Returns & Exchanges

We hope you love your Calou order. If something is not quite right, you are welcome to return or exchange eligible items according to the terms below.

Returns

• Items can be returned within 30 days of the order date, or within 30 days of receiving pre-ordered items
• Returned items must be unworn, unused, undamaged, and in their original condition
• Items discounted by 40% or more are not eligible for a refund and may only be returned for store credit

Exchanges

• If your shoes do not fit, we are happy to offer an exchange for another size, provided the item is still unworn
• Free size exchanges are available for Sweden and EU customers when exchanging the same style and color
• Exchanges are only available for full-price items
• For exchanges to a new style or color, the original item must be returned and a new order placed
• If you choose store credit in the return portal, return shipping will be free

How to return or exchange an item

Sweden / Europe

1. Register your return in our return portal to create a return label 
2. Pack the unworn shoes in their original shoebox and outer packaging
3. Seal the parcel properly
4. Drop it off at a DHL Service Point using the provided label

USA / Worldwide

1. Register your return in the return portal and create both a return label and customs invoice
2. Pack the unworn shoes in their original shoebox and outer packaging
3. Attach the return label and customs invoice over the original shipping label
4. Drop off the parcel at a FedEx Access Point or arrange a FedEx pickup

Return shipping fees

• Sweden: 89 SEK
• EU: 15 EUR
• Norway: 170 NOK
• UK: 20 GBP
• Switzerland: 20 EUR
• USA: 20 USD
• Rest of world: 36 EUR

Refunds

• Refunds are issued to the same payment method used for the purchase
• Original shipping costs are not refunded
• Refunds are processed within 3–5 business days after we receive and approve the return
• You are responsible for the condition of the returned item until it reaches us

International returns

For returns from countries outside the EU, we recommend notifying your local customs authorities that the shipment is a return of unwanted goods, to help avoid unnecessary duties or taxes.

Please note:

• Calou cannot refund any import duties or taxes that were not included at the time of purchase
• For USA, UK, Norway and Switzerland, import duties are included in the prices shown at checkout

Uncollected or refused deliveries

If an order is not collected, or if delivery is refused at the destination, an additional handling fee of 30 EUR / 30 USD / 30 GBP may apply, excluding the original shipping and return shipping costs. This fee covers the cost of return handling.