SHIPPING & RETURNS

 

Customer Service:

Our customer service team is available by email or phone during regular business hours to answer questions about fit, style, and to guide you through the shopping process.

Email: info@calledelmar.us

Phone: + 1 323 541 5212

Calle Del Mar

3418 Glendale Blvd 

Los Angeles, CA 90039 

Shipping:

WE SHIP EVERYWHERE!

Calle Del Mar offers complimentary ground shipping on all orders over $200 USD within the United States.  Shipping Discounts will be applied at check out.  For international orders, shipping is calculated at check out.  Once you have placed your order, please allow 1-3 business days for us to process & ship your order.  If you select rush shipping, your order will be pushed to the front of the line and processed as soon as possible.  Once your package has been dispatched you will receive an automatic email with your tracking number.  Orders placed after 12PM on Friday will begin processing Monday (excluding holidays).

Domestic:

Domestic orders are shipped using UPS Ground.  Your package is expected to arrive within 2-5 business days of ordering (depending on location).  If you live at an address that is not secure and requires a signature, you must notify us immediately via email upon placing your order.  We can offer signature-required deliveries upon request.  Expedited shipping will be at the customer's expense.  Please note: we are not responsible for any lost or damaged packages.  Please notify us and the courier immediately if there is an issue with your order and we will do our best to assist you.

International:

We offer international shipping through UPS Express Worldwide Saver & DHL Express.  UPS typically delivers packages within 5-7 business days (depending on your location).  DHL Express typically delivers packages within 2-5 business days (depending on your location).  Please note: we are not responsible for any lost or damaged packages.  Please notify us and the courier immediately if there is an issue with your order and we will do our best to assist you.  Customs & duties fees can occasionally occur and are the responsibility of the customer.   

Returns & Exchanges:

Items purchased on our online store are eligible for free returns within 10 days of delivery.  Items must be in original condition, unworn and unaltered, with original packaging and tags attached.  We will not accept items returned with accidental markings from trying on, such as deodorant stains and jewelry pulls.  Items may be returned for exchange or store credit only.  We do not offer refunds at this time.  All exchange and return requests must go through email referencing your order number and reason for the return/exchange, and our customer service team will get back to you within 1-2 business days.  If you are based in the US, we will provide you with a return label.  We are unable to provide labels for international returns at this time.  Upon receipt of your return, items will go under a standard quality check and a credit will be issued via email that can be used towards your next purchase.  All items must be sent back within 10 business days.  Any returns that are requested or received after 10 days are final sale.  If you chose to exchange for store credit, store credit is valid for 3 years from the date it is issued.  Please note: we can only accept exchanges and returns from items purchased directly from our online store.  If you provide us with an invalid order number, you will be required to share additional information such as proof of purchase, email, and name on order. 

Studio Pulls:

Please note: we have the right to decline returns if item(s) are purchased by a sole proprietor or company we suspect has used the item(s) in a studio pull, inspiration purchase, or costume department. For all studio pulls, please contact press@calledelmar.us.

Payment Methods:

Disclaimer:

Our garments are hand made using a series of specialty techniques such as hand loom knitting & hand crochet.  All of our colors are custom dyed & our notions are carefully hand selected.  There may be slight variations in texture; this is part of each garment's unique character.  Please be careful when wearing jewelry to protect the products' delicate nature and to extend their longevity.  Please wear liners or undergarments when trying on our panties & bodysuits.  To ensure your garment's long life, store flat and do not hang. 

We are not responsible for the following: any items damaged, snagged or stained during try ons or any items purchased through 3rd party retailers. If you purchased a Calle Del Mar piece from another retailer, please consult that retailer’s applicable policies. We are not responsible for items purchased from other retailers.

Alternations & Repairs:

Fit & quality is extremely important to us and an integral part of our brand.  Repairs are approved on a case by case basis.  If you have a garment that needs additional mending or repairs, please inquire via email and we will do our best to assist you.

Incomplete & Incorrect Orders:

All orders are carefully packed and shipped by our small team in our Los Angeles studio.  All items undergo a series of quality checks post-production and prior to shipping.  If you received an item in error or a missing item from your order, please contact customer service and our team will review and correct as soon as possible.  If one or more item(s) in your purchase is a pre-order item, we may separate your shipment into multiple deliveries.  If you made an error to your address and wish to alter or cancel your order, please contact customer service via email within 30 minutes of placing your order.  Every effort will be made to accommodate the cancellation or changes as long as it has not yet been processed or dispatched.

Visit Us:

Our Los Angeles showroom is available for private in-person shopping by appointment only.  

To make an appointment, please email us at info@calledelmar.us.  Let us know what pieces you are interested in and your preferred sizing.  Please note: we require 24-hour notice of rescheduling and/or cancellation. Due to the COVID-19 pandemic, masks are required and all purchase made in-person are final sale.

If you are unable to visit us in person but are located in Los Angeles, we occasionally are able to offer same day at-home try-on packages.  The customer will be responsible for messenger fees.  For more information, please email info@calledelmar.us.

Pre-Orders & Custom Orders: 

Occasionally when an item is in high demand, we will put it up for pre-order.   All pre-orders are for items that are currently in production and will ship as soon as they arrive.  The estimated window for your delivery will be listed on the page of the respective product.  If you need your item expedited by a certain date, please email customer service and we will do our best to accommodate. All custom orders are final sale.

The Calle Del Mar team welcomes inquiries about custom orders & projects. Eyeing a product that is sold out?  Occasionally, if we have yarn in stock, we can create a custom order for you or reserve a size on our next restock.  Delivery times are subject to each individual request.  For more information, please email customer service.