Emma Cognac

Shipping & Delivery Terms:

Shipping Basics:

• All orders are sent from our warehouse in Sweden.
• We ship within 24 hours on business days.

Important Note:

• Double-check your address and phone no when ordering. If it’s wrong, email us at info@calou.se as soon as possible.

Free Shipping:

• Europe: Free for orders over 200 €.
• Sweden: Free for orders over 2000 SEK.

Shipping Costs (if your order doesn’t qualify for free shipping):

• Sweden: 79 SEK (DHL).
• EU: 12 € (DHL).
• USA/Canada: 17 USD (FedEx)
• Rest of the world: 36 euro

Delivery Details:

Sweden:

• Your order will be delivered to a nearby DHL Service Point.
• Delivery time: 1–3 working days.

Rest of Europe:

• Delivered to the address you provide.
• Delivery time: 2–5 working days.

Outside Europe:

• Shipped via FedEx to the address you provide.
• Use the tracking number we send in your email to follow your package.
• For the UK, Norway, and Switzerland, VAT and customs fees are paid during checkout.
• Delivery time: 2–6 working days.

Customs, Duties, and Taxes:

• EU: No extra customs charges.
• USA:
• Orders under $800: No extra fees.
• Orders over $800: Import duties apply, paid directly to the courier upon delivery.

Delivery Time:

• We start processing your order right after it’s placed. Delivery times depend on your location:
• For pre-order items, we’ll let you know the estimated delivery time and keep you updated if delays happen.
• We may cancel your order if an item is out of stock or if there’s a pricing error.

Tracking Your Order:

• Use the tracking link sent via email or SMS to check your delivery status.

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.

Shoes that are too long

Let a heel filling do the job! You can buy a self-adhesive heel grip at most cobblers and in many shoe stores. Attach the grip at the back of your shoes. Another option is to let the cobbler do the job. Then you can also choose different thicknesses of leather for a more precise fit. That´ll be less visible than a self-adhesive grip.

A little too big shoes

If your boots or clogs have the right length but still are a little big, it is usually enough to put in an insole. There are lots of different soles to use, even anatomic ones. We recommend leather soles that allow your feet to breathe.

 A little too tight shoes

If your shoes are a little too tight, they will probably fit better after a little use, when the leather has formed to the foot. But you can also let a cobbler stretch your shoes. 
You can actually make the shoe both longer and wider and a little higher over the instep if needed. It´s possible to stretch the skin about one size of the width and half size of the length.

Loose heels

If the shoes don´t fit your heels, the cobbler can use a heel grip to reduce the space, or you can buy a heel grip and attach it to the back of the shoe for a better fit.
In the same way, your cobbler can use an "extra tongue" on the inside at the instep, which reduces your shoes height.

Shoe Tree

To keep the shape of your clogs, we recommend using a Shoe Tree. Red Cedar wood is perfect for shoes, it absorbs moisture and odors and keep your clogs in good condition. 

We are here to help you!

If you have any questions, we are here to help you. With these simple tips and our guidance, we hope to reduce the number of returns and contribute to fewer transports. For the sake of the environment and for your convenience.
 

Happy thoughts!
Carina & Mats