Shipping policy
Shipping destinations and charges
callura offers free standard shipping on all orders delivered to Canada and the United States. No minimum purchase is required.
We also ship to selected European countries available at checkout. European shipping charges are displayed before you complete your purchase.
Free standard shipping covers delivery charges only. Applicable sales taxes, import duties and other customs charges are separate, as explained below.
If an express shipping option is available, its additional charge will be displayed at checkout.
Where orders ship from
Canadian orders ship from our Canadian warehouse.
United States orders may ship from our US or Canadian warehouse, depending on product availability.
European orders ship from our Canadian warehouse.
Orders may arrive in separate packages. We do not charge additional standard shipping fees for split shipments to Canada or the United States.
Order processing
In-stock orders normally ship within 1–2 business days after payment confirmation. Business days exclude weekends and public holidays observed by the fulfilling warehouse.
Custom-made pieces, personalized items and preorders have separate processing timelines disclosed before purchase. Any material change to an agreed timeline will be communicated to you.
Processing time is separate from the carrier’s delivery time.
Delivery and tracking
We use carriers including Canada Post, UPS and USPS. The carrier and service depend on the destination and shipment requirements.
Delivery estimates are provided with the available shipping options before purchase. Carrier estimates are not guaranteed arrival dates unless expressly identified as guaranteed.
Weather, customs inspections, holidays and carrier disruptions may affect delivery. If a significant delay occurs, please contact us so we can assist. Nothing in this policy limits your legal rights concerning late or undelivered orders.
When your order ships, we send a shipping confirmation with tracking information for tracked services. Tracking updates may take time to appear after a label is created.
International duties, taxes and customs charges
Orders crossing an international border may be subject to import duties, taxes or carrier customs-clearance fees.
Before you complete your purchase, we will disclose whether applicable import charges are included, collected at checkout or payable upon delivery. Where a charge cannot reasonably be calculated in advance, we will disclose that it may apply.
Free shipping does not mean that import charges are included. Charges collected at checkout should not be collected again upon delivery. If you receive an unexpected request for payment, contact us with the order number and the carrier’s notice so we can investigate.
We declare shipments accurately and cannot mark purchases as gifts or understate their value.
Delivery addresses and changes
Please check your delivery address carefully before placing your order.
If you need to correct an address, contact studio@callura.com as soon as possible. We will try to assist, but changes may not be possible once fulfillment has begun.
If a shipment is returned because of an incorrect or incomplete address supplied by the customer, or because it was not collected, we will contact you to discuss the next steps. Any proposed reshipping charge will be disclosed and agreed before reshipment.
If the delivery problem results from our error, we will cover the necessary corrective shipping costs. Your applicable consumer rights remain unaffected.
Delayed, missing or damaged shipments
If your order is delayed, appears lost or is marked delivered but cannot be found, please contact studio@callura.comwith your order number. We will investigate with the carrier and arrange an appropriate resolution.
A “delivered” tracking scan does not automatically end our investigation or remove your legal rights.
Please report visible damage, incorrect items or missing contents within 48 hours of delivery where possible, and retain the packaging and photographs if available. This helps us investigate promptly. The 48-hour request does not remove your rights concerning defects or problems discovered later.
Returns and return shipping
Returns are governed by our Return and Refund Policy, including eligibility and final-sale exceptions.
Customers pay return shipping for eligible change-of-mind returns. Where an item is defective, damaged or incorrect, callura covers the necessary return or replacement shipping, subject to applicable law.
For eligible refunds on orders originally delivered with free standard shipping, we do not retroactively deduct the original standard shipping cost.
Please contact us before sending a return so we can provide the correct instructions and return location.
Contact
For shipping questions or assistance:
MICALLA callura inc.
Email: studio@callura.com
21 Bd Saint-Joseph
Lachine, QC H8S 2K9
Canada