FAQs

1. Orders and Payment

How do I place an order?
Browse our website, add the items you would like to your basket, and follow the checkout steps. You will receive an order confirmation email once your payment has been successful.

What payment methods do you accept?
We accept the secure payment methods shown at checkout, which may include Visa, Mastercard, American Express, Discover, Maestro, Apple Pay, Google Pay, and Shop Pay. All payments are processed in British Pounds (£).

When is payment taken?
Payment is taken in full when you place your order. If payment is declined or unsuccessful, the order will not be processed.

Why has my order been cancelled?
An order may be cancelled if payment cannot be verified, if we believe the transaction may be unauthorised, or if there is an issue with product availability or pricing. Where appropriate, any payment taken will be refunded.

2. Delivery

Do you deliver across the United Kingdom?
Yes. We currently deliver within the United Kingdom, including England, Scotland, Wales, and Northern Ireland.

Do you deliver to PO boxes, BFPO addresses, the Channel Islands, or the Isle of Man?
No. We do not currently deliver to PO boxes, BFPO addresses, the Channel Islands, or the Isle of Man.

Is delivery free?
Yes. Delivery is free on all orders within the United Kingdom. There are no separate delivery or handling charges added at checkout.

How long will my order take to arrive?
Orders are processed within 2 to 3 business days. Transit time is estimated at 5 to 7 business days. The estimated delivery time is 7 to 10 business days from the date of order.

When will my order be processed?
Orders are processed Monday to Friday, excluding UK bank holidays. Orders placed after 4:00 p.m. GMT, at weekends, or on a bank holiday will begin processing on the next business day.

How can I track my order?
Once your order has been dispatched, we will send a confirmation email with tracking details where tracking is available. Tracking links may take a short time to become active.

What should I do if my tracking has not updated?
If there has been no tracking update for 7 business days, please contact us at support@calvure.com with your order number and we will look into it.

Can I change my delivery address after ordering?
Please contact us as soon as possible. We can only make changes before an order has been processed for dispatch. Once an order has been dispatched, we may not be able to change or redirect it.

3. Returns and Refunds

Can I cancel my order?
If your order has not been dispatched, please contact us as soon as possible and we will cancel it and issue a full refund. If it has already been dispatched, you may still have cancellation and return rights under applicable consumer law.

How long do I have to return an item?
Under the Consumer Contracts Regulations 2013, you generally have 14 days from receiving your goods to cancel your order. We offer an extended 30-day return period for eligible items from the date of delivery.

What items can be returned?
Eligible items should be unused, in their original condition, and returned with their original packaging where reasonably possible. They should also include any parts, accessories, or labels supplied with the item.

Which items cannot be returned?
Custom-made, personalised, or made-to-order items, gift cards, and items that have been damaged or altered after delivery cannot be returned unless they are faulty, damaged, or not as described.

How do I request a return?
Email support@calvure.com with your order number, full name, the email address used for the order, and the reason for the return. Please contact us before sending anything back.

Who pays for return postage?
If you are returning an item because you have changed your mind, you are responsible for the return postage cost. If an item is faulty, damaged, or incorrect, we will cover the reasonable return shipping cost.

Do you charge restocking fees?
No. We do not charge restocking fees.

How long do refunds take?
Once your returned item has been received and approved, we aim to process the refund within 10 business days. Your bank or payment provider may take additional time to show the refund in your account.

How will my refund be issued?
Approved refunds are issued to the original payment method used for the purchase.

4. Damaged, Faulty, or Incorrect Items

What should I do if my item arrives damaged?
Please contact us at support@calvure.com as soon as reasonably possible with your order number and clear photographs where available. We will review the issue and provide an appropriate remedy.

What happens if I receive the wrong item?
Please contact us with your order number and photographs if possible. We will review the issue and arrange an appropriate solution, which may include a replacement or refund.

Can I exchange an item?
Yes. Please contact us if you would prefer a different item. Exchanges are subject to availability. If an exchange is not possible, we may offer a refund in line with our Return & Refund Policy.

5. Product Information

Will the product look exactly like the website photos?
We make reasonable efforts to provide accurate product information. However, minor differences in colour, appearance, or finish may occur depending on your screen settings or the nature of the product.

What if there is an error with product information or pricing?
If we discover a significant error after you place an order, we will contact you and explain the situation before taking any further action where appropriate.