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Returns & Refunds

Returning items

  • You can return items bought on sale within 14 days from receiving it. 
  • Make sure all products are exactly as you received them, including tag, dust bag, labels or similar. If returning shoes, the shoe box should also be returned.
  • We deduct a fee of 150 NOK on your refund when you return item(s) in NORWAY. 
  • We deduct a fee of 300 NOK on your refund when you return item(s) in EU
  • We deduct a fee of 400 NOK on your refund when you return item(s) outside EU.
  • Note that if you paid a shipping fee when you placed your order, this will not  be refunded when returning your order.

    Can I exchange to another product?

    At the moment exchange is not possible. If you want to get a different item, or change original item to a different size or color, please place a new order at calajade.com. The refund for the original order will be processed as soon as the parcel has arrived at our warehouse.


    The refund is made using the same payment method used at purchase. If you choose to withdraw your purchase, Cala Jade will issue a refund of the amount including the shipping cost only if the shipment has not been sent. If the shipment already is sent and the customer has received a confirmation mail regarding this, Cala Jade will only issue a refund of the amount excluding shipping cost when the shipment is returned.
     
    If the item is returned due to a claim, the full amount including shipping costs will be refunded. Please note that Cala Jade only issues a full refund if the product/s is in the same condition as at the time of delivery, with tag and seal still attached. A deduction of the value might be made if the return shipment is not marked correctly and VAT related costs were charged to us.

    We do not offer exchange. You can return the item you don’t want and purchase a new one. We are always happy to help with the decision process if you are in doubt!

     
    How do I return?

    INTERNATIONAL CUSTOMERS:

    Note: We do not offer free return. Shipping fee will not be refunded when returning your order.

    Please send an email to shop@calajade.com with your order number to get an UPS return label and instructions. 

    Orders returned with other delivery companies which require payment to pick up will not be picked up. 

    NORWEGIAN CUSTOMERS:

    Note: We do not offer free return. Shipping fee will not be refunded when returning your order.

    STEP 1

    Fill in the return form included with your order. If you didn't receive a return shipping label, contact Cala Jade by chat or email to shop@calajade.com and we will help you. Note that Norwegian customers can return the item physically in our store - see address below.

    STEP 2
    Pack your order with the filled out return form in the original shipping box or equivalent. Make sure all products are exactly as you received them, including tag, dust bag, labels or similar. If returning shoes, the shoe box should also be returned.

    Tape the return shipping label on the box and hand in at your local delivery point. Customers are advised to obtain proof of postage when returning goods. Cala Jade cannot be held responsible for returned goods being lost in transit without proof of postage. 

    STEP 3
    Once we have received your returned item(s) safe and sound, repayment will be made within 14 (fourteen) days on the same payment method from which the order was originally paid. Shipping fee of 80 NOK (Norway) / 300 / 400 NOK (international orders) will not be refunded. We reserve the right to refuse any returns that are damaged, soiled or altered, and in the case the package may be sent back to the customer.


    Return address:
    Cala Jade, Bygdøy Allé 7, 0257 Oslo, Norway
    Note that Norwegian customers can return the item physically in our store.

    NEED HELP OR HAVE QUESTIONS?

    If you have any questions, we'll be happy to answer your emails at shop@calajade.com.