Frequently Asked Questions (FAQs)

How quickly can you answer my question?

We aim to respond to all inquiries as quickly as possible. Messages and emails are answered in the order they are received. You can expect a response within 24 hours, Monday to Friday (excluding holidays).

How long does it take to get my order?

Total delivery time = processing time + delivery time

Once your order is placed, the processing time is usually 1-3 business days . Orders placed after 00:00 EET will be processed the next business day.

Once your order has been processed and delivered to the courier, the estimated delivery time is 1-5 business days.

Note:

  • Our warehouse is open Monday–Friday, except for major holidays.
  • For large order quantities, there may be minor delays in processing and delivery.
  • All estimated/typical delivery times are based on actual data from past orders.

These times are for guidance and reference only.

Will I receive my order in one package?

Depending on the size of your order, it may arrive in separate packages. These packages can arrive 1–2 business days apart.

When will I receive tracking information for my order?

Once your order has shipped, you will receive a tracking email within 24 hours. You can track your shipment on our Track My Order page.

The expected delivery time has been exceeded. Where is my order?

Please note that the approximate processing and delivery times mentioned and are for reference only.

Delivery can sometimes take longer than expected. If your package is delayed beyond the usual delivery time, please contact us - we will help you resolve the issue as quickly as possible.

I have received a damaged item. What should I do?

We're sorry for the inconvenience. Please contact us with your name and order number at support@caliora.co.uk and we’ll help resolve the issue.

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

If an item is missing or damaged, contact us immediately at support@caliora.co.uk. We’re here to help.

What are the shipping costs?

Shipping is free within the United Kingdom for all orders.

Do I have to pay for return shipping?

Customers are responsible for the return shipping, unless the product is defective or incorrect.

How can I return a product?

We have a 30-day return policy, which means you have 30 days to request a return from the moment you have received your entire order.

To qualify for a return, the product must be returned in good condition, whether new or slightly used, and accompanied by its original packaging.

If you would like to return an item, please follow this process:

  1. Download and print the Return Form.
  2. Complete the form and include it inside your return package.
  3. Please send your return to the following return address:

    JT Ecom B.V.
    Tuin van Ozon 4
    1705 TG Heerhugowaard
    Noord Holland
    Netherlands
  4. When sending your package, please use a shipping method with Track & Trace.
  5. After posting your return, send the tracking code to our customer service at support@caliora.co.uk so we can track the shipment.

Return shipping costs are the customer’s responsibility.

Exception: If you received an incorrect or damaged item, we will provide you with a free return label via email. We will also cover the return shipping cost.

Please repackage your item(s) securely, preferably using the original packaging. Returns without a completed return form or valid tracking information cannot be accepted.

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 may take additional time to process the refund.

Exchanges

All orders can be exchanged. Please contact our customer service to initiate an exchange.

For further questions, please contact us at:

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