Last updated: 11 August 2026
At Calden Label, we do everything we can to ensure our customers are satisfied. However, if you wish to return a product, please read our Returns Policy below. We are always happy to help—if you are unsure about anything, please contact us first at info@caldenlabel.com.
1. How We Operate
Calden Label operates using a direct-from-supplier fulfilment model. To reduce waste and minimise our environmental impact, we do not hold large amounts of stock. Products that are not held in stock are shipped directly from our supplier, located in China.
As a result, returned items must also be sent to our supplier's return address in China.
2. Return Period and Request Process
You may request a return within 14 days of receiving your order by contacting info@caldenlabel.com.
Please note:
A return request can only be made after you have physically received the item.
You must include your order number and a valid reason for the return.
Once your request has been approved, we will provide you with our supplier's return address.
3. Return Conditions
A valid reason for the return is always required.
Items must be unused, unwashed, undamaged and in their original condition, with all tags and labels still attached.
You may try items on, but they must not have been worn.
Sale items cannot be returned without a valid reason.
Deliberately ordering multiple sizes with the intention of returning some of them is not permitted.
Certain items are excluded from returns for hygiene reasons, including underwear, swimwear and jewellery, unless they are unopened and unused.
4. Return Costs and Shipping
All return shipping costs are the responsibility of the customer, including any international postage costs and applicable customs charges.
Returned items must be sent to our supplier's return address in China.
Customers are responsible for arranging and paying for the return shipment.
We strongly recommend using a tracked shipping service. Without valid proof of postage and tracking, we are unable to process your return.
5. Customer-Friendly Alternative Solution
As international returns can be expensive and time-consuming, we are happy to explore a mutually agreeable alternative solution where appropriate, such as a partial refund or discount.
Please contact us first at info@caldenlabel.com before returning any item so that we can discuss the most suitable solution together.
6. Incorrect, Damaged or Defective Items
If there is an issue with your order—for example, the size, fit, quality, or if you received the wrong item—please email info@caldenlabel.com within 14 days of receiving your order.
Your email must include:
Without photographs and a description, we are unable to assess your claim, and no return or refund can be processed.
Once we have received the required information, we will work with you to find a suitable solution as quickly as possible.
7. Refunds
Refunds can only be issued once the returned item has been received and inspected at our supplier's return address in China.
Once approved, we will refund the purchase price within 14 days using the original payment method.
Original shipping charges are non-refundable.
8. Order Cancellations
Cancellation requests must be submitted within 1 hour of placing the order. Please note that cancellation is not guaranteed, as this depends on whether our fulfilment partner has already started processing the order.
A refund request or chargeback must not be initiated before the order has been delivered and received.
If you have any questions or concerns regarding your order, please contact info@caldenlabel.com before opening a chargeback or refund claim with your payment provider.
9. Liability
We are not responsible for lost parcels where the tracking information confirms successful delivery to the address provided by the customer.
Customers are responsible for ensuring that the delivery address provided is correct.
Any errors in the delivery address must be reported within 24 hours of placing the order by contacting info@caldenlabel.com.
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