Help & Support

Do you have questions about an order or buying at www.calida.com?

The help section below provides quick and simple answers to your key questions. But it’s not a problem if your question isn’t answered. We’re happy to help by phone or e-mail.

Call our hotline from Monday to Friday between 9 am and 5 pm.

Telephone: +41 41 9254222

E-Mail: [email protected]

Calida's new look

1. Why does the website look different? Am I on the right site?

Yes, you are in the right place! We have revamped our online shop to offer you an even better shopping experience. The new design is more modern and user-friendly. We hope you enjoy the changes!

2. Why are some features missing?

We are working hard to make all your favorite features available again as soon as possible. Due to the transition, some features are currently missing, but they will be back soon. We appreciate your understanding and thank you for your patience.

3. When will the missing features be available again?

Our team is working diligently to bring the missing features back online quickly and improved. We expect most features to be available within the next few weeks. Stay tuned and visit us regularly to avoid missing any updates.

4. Will my account and order history be transferred?

Yes, your account has been securely transferred to the new website, and you can log in as usual with your existing credentials. Please note, however, that your order history has not yet been transferred due to technical reasons. Until the order history is available again, you can check your emails for all past order confirmations.

A. Ordering

1. Are the items shown in the shop available?
Generally the items seen in the shop are available. But it can happen that specific colours or sizes are sold out. As soon as you click on the colour or size on the product page, availability is displayed.

• At warehouse, delivery time for Germany 1 – 3 day = the item is in stock and can be dispatched immediately.

• Delivery time for Germany 4 – 5 days = the item has been dispatched from the warehouse in Switzerland and will be sent to you as soon as it arrives.

• No longer available = the item is sold out. It is no longer possible to place an order.

2. Is there a minimum amount per order?
No! You don’t need to worry about a minimum amount when placing an order a www.calida.com.

3. How can I check the status of my order?
Any change in your order status is communicated automatically by e-mail. We gladly provide further information personally or you can go to “My Account” on our website. However, you have to be registered as a customer to access the latter option.

4. Can I change my order retrospectively?
Once your order has been finalised and sent to us, you cannot change it personally. But we’ll gladly change your order if you give us a call or send us an e-mail, provided the order has not yet been dispatched.

B. Payment

1. How can I make payment at www.calida.com?
Our payment options have been selected with great care. Making payments should be as pleasant and uncomplicated as possible. This is why www.calida.com offers you the following payment methods:

• Credit card

• Purchase on account with Klarna

• Direct payment via Sofort with Klarna

• PayPal

• Apple Pay

• Google Pay

• Twint

The payment of the purchase price is made by means of the above mentioned payment methods, which the customer selects during the ordering process. The payment period depends on the selected payment method. We offer some payment methods in cooperation with service providers and assign our purchase price claim to them.

2. Which credit cards are accepted?
We accept the following credit cards: Visa, Mastercard, American Express.

The security of your data is very important to us and your bank. We therefore ask you to note that there may be a new, secure authentication step when you purchase goods by credit card. For example, you can register with your bank to use the TAN system. Your contact person at your bank will doubtless be happy to answer any questions you may have. So that you do not have to perform this procedure every time you shop with us, you can also simply have us white-listed as a merchant with your bank. In that way, you can shop as usual with us without the need for a renewed security check.

3. When will my credit card be charged?
When paying via credit card, the purchase price will be reserved against the stated credit card account at the time the order is placed (authorisation). The credit card account will be charged at the time the goods are shipped. Consumers who have their habitual residence in the Netherlands will have only 50% of the purchase price reserved against the stated credit card account when they place their orders.

4. What must I consider when using the payment options purchase on account or direct payment with Sofort?
We offer the following payment options in conjunction with Klarna Bank AB (publ), Sveavägen 46, 111 34 Stockholm, Sweden. The payment in question is made to Klarna:

• Invoice (purchase on account): The payment due date is 30 days from the day when the goods are shipped. The complete invoicing terms and conditions in the countries in which this payment option is available can be found here: Germany

• Direct payment via Sofort Available in Germany. Your account is debited as soon as you have placed your order.

The use of the payment options purchase on account, instalment purchase and direct debit is based on a positive credit check. As part of initiating the purchase process and the processing of the purchase contract, we therefore send your data to Klarna so that it may check the address and the purchaser’s credit. Please understand that we can offer you only the payment options that are permitted based on the results of the credit check. You can find more information and Klarna’s Service Terms here. You can obtain general information on Klarna here. Your personal data is used by Klarna in conformity with the applicable data protection provisions and according to the statements in Klarna’s Privacy Policy.

Different shipping address
Klarna payment options are only available when the person and country in the billing and shipping address are identical.

5. How does direct payment via Sofort work at KLARNA?

KLARNA is a company that has been certified by TÜV and Trusted Shops and guarantees a secure payment process. If you wish to pay via Sofort, you will only need your online banking data (PIN/TAN – and possibly additional information, depending on your online banking system). The system does the rest. KLARNA is not only free of charge for you as the purchaser, but also comes with a number of advantages: Once you have placed your order, you can transfer the amount without having to switch to your bank’s website and without entering data relating to your purchase. You are simply forwarded by KLARNA to a secure payment site. We receive confirmation as soon as the transfer has gone through and can dispatch your order immediately (depending on availability).

7. How does purchase on account with KLARNA work?

If you decide to purchase goods on account, the entire ordering process is handled by our partner KLARNA. KLARNA is a company that has been certified by TÜV and Trusted Shops and guarantees a secure payment process. Your personal data is handled in compliance with the very highest data protection standards. Purchase on account offers you the possibility to pay by bank transfer to KLARNA up to 30 days after shipment. As soon as you have placed your order, you receive an overview of your order and, when it is shipped, a detailed invoice. Please transfer the stated amount exclusively with the bank details specified by KLARNA. KLARNA’s customer service team will doubtless be happy to answer any questions you may have about your payment.

7. How does PayPal work?

What is PayPal?
PayPal is a simple, secure, fast online payment service – and it’s free. Your bank or credit card details are stored exclusively with PayPal. This means that these details are not sent across the internet every time you make an online purchase. You pay with two clicks. Because you access your bank or credit card details stored at PayPal instead of having to enter the data again with every purchase. PayPal payments are fast. This way the vendor can dispatch the goods immediately and you receive the goods sooner. When paying via PayPal, the purchase price will be debited from the PayPal account specified at the time of the order.

You already have a PayPal account?
You are transferred to a PayPal page during payment. Once the payment has gone through, you click the button which takes you back to our site – that’s it.

You don’t have a PayPal account?
To make sure everything runs smoothly, we recommend setting up a free PayPal account before making a purchase.
To do so, go to: www.paypal.de

WHow does payment with PayPal work?
When paying via PayPal, the purchase price is debited from the stated PayPal account at the time the order is placed.

What is PayPal Express?

PayPal Express shortens the ordering process. By clicking on the “Express Purchase with PayPal” button in the basket, you will automatically land on the PayPal website. Here you log into your PayPal account and confirm the delivery address and payment method with just one click. No need to enter bank details or the delivery address again, because these are stored at PayPal. All you still have to do is click on “order” to confirm the purchase. The usual PayPal security conditions apply to the Express option.

8. How does Apple Pay work? 

What is Apple Pay?
You can conveniently use Apple Pay online in your Safari browser. Just click on the “Pay with Apple Pay” button at checkout. This will initiate access to the debit or credit card details you have stored there. The advantage: You do not have to re-enter your data each time. To complete your order, confirm by fingerprint or password. You can view and check your last 10 transactions at any time in your Apple Wallet’s overview. Depending on the bank or credit-card company, only the transactions made using the device are shown or all other transactions made through the account as well (using other devices or physical cards). You will find further information at: https://www.apple.com/de/apple-pay/

Have you already activated Apple Pay?
During the payment process, you will be redirected to Apple Pay. Once the payment has gone through, you click the button which takes you back to our site – that’s it. 

Have you not yet activated Apple Pay? 
To make sure everything runs smoothly, we recommend you set up your Apple Wallet with your debit or credit card information free of charge before making a purchase.  

https://www.apple.com/de/apple-pay/

How does payment with Apple Pay work?
For payments using Apple Pay, the purchase price is authorised at the time of the order and then debited from the card on file at the time the order is shipped.

9. How does Google Pay work?

What is Apple Pay?
You can conveniently use Google Pay online in your browser. Just click on the “Pay with Google Pay” button at checkout. This will initiate access to the debit or credit card details you have stored there. The advantage: You do not have to re-enter your data each time. To complete your order, confirm by fingerprint or password. You can view and check your last transactions at any time in your Google Wallet’s overview. You can manage your profile at  pay.google.com.

Have you already activated Google Pay?
During the payment process,you will be redirected to Google Pay. Select a payment method if prompted and enter your shipping address. Once the payment has gone through, you click the button which takes you back to our site – that’s it.

Have you not activated Google Pay yet? 
To make sure everything runs smoothly, we recommend you set up your Google account at pay.google.com with your debit or credit card information free of charge before making a purchase.

How does payment with Google Pay work?
For payments using Google Pay, the purchase price is authorised at the time of the order and then debited from the card on file at the time the order is shipped.

10. How does Twint work?

What is Twint?
Twint is a Swiss payment service provider. Simply select the payment option Twint at checkout. You will then be transferred to an external site. There, you will be shown a QR code and a five-digit numerical code. On the webshop’s mobile site, you will also have the option to switch directly to the Twint app.

Open the app using fingerprint recognition, facial recognition or PIN. If you can switch directly from the webshop to the app, you will now be shown the transaction.

Check the vendor (Reich Online Solutions GmbH), the amount and approve the payment. Important: Afterwards, you must click on “Complete” to return to the webshop. If you want to scan the QR code on your monitor, tap on the QR code symbol on the bottom right in the Twint app and point your smartphone camera at the QR code. Alternatively, you can enter the numerical code shown in the webshop into the Twint app.

Confirm each amount with “Okay”.

Have you not activated Twint yet?
In order to ensure smooth processing, we recommend that you download the [Twint app | Download TWINT app] free of charge before you make your purchase and register there.

How does payment with Twint work?
When paying via Twint, the purchase price is authorised and directly debited at the time the order is placed.

11. What must I consider as the purchaser?
Our purchasers are required to keep the payment information stored with their accounts up to date.
We reserve the right to make the offer of payment methods dependent on the result of a credit assessment.

C. Shipping

1. To which countries does calida.com deliver and what are the shipping costs?

All prices include sales tax and where applicable, exclude shipping costs.

Customs-clearance costs that may arise are included in the shipping costs. Additional costs such as customs duties and import taxes may arise. These are determined by Customs and are paid on receipt by the recipient.

NATIONAL EXPRESS SHIPMENT

On request we dispatch your order to a delivery address in Germany by DHL Express at a cost of €9.90. If you select DHL Express and your order is placed before 2 pm, your package will be delivered by 12 noon the following working day. If your Express order is placed after 2 pm, the delivery takes one additional working day.

National express is only available to

• delivery addresses in Germany

• for items that are “at warehouse - delivery time for Germany 1-3 days”

National express is not available

• for items not in stock where the status is not “at warehouse”

• for deliveries to packing stations

Shipping costs amounting to €9.90 are not reimbursed for returns. If the package cannot be delivered the first time round, DHL Express leaves a message in your letter box and you can request a second attempt.

2. What must be taken into account for deliveries outside the EU?
The prices specified include sales tax. This does not apply to countries outside the EU. The relevant amount is automatically deducted from the amount on your invoice. Please note that the country-specific sales tax must be paid to the person delivering the package.

3. Who delivers the package?
Our experienced logistics partner DHL provides fast and reliable delivery services in Germany.

Every standard DHL order will be sent by DHL Go Green. As a result of our voluntary contribution, we will offset the amount of CO2 produced during the shipment in order to facilitate climate-neutral transport. This pledge applies to every package sent within the EU and overseas. You will find additional information in the Sustainability section of the website of Deutsche Post DHL Group.

Delivery to addresses in Switzerland is handled by Swiss Post.

Every shipment transported by the Swiss Postal Service will be sent climate neutrally as part of the “Pro Clima” label. The amount of CO2 produced during the shipment will be offset during selected climate-protection projects. You will find additional information in the Responsibility section of the Swiss Postal Service’s website.

We will ship your international package via PARCEL.ONE. The package will be delivered by the respective local service provider.
UPS Express delivers to Australia, Canada, New Zealand and the USA.

4. Can I have my package delivered to a DHL Packstation?
Our shipping partner, DHL, offers you the convenient option of picking up your package at a Packstation or in a post office branch.

You simply have to register at a DHL Packstation or pakete.de once. You will then receive an individual postal number that you can use to have your packages delivered to any Packstation or post office branch in Germany.

You will find more information at:
> Packstations
> Post office branches

5. How long will it take to deliver my order?
We dispatch your order from Monday to Friday, excluding public holidays. You can find the estimated delivery time for each destination country here:

As soon as your parcel leaves our warehouse, you will receive a shipping confirmation from us by e-mail. In a few exceptional cases, delivery times may be longer. In this case, however, we will keep you informed about the status of your order.

Deliveries Monday through Saturday

Our logistics partner, DHL, also makes deliveries on Saturdays. Please note: DHL currently does not deliver on Sundays.

If you are not at home when a delivery is made, the package delivery driver will try to leave it with a neighbour or will take it to the nearest post office. You will find a failed delivery note in your mailbox if this occurs.

Please remember that you may not receive this notification until the next working day if the package delivery driver was unable to access your mailbox. The failed delivery note will inform you about the post office branch where your package is stored. You may pick up the package within a period of seven workdays at this branch by presenting the failed delivery note and your identification card.

6. What happens if I’m not at home when the package is delivered?
If the first delivery attempt fails, the DHL driver leaves a card with a telephone number you can call to arrange to collect the package or the delivery.
Tip: If it is difficult to reach you at home, state an alternative delivery address with your order – e.g. Packstation, work address, friends, relatives.

7. Parcel tracking
www.calida.com will generally ship your package within 24 hours of order placement. After your parcel has been dispatched, you will receive an order confirmation containing the shipment number.
If you have a customer account at www.calida.com, you will also find your shipment number at “My Account".

You can use this number to track the status of your order:

Shipping within Germany
 > DHL parcel tracking

Shipping in Switzerland
> Swiss Post parcel tracking

International shipping
> PARCEL.ONE parcel tracking
> UPS Express parcel tracking

D. Returns / Exchange

Can I return the goods if I am not satisfied?
www.calida.com grants you a voluntary right of return of 30 days from receipt of the goods, without prejudice to your statutory right of revocation. This means that you can also withdraw from the contract after the 14-day cancellation period has expired by returning the goods to us within 30 days of receipt. We cover the costs for the return.

A prolonged return option is limited to goods that have only been tried on and are returned to us complete, undamaged and in the original packaging. The voluntary right of return does not apply to voucher purchases.

If you want to exchange an item for a different size or colour, please order the desired size or colour here at the shop and send the items you wish to exchange back to us. That way we can send you the item you want as quickly as possible.

To return your package to us, please use the enclosed return label. If you did not receive one, you can easily download it here.

E. Prices

1. Are the prices in the online shop the same as those in retail stores?
Our prices are the sales prices recommended by the manufacturer. These prices also apply to retail stores. Exceptions are sale items available at a reduced price. All prices include the applicable value added tax. The specified sales prices always include sales tax. These do not apply to delivery addresses outside the EU.

Do I get a discount if I order over a certain quantity?
Please understand that we cannot grant any quantity discounts. However, we do offer numerous additional benefits such as free shipping and returns in many countries plus the 30-day prolonged right of return.

F. Security

1. Is my personal data protected at www.calida.com?
We are aware that conscientious handling of your personal data is important to you. We take our customers’ trust very seriously. That’s why we strictly adhere to the legal regulations stipulated in the Federal Data Protection Act and the Telemedia Act. Data relating to your order, your person and information about your payment is handled confidentially and is protected by technical security systems.

2. Will I receive advertising emails if I enter my e-mail address?
We need your e-mail address to communicate information on the status of your order quickly and easily. You will not receive any advertising unless you have specifically agreed to receiving our newsletter.

You can find out more about security at www.calida.com >here