Frequently Asked Questions (FAQs)

Customer Support

How quickly can you answer my question?

We aim to respond to all messages within 24 hours, Monday to Friday (excluding holidays). Messages are answered in the order they are received.

Orders & Delivery

How long does it take to receive my order?

Total delivery time = processing time + shipping time

Processing time is typically 1–3 business days. Orders placed after 2:00 PM GMT are processed on the next business day.

Shipping time is usually 5–10 business days.

This results in a total delivery time of approximately 6–13 business days.

  • Our warehouse operates Monday–Friday (excluding public holidays).
  • Large orders may require additional processing time.
  • All delivery times are estimates based on past order data.

Will I receive my order in one package?

Depending on the size of your order, items may be shipped separately. Packages may arrive 1–2 business days apart.

Shipping Information

What are the shipping costs?

Shipping is free within the United Kingdom for all orders.

Tracking & Delays

When will I receive tracking information?

You will receive a tracking email within 24 hours after your order has shipped. You may track your order on our Track My Order page.

The expected delivery time has passed. Where is my order?

Delivery times are estimates and can be affected by courier delays, high seasonal volume, or other external factors.

If your order is significantly delayed, please contact us and we will assist you promptly.

Damaged or Missing Items

I received a damaged item. What should I do?

Please contact us immediately at support@caliora.co.uk with your name and order number so we can resolve the issue as quickly as possible.

What if an item is missing or damaged in my order?

If an item is missing or arrives damaged, contact us right away at support@caliora.co.uk. We are here to help.

Returns & Exchanges

How can I return a product?

We offer a 30-day return policy, starting from the day your entire order is delivered.

Returned items must be in good condition (new or slightly used) and include their original packaging.

To start a return:

  1. Download and complete the Return Form, and include it in your package.
  2. Email us at support@caliora.co.uk to receive your prepaid Royal Mail return label.
  3. Drop off your package at any Royal Mail Service Point.

Returning your order is completely free.

Please note: Returns cannot be accepted without prior approval.

Do I have to pay for return shipping?

No — return shipping is completely free.

Can I exchange an item?

Yes, we offer exchanges on all orders. Please contact our customer service team to begin the exchange process.

Refunds

When will I receive my refund?

Once we receive and inspect your return, we will notify you. If approved, your refund will be issued to your original payment method within 5 business days.

Your bank or card provider may require additional time to post the refund.

If you need further assistance, please contact us:

Address: Tuin van Ozon 4, 1705 TG Heerhugowaard, Noord Holland, Netherlands
Email: support@caliora.co.uk
Telephone: +31 85 060 8299

Chamber of Commerce number: 93727615
VAT number: NL866506147B01
Company name: JT Ecom B.V.
Store name: Caliora

Customer support operating hours:
Monday–Friday: 8:00 AM–6:00 PM GMT
Saturday–Sunday: Closed
Public holidays: Closed