Frequently Asked Questions (FAQ)
Frequently Asked Questions
Find answers to common questions about orders, shipping, returns, and more.
📦 Orders & Shipping
Where do you ship?
Currently, Calenvi ships exclusively to the United States. We offer free standard tracked shipping on all orders with no minimum purchase required.
How long does shipping take?
Orders are processed within 3 business days (Monday–Friday, excluding holidays). After processing, delivery takes 1–9 business days, resulting in a total estimated delivery time of 4–12 business days depending on your location.
How can I track my order?
Once your order ships, you'll receive a confirmation email with a tracking number and link. Please allow up to 48 hours for tracking information to update.
What if my order doesn't arrive?
If your order is marked as delivered but you haven't received it, please contact us at contact@calenvi.com and we'll assist you in resolving the issue.
🔄 Returns & Refunds
What is your return policy?
You may return items within 30 days of delivery if they are unused, unworn, and in original packaging. You must contact us first at contact@calenvi.com before sending any returns.
How do I start a return?
Email us at contact@calenvi.com with your order number, reason for return, and photos if applicable. We'll provide you with the return address for our U.S. returns center once approved.
Where do I send returns?
All returns are processed through our U.S. returns center. The return address will be provided after your return request is approved. Do not send returns to our Spain business address.
How long do refunds take?
Once we receive and inspect your return, approved refunds are processed within 5–10 business days to your original payment method. You'll receive a confirmation email when the refund is completed.
Are shipping costs refundable?
Original shipping costs are non-refundable. Customers are responsible for return shipping costs unless the item is defective or incorrect.
Do you offer exchanges?
We don't offer direct exchanges. If you'd like a different item, please return the original product and place a new order.
đź’ł Payment & Security
What payment methods do you accept?
We accept all major credit cards and secure payments through Shopify's approved payment providers. All transactions are protected with SSL encryption.
Is my payment information secure?
Yes! We use SSL encryption and secure payment processing. We never store full credit card numbers on our servers.
🛍️ Products
What products do you sell?
Calenvi offers a curated collection of premium handbags, tote bags, crossbody bags, jewelry (bracelets, necklaces), and fashion accessories designed for modern, elegant style.
Are product colors accurate?
We make every effort to display accurate product images. Slight variations in color may occur due to screen settings or lighting conditions.
What if I receive a damaged or incorrect item?
If your order arrives damaged, defective, or incorrect, please contact us within 7 days of delivery at contact@calenvi.com with your order number and clear photos. We'll offer an appropriate solution.
đź“ž Contact & Support
How can I contact customer support?
Email: contact@calenvi.com
Phone: +49 178 244 3202
Support Hours: Monday–Saturday, 10:00–18:00 (CET)
We aim to respond within 24–48 business hours.
Where is Calenvi located?
Calenvi is registered in Spain at Almanzora 8, Puente del RĂo, 04779 Adra, AlmerĂa. However, all product returns are processed through our U.S. returns center.
đź”’ Privacy & Data
How do you protect my personal information?
We use SSL encryption and secure processing methods to protect your data. We never sell or rent your personal information. For full details, see our Privacy Policy.
What are my GDPR rights?
As an EU resident, you have the right to access, correct, delete, or request a copy of your data. To exercise your rights, email contact@calenvi.com.