CUSTOMER SUPPORT
Before contacting us, please check if any of your question may have been already answered in our FAQ down below. If not, and you still have any questions or concerns regarding our products or this website, please contact us at the following e-mail address:
Please note that it may take a few days before you receive a reply. Thank you for your understanding.
NOTE: You will find links to call up our General Termas and Conditions, Cancellation Policy, Model Withdrawal Form and Returns Form as PDF files at the bottom of this page.
FREQUENTLY ASKED QUESTIONS (FAQ)
How can I place an order?
You can add the desired products to your shopping cart by clicking on the corresponding button. You then have the option of starting the order process by clicking on the “CART” button to go to the shopping cart. During the ordering process, you must enter your contact and credit card details and then click on the “PAY NOW” button to complete the order. If you wish to pay with Apple Pay, Google Pay or PayPal, the order will be processed via the checkout terminals of these third-party providers.
How do I find my size?
Visit our SIZING page to see the measurements of our products and the fit of the multiple sizes.
How can I pay?
You can choose one of the following payment options at checkout:
- Credit card (Visa; American Express; Maestro; Mastercard; UnionPay)
- Apple Pay
- Google Pay
- PayPal
NOTE: PayPal is not available for every country. You will see at checkout, wether Paypal is available for your country or not.
How much does shipping cost?
- Germany: 5,50 €
- Other EU-countries: 13,00 € (see full list in our SHIPPING INFO)
- United Kingdom: 16,00 £ (England, Northern Ireland, Scottland, Wales)
- Isle of Man: 16,00 £
- Guernsey & Jersey: 20,00 £
- Australia: 39,00 AU$ (incl. Christmas Islands, Cocos (Keeling) Islands and Norfolk Islands)
- Brazil: 22,50 €
- Canada: 35,00 CA$
- China: 180,00 CN¥
- Hong Kong: 200,00 HK$
- Indonesia: 400.000,00 IDR
- Japan: 3.900,00 ¥
- Macau: 200,00 MOP
- New Zealand: 43,00 NZ$
- Singapore: 34,00 SG$
- South Africa: 22,50 €
- South Korea: 35.000,00 KRW
- Taiwan: 820,00 NT$
- Thailand: 850,00 THB
- USA: 26,00 US$
There is NO free shipping option offered. The product prices listed in the online store do not include the costs for packaging or postage. The shipping costs for packaging and postage are calculated dynamically during the ordering process and displayed as soon as you have entered your delivery address.
See our SHIPPING INFO for more information.
Do the prices include VAT?
The price of the respective goods stated in the online store on the day of the order is valid, is to be understood as the total price, including all price components and does not include VAT in accordance with §19 UStG (small business regulation). Delivery and shipping costs are added to the price of the goods.
What costs may be incurred for international orders?
Import duties may be levied on any deliveries outside the European Economic Area (e.g. fees, import duties, VAT, etc.). They depend on the country of manufacture/origin and the classification of the goods and are levied as soon as your ordered package arrives in your country. Customs clearance procedures for international orders may result in delays beyond the originally anticipated delivery times. CALMECS will not withhold any duties and taxes during the payment process. Furthermore, it cannot be predicted how high the possible duties will be. In the event that such additional duties are incurred, these must be paid, otherwise your parcel cannot be cleared through customs. The customer bears these costs himself and is responsible for properly handling and paying all necessary customs duties, fees and taxes. However, these duties, fees and taxes are not payable to CALMECS, but to the relevant customs or tax authorities. By submitting an order to us, you are deemed the 'importer' and are obligated to follow all applicable laws and regulations in the country where the goods are delivered. We accept no responsibility or liability if you fail to comply with any such laws. For more information, please contact the relevant customs or tax authorities in your country.
Will I receive an order confirmation?
Yes, you will be informed by e-mail that we received your order, shortly after you have placed your order.
How do I receive my invoice?
The invoice will be sent separately by e-mail after you have placed your order and received your confirmation e-mail that we have received your order.
Can I change or cancel my order?
Changes to orders are not possible. Cancellations of orders that have not yet been shipped are only possible if the order has not yet arrived in our shipping department. To do this, please contact us by e-mail at support@calmecs.com.
Can I change my address afterwards?
Only if the package is not yet our the shipping department and you have not yet received a shipping confirmation, is changing your address possible. Please contact our customer service by e-mail at support@calmecs.com with your order number.
IMPORTANT: If the customer or recipient specifies an alternative drop-off location with the shipping service provider, the customer or recipient bears the transportation risk for the parcel after delivery to this drop-off location.
Which shipping service provider is used to send the goods?
We use DHL for all our orders.
When will my order arrive?
Delivery times
- 3-5 working days for: Germany, other EU countries (Malta & Greece 6-7 working days), United Kingdom, Guernsey, Jersey, Isle of Man
- 12-18 working days for: Australia, Brazil, Canada, China, Hong Kong, Indonesia, Japan, Macau, New Zealand, Singapore, South Africa, South Korea, Taiwan, Thailand, USA
ALL delivery times apply from the time the parcel is handed over to the shipping service provider, which is usually 10-14 working days after receipt of the order due to the production time of the goods.
Note: If shipments are sent to islands or remote areas, longer delivery times than those specified by us can be expected, in individual cases over 30 working days are possible. In addition, delivery to metropolitan areas is usually faster than to more rural areas, which is also influenced by the distance from the German delivery location to the destination country. Stay updated and track your order by visiting: https://www.dhl.com/global-en/home.html.
How can I track my order?
You will receive a tracking number by e-mail as soon as your order is dispatched. Track your order by visiting: https://www.dhl.com/global-en/home.html.
When do I submit a binding offer?
By sending the order via the CALMECS website, you submit a binding offer to CALMECS to purchase the products contained in the shopping cart. CALMECS will immediately confirm receipt of your order automatically by e-mail. This automated order confirmation from the store system does not constitute acceptance of the offer, but merely serves to inform you that we have received your order.
When do we accept your offer?
After an inventory check, the offer is accepted and the contract between CALMECS and you is concluded by an express declaration of acceptance by e-mail or by sending the ordered goods to you. CALMECS reserves the right to accept the contractual offer submitted via the CALMECS website within 5 days of receipt of the offer, either by sending the ordered goods or by an express declaration of acceptance. The purchase contract is only concluded with this separate declaration of acceptance or with the receipt of the goods within the specified period. Invoicing is also deemed to be a declaration of acceptance of the offer. If both of the above options are available at the same time, the contract is concluded at the point in time at which one of these options occurs first. The period for acceptance of the offer begins on the day after the offer is sent by you and ends at the end of the fifth day after the offer is sent. If we do not declare acceptance of your offer within the aforementioned period, this shall be deemed a rejection of the offer. In this case, you are no longer bound by your declaration of intent.
When are payments due?
Unless otherwise stated, payments are due from you within 14 days of conclusion of the contract at the latest. Your account will be debited after the payment transaction has been completed.
How long do the goods remain the property of CALMECS?
The delivered goods remain the property of CALMECS until the purchase price has been paid in full.
My order did not arrive on time?
We make every effort to adhere to the delivery times specified by us as far as possible. However, delays cannot be ruled out. Delays can be caused, for example, by shipping service providers, traffic conditions, bad weather or problems with the receiving address.
You can keep up to date with the status of your shipment using the shipment tracking function.
Note: If shipments are sent to islands or remote areas, longer delivery times than those specified by us can be expected. In addition, delivery to metropolitan areas is usually faster than to more rural areas, which is also influenced by the distance from the German delivery location to the destination country.
If you have any other questions, you can contact us by email at support@calmecs.com.
My order did not arrive in full. What should I do?
If you have ordered multiple items, it may occur that items of your order are sent separately. Therefore, please check your e-mail folder to see if there still parts of your order on the way to you. If this is not the case, please contact us by e-mail at support@calmecs.com with your order-number and the items you are missing.
How should the items be washed?
Washing instructions can also be found on a label inside the product. As a general rule for all our products:
- Wash with similar colors
- Prints should not be ironed
- Wash and iron inside out
- Wash at 30°Celsius
- Do not bleach
- Do not put the T-Shirt in the dryer
- Ironed at low heat
- Do not dry clean
How does a return work?
In short:
- You have to notify us within 14 days of receipt of your order that you make use of your right of withdrawal.
- Fill out our returns form & send it with your order back to us.
- Wait until your order is checked by us and get your money back.
For the detailed procedure and alle the necessary requirements visit our RETURN page for all information. You will also find there the necessary withdrawal form and returns form.
How long do I have to make a return?
If the consumer informs CALMECS of the revocation of the contract, the consumer must hand over or return goods to CALMECS without delay and in any case within fourteen days at the latest, which can be returned by post (including parcel service providers) due to their nature. If the goods are dispatched by the consumer before the expiry of the fourteen-day period, the deadline shall be deemed to have been met. Direct costs incurred for the return of the goods shall be borne by the consumer.
Where can I find information on data protection?
Only the data protection provisions of the separate privacy policy published on our website apply. The privacy policy can be found in German at https://calmecs.com/de/pages/datenschutz and in English at https://calmecs.com/pages/data-protection.
LINKS TO PDF FILES
CALL UP GENERAL TERMS AND CONDITIONS AS PDF
CALL UP CANCELLATION POLICY AS PDF
CALL UP MODEL WITHDRAWAL FORM AS PDF
CALL UP RETURNS FORM AS PDF
NOTE: The PDF files can be opened using the free "Adobe Reader" program, which is available on the Internet at https://get.adobe.com/reader/.
UPDATED: SEPTEMBER 2024