Shipping, returns and refunds

Handling time

Orders are picked, checked against the size ordered and packed within 1–2 working days of payment clearing. Orders placed on a Friday afternoon or over a weekend go out on the next working day.

Every pair is checked against its own published measurements before it leaves. That is the step that occasionally adds a day, and it is the step we will not skip.

Where we ship and what it costs

All charges are in USD (United States dollars). Standard shipping is included on orders of USD 149 or more, to every destination in the table.

We do not ship to destinations subject to trade sanctions or export restrictions that apply to us. If an order is placed to such a destination we cancel it and refund in full. See shipping and legal restrictions.

Transit times

The times above are the carrier’s working-day estimates from the day of dispatch, not from the day of order. They exclude the handling time above, and they exclude customs clearance where that applies.

Public holidays in Portugal and in the destination country extend them. We will always tell you if we know a shipment is going to be slow.

The 30-day limit

Where no delivery date has been separately agreed, we deliver without undue delay and in any case within 30 days of the contract being formed, as required by Portuguese law.

If we miss that, you may set an additional reasonable period. If we miss that too, you may terminate the contract and we refund everything you paid, without delay.

Tracking and delivery

Every shipment is tracked. The tracking reference is emailed on dispatch. Deliveries are made against a signature or a carrier-recorded proof of delivery.

We ship to street addresses and to carrier pickup points. We cannot ship to a post office box.

Risk passes to you on delivery, or on delivery to a carrier you appointed yourself.

Duty and import tax

Orders delivered inside Portugal include Portuguese IVA at 23%. Portuguese IVA at 23% is included in the price on orders delivered inside Portugal. Orders delivered outside the European Union are sold without IVA; any import duty or tax charged on arrival is payable by the recipient.

Where duty or import tax is charged on arrival, the carrier collects it from the recipient before release. We have no part in setting it and it is not included in our prices.

Refusing a parcel because of an import charge is not a withdrawal. In that case the parcel returns to us, we refund the goods, and the outbound carriage and any return carriage are not refunded.

Returning something

You may return any item within 14 days of delivery under your right of withdrawal, with no reason required. The full statutory description of that right, and the model form, are on right of withdrawal.

1. Email support@caljofrecalcado.baby with your order reference and what you are sending back.
2. We reply with a return reference and the return address.
3. Pack the pair in its box, put the box inside an outer carton, and write the return reference on the outside. A shoe box used as the outer parcel arrives damaged and reduces what we can refund.
4. Send it within 14 days of telling us, using a tracked service. Keep the receipt.

Return postage is yours to pay on a change-of-mind return. It is ours on a faulty or incorrect item.

Returns are received at CALJOFRE - FABRICA DE CALÇADO LDA, Rua 25 de Abril n.º 124, 4650-128 Idães, Felgueiras, Portugal. Please do not send anything back without a return reference — an unreferenced parcel can take considerably longer to match to an order.

Condition on return

Try them on carpet indoors. You may handle and try the goods as you would in a shop, and on carpet a new sole stays unmarked.

• A pair showing outdoor wear on the sole has been used beyond establishing its nature and characteristics. We may reduce the refund to reflect the loss in value, or decline the return.
• Please include the box, the dust bag and any tags. We do not refuse a refund only because the box is missing, but it does reduce what we can recover.
• Insoles, heel grips and care products must be unopened. An applied adhesive heel grip cannot be resold.

A pair returned as faulty is assessed under the guarantee instead, and none of the above applies to it.

Refunds

• We refund the price of the goods plus the standard outbound delivery charge you paid.
• Where you paid for express delivery, we refund the standard rate rather than the premium you paid for speed.
• Where a discount code was used, we refund what you actually paid.
• Refunds are made by the same means you paid, within 14 days of us being told of your decision. We may hold the refund until the goods are back with us, or until you show they have been sent.
• Once we release a refund, how quickly it appears is your card issuer’s timing, usually three to ten working days.
• There is no restocking fee and no handling charge on any return.

Faulty or wrong items

If a pair is faulty, or is not the item you ordered, we pay the return carriage and you get a repair, a replacement, a price reduction or a full refund as set out on the guarantee page. The legal guarantee runs for 3 years, well beyond the withdrawal period.

Send photographs first. Most faults are identified from a photograph and the pair never has to travel.

Cancelling before dispatch

Tell us before the order has been dispatched and we cancel it outright and refund in full, with nothing to send back. We can usually stop an order for several hours after it is placed, and always before the end of the handling window.

After dispatch, the withdrawal procedure above applies instead.

Lost or damaged in transit

If a tracked parcel has not moved for five working days, or arrives damaged, tell us. Keep the packaging and photograph it. We open a claim with the carrier and, at the same time, either resend the order or refund it — we do not make you wait for the claim to conclude.