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Returns & Exchanges

Returns & Exchanges Terms:

Returning Items:

  • Not happy with your order? You can return it within 30 days of your order date (or within 30 days of receiving pre-ordered items).
  • Items must be unworn, unused, and undamaged to qualify for a refund.
  • Start your return using our return system (see instructions below).

Exchanging Items:

  • If your shoes don’t fit, we’re happy to exchange them for a different size, as long as they are still unworn.
  • Exchanges are free for Sweden and EU customers if you’re exchanging size in  the same style and color.
  • Exchanges are only available for full-price items.
  • For new styles or colors, return the item and place a new order. If you choose storecredit in the portal the returncost will be free.

How to Return or Exchange Items:

Sweden/Europé Customers:

  1. Register your return through our return portal to create a return label.
  2. Pack the unworn shoes in their original shoebox, using the same outer packaging. Seal it properly.
  3. Drop off the parcel at a DHL service point with the provided carrier label.

Start your return here

US/Worldwide Customers:

  1. Register your return in the return portal and create both a return label and a customs invoice.
  2. Pack the unworn shoes in their original shoebox with the same outer packaging.
  3. Attach the return label and customs invoice over the original shipping label.
  4. Drop the parcel at a FedEx Access Point or arrange a FedEx pickup

Start your return here

Return Fees:

  • Sweden: 79 SEK
  • EU: 15 €
  • Norway: 170 NOK
  • UK: 20 GBP
  • Switzerland: 20 €
  • USA: 17 USD
  • Rest of the world: 25 USD

Refund Information:

  • Refunds will go back to the same account or card used for payment.
  • Refunds are processed within 3-5 calendar days of us receiving your return.
  • You are responsible for the items’ condition, including their safe return during shipping.

International returns

For international returns outside the EU, notify your local customs authorities to waive duties or taxes on unwanted items. Calou can not give a refund of any import duties or taxes that haven´t been inclusive at purchase.
For US, UK, Norway and Switzerland import duties are included in prices at checkout. 

Declined items

For all packages that are not picked up or if you at delivery decline to sign for the ordered package, you will be charged an additional fee of EURO30 /300SEK /30GBP/ 30USD, excluding from the shipping and return shipping cost. The fee covers the costs of the extra handling.