faq

1. PURCHASE, PAYMENT AND CONDITIONS OF SALE

How do I search for a product?
You can search for a product on our website by surfing the catalogue, which is divided into categories, each with a list of related products. Clicking on one of the products shows a detailed product file containing one or more images that can be enlarged, the price, a description, technical information, colours and the number available.

How do I add a product to my basket?
From the product file, select the quantity and click on "Add to basket".

How do I know I’ve ordered correctly?
You will see a message showing that your order has been sent successfully. In the course of a few hours you will receive an email confirming that your order is being dealt with. If you are registered with us you can access your personal area and check the status of your orders.

Which methods of payment do you accept?
You can choose to pay by various methods on our website.
Choose the one that suits you best from:
• PayPal and credit card on the PayPal circuit;
• bank transfer;

Is it safe to use my credit card on your website?
Purchasing by credit card on our website is safe because your card data is managed exclusively by the PayPal circuit, which is one of the most secure recognised payment systems currently available.

Why was my credit card declined?
Your credit card is generally declined for one of the following reasons:
• the data requested for payment does not match your credit card data;
• you have not activated your security code (some credit cards require an additional security code, supplied by the bank, which must be entered to confirm payment);
• you have exceeded your credit card limit;
• the credit limit for this period of time may have been exceeded or your card may be out of date;
• if you think there may be any other problems, please contact your credit card issuer.

Where can I check my order status?
Access your personal area with the username (e-mail) and password you chose when you registered.

Can I purchase something for a friend who lives in another country?
You can purchase products to be sent to other countries, but the product price will be that of the country of destination.

Can I pay with a discount code?
Of course, you can also pay using valid Discount Codes or Coupons supplied by our website. If you have a Discount Code or Coupon, enter the alphanumeric code in the correct field in your order summary and the total amount will be adjusted accordingly.

Do prices include VAT?
Yes, shop prices include VAT where applicable.

What are the terms and conditions of sale?
You will find all our shop’s terms and conditions of sale in the page: Conditions of sale.

2. DELIVERY, CANCELLATION, REPLACEMENT AND RETURNS

Which courier do you use for deliveries?

The courier may vary according to the order destination. The delivery methods are as follows:

Italy and inside the UE

• Express delivery: 2-3 working days.

• Standard delivery: 4-5 working days.

Outside the EU

• Express delivery: 3-5 working days.

• Standard delivery: 6-7 working days.

What are the delivery costs?

Delivery costs vary according to destination and the quantity of goods purchased and are clearly shown in real time during purchase and in the order summary.

May I cancel an order?

An order can be cancelled before our warehouse has begun the delivery process, of which you will be notified via e-mail. If the order has already been sent you can return goods ordered within 14 working days from the day of receipt.

You can inform us that you want to return goods by:

- telegram

- fax: +39 (0422) 828774

- e-mail: shop@calicant.us

All delivery charges for returned goods are the responsibility of the purchaser. Items returned will not be accepted unless they are intact and in perfect condition, with the original packaging (closed and with delivery seal). Items should be sent to:
AKU Italia
Via Schiavonesca Priula, 65
31044 Montebelluna (Treviso), Italia
Fax: +39 0423 303232

 

Reimbursement for returned articles will be made by bank transfer within 30 days of receiving the returned item. Articles that are incomplete, worn, damaged or dirty due to the customer’s fault will not be reimbursed and will not be eligible for credit to the value of the initial order.

How can I return an order?

Customers have the right to return orders (without giving a reason) within 14 working days of receiving the items.

You can inform us that you want to return goods by:

- telegram

- fax: +39 (0422) 828774

- e-mail: shop@calicant.us

All delivery charges for returned goods are the responsibility of the purchaser. Items returned will not be accepted unless they are intact and in perfect condition, with the original packaging (closed and with delivery seal). Items should be sent to:
AKU Italia
Via Schiavonesca Priula, 65
31044 Montebelluna (Treviso), Italia
Fax: +39 0423 303232

 

The courier will collect the items upon agreement with AKU by Calicantus S.r.l.

Reimbursement for returned articles will be made by bank transfer within 30 days of receiving the returned item. Articles that are incomplete, worn, damaged or dirty due to the customer’s fault will not be reimbursed and will not be eligible for credit to the value of the initial order.

Can I exchange a product?

You can exchange product by returning it within 14 working days of receiving the items.

You can inform us that you want to return goods by:

- telegram

- fax: +39 (0422) 828774

- e-mail: shop@calicant.us

All delivery charges for returned goods are the responsibility of the purchaser. Items returned will not be accepted unless they are intact and in perfect condition, with the original packaging (closed and with delivery seal). Items should be sent to:
AKU Italia
Via Schiavonesca Priula, 65
31044 Montebelluna (Treviso), Italia
Fax: +39 0423 303232

 

The courier will collect the items upon agreement with AKU by Calicantus S.r.l.

Once the product has returned to the warehouse and has been inspected and we have ensured that the criteria for returns listed above have been met, we will contact you to inform you of the procedure for replacing the product.

3. DATA PROTECTION AND SAFETY

What is your shop’s data protection policy?

You can consult our data protection policy in this page: Privacy Policy.

Where can I change my registration info?

Access your personal area with the username (e-mail) and password you chose when you registered.

What do I do if I forget my password?

You can recover your password by following the steps shown on the Enter page. You will find a Forgotten your password? link next to the fields where you enter your username (e-mail) and password.

Who can I contact about your data protection policy?

For any questions about data protection, contact: shop@calicantus.eu.

4. WARRANTY AND RETURNS OF DEFECTIVE GOODS

What can I do if the purchased product is defective?

According to Consumer Rights, we hereby confirm how to proceed with requesting an authorization for returning faulty products.

Instructions:

a) A Returns Authorization is given when a claim is made for defective / wrong product.

b) A Return can be made only across the dealer where the product was purchased. If this should not be possible for any reason, our Customer Service will name another authorized dealer who will take care of the claim.

c) The consumer has to provide a proof of purchase (receipt or confirmation of payment) showing place and date of purchase. Kindly take note that according to current EU legislation (applied in Italy) warranty is applicable for claims made within two years from the date of purchase.

d) All the above points have to be met in order to proceed with requesting a Returns Authorization.

How can I speed up my claim request?

The consumer can send some photos of the defective product directly via email to shop@calicant.us (one of the pair of shoes, one of the out soles and one specifically of the defect, if visible) so that the claim can be checked in advance. Please add the proof of purchase (receipt or confirmation of payment) to the email.

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eShop Partner: Calicantus s.r.l. P.Iva IT 03757590272