labels, swing tags etc.) must still be attached to the product.
  4. Please enclose a delivery note stating your name, your order number, and whether you would like a refund or exchange.
  5. If you wish to exchange an item, please state in the delivery note what new size(s) you require.

If no instructions have been provided, the return will not be dealt with until you contact us. This can be done via email at returns@calenion.com.

Once we receive your parcel:

  1. Once received, we will process the return accordingly and contact you via email (please allow up to 5 business days from the time we receive the parcel for the return to be processed, especially during busy periods).
  2. If you qualify for a refund, please allow up to 10 working days for your refund to reach your account. Refund times can vary depending on the original payment method.
  3. Please be aware, we do not cover or refund any return shipping costs unless a wrong item/size was sent to you that differs from the order.
  4. Please also be aware that in some cases there may be additional fees (e.g. if returned items are sent back late, marked/ stained or damaged).

NON-RETURNABLE ITEMS

Please note some items cannot be returned for exchanges or refunds, these include:

  1. Items marked as part of a clearance sale.
  2. Items part of a Limited Edition run.
  3. Perishable items.
  4. Face masks and other face coverings.
  5. Free items (including during a promotion or giveaway).
  6. Items part of a Lucky Dip (or that have been 'randomly chosen' as part of a promotion).
  7. Acid wash and tie-dye style garments.
  8. Custom or personalised items.

Please be aware that if any items are sent back to us in a poor condition (this includes, but is not limited to: washed items; items smelling of smoke, deodorant or perfumes; items with large amounts of pet hairs; stained, marked or damaged items) we will not accept the return. You may also be responsible to pay any delivery charges for the item(s) to be returned to you.

EXCHANGES

We can only exchange an item for a different size, we cannot exchange for a different colour garment or print variant and we cannot exchange one design for another. If you wish to choose a different colour garment, a different print variant or a different design, then a new purchase must be made. Please note each order may only be exchanged for a different size once.

REFUNDS

To receive a refund when returning items, any additional items that were included free of charge with your order must also be returned. Failure to do so may result in the cost of the item(s) being deducted from the total refund amount.

Discounts & Other Policies

OFFERS & DISCOUNT CODES

A limit of one offer or discount code can be applied per order. It is not possible to combine multiple offers or discounts into a single order.

3 FOR 2 POLICY

If you purchase items during any of our 3 for 2 offers, to qualify for a return, all three items purchased as part of the offer must be sent back to us. All items must be unworn, unwashed and in the original condition with their original packaging. In the case of a refund, if only one or two of the three items are returned, the return will not be processed until all three items have been returned or until you contact us regarding the return.

MULTI-BUY OFFERS POLICY

If you purchase items during any multi-buy offer, to qualify for a return, all items purchased as part of the offer must be sent back to us. All items must be unworn, unwashed and in the original condition with their original packaging. In the case of a refund, if not all items are returned, the return will not be processed until all items have been returned or until you contact us regarding the return.

ACID WASH & TIE-DYE GARMENTS

Due to the unique nature of acid wash and tie-dye garments we cannot accept returns or exchanges for these items due to a change of mind. Every garment will have a unique pattern and no two will ever be the same.