CALIDA CLUB FAQ

Questions about legal matters

What is the CALIDA CLUB?
The CALIDA CLUB is the new and improved loyalty program for CALIDA customers. Every purchase in participating CALIDA stores, outlets, or online at www.calida.com rewards your loyalty with exclusive benefits.

Who operates the CALIDA CLUB loyalty program?
The CALIDA CLUB loyalty program is operated by CALIDA AG, located at Bahnstrasse in CH-6208 Oberkirch, Switzerland.

Is membership in the CALIDA CLUB loyalty program free of charge?
Your membership in the CALIDA CLUB is completely free.

How can I become a member of the CALIDA CLUB?
You can register for the CALIDA CLUB in any participating CALIDA store, outlet, or online at www.calida.com.

In stores or outlets, you can quickly and easily fill out the application form and immediately benefit from your advantages.
Online, you can register directly via the following link or conveniently during the checkout process of your online purchase.
Registration for the program and the collection and redemption of loyalty points is possible for customers from the following countries: Austria, Belgium, Germany, France, Greece, Ireland, Italy, Croatia, Luxembourg, Netherlands, Portugal, Switzerland, Spain

You can find detailed participation conditions for the CALIDA CLUB under the following link.

How can I cancel my CALIDA CLUB membership?
To cancel your membership, you can contact any participating CALIDA store or our customer service at [email protected]. Cancellation is possible at any time without notice. Please note, however, that upon cancellation, your loyalty points and all claims to rewards associated with the loyalty program will expire. Rewards can still be redeemed until the time of cancellation.

Questions about data protection

What data is collected, and what happens to it?
Personal data and information about your purchases are exclusively evaluated for marketing purposes within the CALIDA Group. This data is treated confidentially and not shared with third parties.

Are my personal data safe?
The processing of your data is subject to strict regulations. Detailed information can be found in our privacy policy.

Questions about switching loyalty programs

I am a Friends+Forever member. Do I need to take any action to switch to the CALIDA CLUB?
The transition to the CALIDA CLUB happens automatically, and you don’t need to do anything. You can continue using your existing username and password. Upon the introduction of the CALIDA CLUB, you will immediately benefit from all the new advantages.

What happens to my collected loyalty points and pending rewards during the switch?
If you did not object to the transition to the new CALIDA CLUB, your collected loyalty points and pending rewards will be transferred at the same value to the new loyalty program – your points and rewards will not be lost!
If you objected to the switch, this is considered as a cancellation. In this case, you have until July 31, 2025, to redeem your pending rewards. After this date, they will be deleted.

Will my login for my customer account change?
No, your login credentials for your customer account will remain the same. You can continue using your existing username and password.

What happens to my physical customer card?
When switching to the new CALIDA CLUB, your physical customer card will no longer be valid. You no longer need it, as it is replaced by a new digital customer card available in the mobile version of your customer account.

What happens to my customer history?
Don’t worry, your customer history remains intact and will continue to serve as a base for quick and satisfactory service by our store staff and online advisors.

Questions about the CALIDA CLUB program design

What are the benefits of being a member of the CALIDA CLUB?
Once you join the CALIDA CLUB, you can look forward to amazing benefits:

Earn and redeem points: For every 1 CHF/EUR/GBP spent, you earn 5 loyalty points. For every 1,000 loyalty points, you receive a reward worth 10 CHF/EUR/GBP.
Birthday gift: You receive a surprise on your birthday.
Exclusive promotions and offers: Enjoy discounts, product deals, and vouchers.
GOLD status welcome gift: Once you reach GOLD status, you’ll receive an exclusive welcome gift.
And much more! Detailed information about your benefits can be found here.

How do I get my birthday gift?
If you have given us your consent to contact you by email and have provided your birthdate in your program account, you will receive a small personal surprise by email on your birthday. If you’d like to opt-in for our communications afterward, you can do so via the following link.

How will I be informed about the latest offers and promotions?
If you have given us your consent, we will regularly send you information about offers and promotions by email and post. If you’d like to sign up for the newsletter later, you can do so here.

How and when will I receive my welcome gift?
Once you register for the CALIDA CLUB, you will automatically receive 500 welcome points credited to your customer account. When you achieve GOLD status for the first time, you will receive an exclusive welcome gift as a token of our appreciation for your loyalty.

Questions about SILVER and GOLD status

What is the difference between SILVER and GOLD status?
When you register for the CALIDA CLUB, you start with SILVER status. If you collect 2,000 loyalty points within 12 months, you achieve GOLD status. In addition to all SILVER benefits, GOLD members enjoy exclusive perks like a welcome gift and an exclusive personal assistant service. A full overview of benefits can be found here.

How can I achieve GOLD status?
You achieve GOLD status by collecting 2,000 loyalty points within 12 months.

How long is my GOLD status valid?
Your GOLD status is valid for 24 months.

Can I lose my GOLD status?
Yes, you can lose your GOLD status. If you do not reach 2,000 points by the end of the second year of your GOLD status, you will revert to SILVER status after the two years.

Questions about earning points

Where can I earn loyalty points for the CALIDA CLUB?
You can earn loyalty points at all participating CALIDA stores, outlets, and online at www.calida.com, both domestically and internationally. A list of all participating CALIDA stores can be found here.

How can I earn loyalty points for the CALIDA CLUB?
For every 1 CHF/EUR/GBP spent, you earn 5 loyalty points. Loyalty points are also awarded for discounted products. However, points are not awarded for gift cards, vouchers, or shipping fees.
Show your digital CALIDA CLUB card from your online customer account during every store purchase. Alternatively, store staff can identify you using your name and postal code or your customer card number.
For online purchases, loyalty points are automatically credited if you are registered for the CALIDA CLUB and logged into your customer account.

How and where can I redeem my loyalty points?
Once you collect 1,000 points, you can convert them into a loyalty reward worth 10 CHF/EUR/GBP. You can redeem this during your next purchase in-store or online at www.calida.com. The minimum purchase value must match the reward amount. Partial balances are not refunded.
A cash payout of points or rewards is not possible. You can save more than 1,000 points and redeem them later for higher-value rewards.

Questions about loyalty points and rewards

When are my points credited?
Points earned from online purchases or in-store shopping are credited to your customer account as pending points within 24 hours. After the 30-day return period, they are activated and can be converted into rewards.

Loyalty points: This is the general term for all points you collect from purchases.
Status points: These determine whether you have SILVER or GOLD status. They represent the total points collected within 12 months.
Bonus points: These are the points you can redeem for rewards. Once redeemed, they are reset.
Pending points: These are points collected but not yet activated. They are visible as pending in your customer account within 24 hours of purchase but are activated only after the 30-day return period.

When are my pending points activated?
Pending points are activated 30 days after your online purchase.

Where can I view my CALIDA CLUB points balance?
You can view your status, bonus, and pending points in your personal customer account under "Points Balance." Alternatively, store staff can inform you about your current balance and rewards.

How long are my loyalty points valid?
Bonus points collected for rewards expire after 2 years.

How long are my rewards valid?
Converted rewards are valid for a single redemption for 6 months before they expire.

What happens to my points and rewards if I return part or all of my purchase?
If you return part or all of your purchase, the loyalty points earned for the returned items will be deducted from your balance accordingly.

Can I get points credited retroactively if I forget to show my CALIDA CLUB card during a purchase?
Unfortunately, retroactive points cannot be credited after a purchase. If you forget your mobile device and cannot access your digital card in-store, staff can identify you using your name and either your postal code or customer card number to credit points as usual.

Questions about online orders and in-store purchases

How can I earn points during in-store or outlet purchases?
Show your digital customer card from your account or provide your name and postal code or customer card number to the cashier.

How can I manage my customer account?
You can update or complete your personal data, such as your address, directly in your account.

How can I use my CALIDA CLUB customer card for online purchases?
Once registered for the CALIDA CLUB, you automatically earn loyalty points for all online purchases while logged into your customer account.

Questions about the CALIDA CLUB customer account

What is my CALIDA CLUB customer account for, and what information is available there?
Your customer account provides details about all your purchases made in participating CALIDA stores or online as a CALIDA CLUB member. It also contains your billing and shipping addresses and preferred payment method.
You can view your customer number, point balance, rewards, and benefits (e.g., promotions and vouchers) and adjust your newsletter settings.
Your wishlist with favorite items is also saved in your account.

Some information in my account is incorrect. How can I update it?
You can edit your personal details, such as name, address, birthdate, login data, and marketing consent, anytime in your customer account. Alternatively, store staff or customer service at [email protected] can assist you.

I forgot my password. How can I reset it?
Click "Forgot Password" and enter your email address. You’ll receive an email to quickly reset your password.

Can two customer accounts be merged?
Each person can only have one CALIDA CLUB membership and account. Merging accounts is not possible. Additionally, combining your account with accounts of family or friends is excluded, as CALIDA CLUB membership honors individuals.

Questions about the CALIDA CLUB card

Where can I find my CALIDA CLUB card?
Your CALIDA CLUB card is available in the mobile version of your customer account, displayed directly on the homepage.

Is there a physical CALIDA CLUB card?
No, there is only a digital CALIDA CLUB card in your account.

How long is my CALIDA CLUB card valid?
Your CALIDA CLUB card is valid indefinitely.

Where can I find my card number?
Your card number is visible in your customer account or in newsletters sent to you.

Is my CALIDA CLUB card transferable?
Yes, your CALIDA CLUB card is transferable. Friends and family can shop with your card, helping you earn rewards faster.

Can I pay with the CALIDA CLUB card?
The CALIDA CLUB card is for collecting points only and cannot be used as a payment method.

Contact

I have additional questions about the CALIDA CLUB. Whom can I contact?
For further questions about the CALIDA CLUB, you can email our customer service at [email protected]. Our staff in all participating CALIDA stores is also happy to assist you.