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FAQ

 

Return
Shopping

Q: What if I prefer using my own return service?

No problem – just send your return to our  warehouse and we will refund all expences. Please, always use insured and trackable shipping services! We are not responsible for lost or damaged returns sent with the courier chosen by you.

Q: Looks like I need a new Return Label!

In case you cannot find our pre-addressed return label, please contact us and we will send you a new one by e-mail.

Q: It is possible to exchange my item for a different one?

Sure! We always exchange items to match your favorite size or color. Return the item following our Return Policy and indicate the size and color you need.

Q: I have already completed the Return Form but later decided to keep my order. What should be done?

Enjoy your new purchase if you have not sent it back. If you have, contact our Customer Care for ruture assistance.

Q: I would like to return a gift, who gets refunded?

We refund the person who originally made the order to avoid security breaches – no refunds for a different account are made.

Q: I have a couple of returns. Can I combine them and send them in one box with a single UPS Return Label?

Yes, you can. In this case a return fee is deducted on the Return Label used for shipping.

Q: What should I do to return an item/items?

It is very simple - return the products that you consider to be wrong choice for you to our warehouse to receive an instant refund. For more details read our Return and Refund Policy.

Q: What should I do to exchange a certain item?

The procedure is just as clear – let us know the color and size you want do get using the following form and return the items that you wish to exchange to our warehouse. As soon as we receive and check the items, we will send you the items you indicated to the address you specified at the time of the order. For more details read our Return and Refund Policy.

Q: How to search items at your website?

Start from our Home Page and advises of our stylists. If you wish to purchase a specific item, find a proper category (occasion, heel etc.) It is always useful to browse our Spotlight suggestions – it is the best way to know everything about recent must-haves and hot trends.

Q: Where can I find more information on a product?

You can get all of the information about the item you are interested in right at the product page. You will also see all the sizes and colors available at the moment. You can enjoy zoomed images, full descriptions, as well as suggestions of other items that might be enjoyable for you.

Q: Looking for designer-specific sizing conversions?

They are also available on the product page. When it comes to international conversions, we are also ready to help – use our simple Sizing Guides.

Q: Where do you send shoes from?

The vast majority of all items offered at our website are located in our warehouse in Balerna (Switzerland).

Q: Is it possible to change my order?

Unfortunately, the order details that have already been confirmed at checkout cannot be modified. See your Order Status to find out if it can be cancelled immediately. If it cannot be cancelled, do not get frustrated – you can return or exchange any item. Contact our Customer Care to see what can be done.

Q: I put a wrong shipping address! What shoud I do?

In case a wrong shipping address was confirmed, contact us immediately! We may be able to correct it. If not, the undelivered package will be returned to us, so you do not have to worry – we will gladly ship your order once again to the new address or guarantee you a full refund.

Q: I cannot access my account. What to do?

Do not get frustrated if you have forgotten your password – simply follow the link "I have forgotten my password" at the same page, and we will send your password via e-mail.

Q: There is No Newsletters. Why?

First of all, try and see if the address "newsletter@calcano.com" is not added to the spam list of your email account. If so - your spam filter keeps blocking our newsletters! Please tick our address as a safe one!

Q: My payment was declined. Why?

The thing to start with is to make sure your payment details are correct. If the problem persists, you will have to contact your Credit Card Issuer (your bank).
Please, study additional information about Credit Cards and payment methods we accept to select the most convenient variant for you. Contact our Customer Care for further assistance.

Q: My Shopping Bag is Empty!

The goods selection at our resource is live. Please, remember that placing an item in your Shopping Bag does not reserve it – another customer may purchase it before you even if it is in your Shopping Bag. If your shopping beg is suddenly empty, it means the item is no longer available – wait a little and read newsletters to find another hot option!