Order & Delivery

Delivery information

Orders are dispatched from Monday to Friday between 9am and 6pm (GMT+7). All applicable delivery options and their respective costs for your order and your country will be calculated and displayed at checkout.

We will ship your order via DHL, which may take around 2-10 business days to arrive depending on the destination country.

Note: we may need an extra processing time of 5-7 business days in case we run low on stocks for your order.

How can I track my order?

Once your order has been dispatched from our warehouse you will receive a delivery confirmation email with your tracking number. Please give the carrier 1-2 business days to update the delivery status of your order.

Can I change my delivery address?

If you want to change your delivery address, please contact us as soon as possible BEFORE your order is shipped. Once your order leaves our warehouse, it'd be impossible to change the delivery address.

Note: You must contact us via the same email address you used to place the order. Please also make sure the new delivery address is fully complete (house number, street, zipcode, etc.). We will not be responsible for re-delivery costs or lost orders if your delivery details are incomplete.

Can I change my order?

If you need to make changes to your order, don't hesitate to get in touch with us at support@calistaofficial.com as soon as possible after the order is placed and we will try our best to assist you. We will only assist you to change your order in these situations:

• Remove duplicate items.
• Add more items.
• Increase an item’s quantity.
• Change your shipping address.
• Change your email address/phone number.
• Customize an item (extra fee might be applied)
• Change your size

*In case you have a request to change after the order is processed, the request will not be applicable.

Can I cancel my order?

Most of our products are manufactured as soon as possible after placing the order in case of low stock. And we always want to make sure your order will be delivered to you as quickly as possible and try our best to provide you with the most exact appointment schedule. Therefore, all changes and cancellations must be made within 12 hours of order placement. Just send us an email within 12 hours and let us know what you want to change or the reason why you wish to cancel your order.

Customers are encouraged to carefully review their orders before placing them to ensure accuracy and satisfaction. Once an order has been placed and payment has been processed, it enters our production workflow.

Once an order has entered the production phase, it cannot be canceled. This policy is in place to maintain the seamless operation of our production process and to minimize the waste of resources and time.

Duty and Taxes

It might be compulsory for you to pay duties and taxes before you can receive your package. These rates vary by country. Please take note of this extra cost as it is not included with your CALISTA merchandise and delivery charges.

CALISTA is not responsible for any customs handling fees, duties, or taxes that result when your merchandise is imported to your country. You will be the importer of record and will be responsible for all levies, duties, import fees, taxes and other charges. We strongly suggest that you check with your local customs agency to determine the extent of such charges prior to purchase. 

Please note that once the shipment is held at the destination country's customs, if no further process from customers for clearance, the shipment will be disposed as destination policy.

CALISTA is unable to issue credit in case the package is not delivered due to non-payment of fees or non-communication for goods receipt.

What happens if I miss my delivery?

After multiple failed delivery attempts, the parcel may be returned to us or discarded for reasons such as:

• Being unable to contact the recipient
• Incorrect recipient information
• Unpaid import duties & customs
• Refused delivery

We are not responsible if the order is lost on the way back or gets discarded by the carrier. If the returned parcel is received, a refund will not be issued. However, the parcel can be delivered again, but the delivery costs must be covered by the customer.

Customer Non-Communication for Goods Receipt

Customers need to ensure successful delivery by providing accurate and complete contact information. If we are unable to reach you or receive a response regarding the delivery of your goods, we will make multiple attempts to communicate using the contact information provided during order placement. Our communication attempts may include:

• Phone calls to the provided phone number.
• Email notifications sent to the provided email address.
• SMS or other messaging services, if applicable.

If all communication attempts remain unsuccessful within 03 days from the date we notify you, we will put the delivery on hold.

If the customer’s non-communication results in additional costs (e.g., storage fees, redelivery charges), the customer will be responsible for covering these costs before the orders are delivered.

If the customer continues to be non-responsive within 07 days from the date we notify you, we reserve the right to archive the order, and any prepaid fees or deposits will be forfeited.

Effective communication between CALISTA and our customers ensures a seamless delivery process. We would like to encourage our customers to maintain open lines of communication to avoid any inconvenience or additional costs associated with non-responsiveness.

By making a purchase on our website, you acknowledge and agree to abide by this Order & Delivery Policy.

Exchange Policy

Conditions of Exchange Items 

If you would like to exchange an item, you shall notify CALISTA at support@calistaofficial.com within 3 days after successfully delivered (we will use the tracking number to verify the exact date).

Please note that we can only accept your goods if they are sent back in accordance with this policy.

The back goods must be unwashed, unworn with all labels and tags left attached and undamaged. You must please try the garment when you are not wearing fragrance, deodorant, or make-up to avoid leaving marks or scents. Goods will not be accepted if they are sent back in any other condition.

Accessories and tailored, customized, personalized or made-to-order goods are strictly non-exchangeable.

As long as you send the goods back to us in accordance with the Conditions of Exchange Items, We will process an exchange within 14 working days of receiving the goods (not including delivery time). We only accept exchanges once and do not accept returns/refunds.

Exchange Process

You have 03 days from the date of delivery to contact us to request an exchange. Any items sent for exchange must be in accordance with the Conditions of Exchange Items. Please follow the process for Exchange Policy to send back the products to us.

Once received at destination, exchanges will be processed within 14 working days. If the new item costs less or more than the original item, then you will either receive a coupon or a new charge for the difference. You will be notified via an e-mail to proceed with the remaining amount before proceeding with the exchange delivery.

The exchange will not be processed until your package is successfully received by our warehouse.

If the shipment is lost in transit without prior tracking information provided, CALISTA is not responsible for tracking or locating the package. You must take full responsibility for contacting the courier or customs to locate the shipment.

Please note that all costs for two-way shipping, customs fees, and any related duties are the customer's responsibility.

Please note that your exchange parcel must reach us within 30 days from the date of delivery. If not, we reserve the right to discard your exchange request.

Please do not process any exchange without our confirmation. We will not support or exchange the product under this circumstance.

How do I exchange goods bought online?

Please contact our customer care to start the exchange process. Our friendly staff will quickly review your request and respond with further instructions on how to proceed. Please include the following details in your message:

• Order number.
• Proof of purchase.
• Video / photo of the products in their current condition.
• Your complete delivery address.
• Contact phone number.

You may send goods bought online back by post. Items bought online cannot be sent back in-store. Please make sure you send back the goods in accordance with the Conditions of Exchange Items above - we will not be able to accept items that are sent back in an unsuitable condition. Please also note that you are responsible for the delivery costs of the back items unless you are returning a defective product.

To initiate an exchange, you have 03 days from the date of delivery to follow the steps below.

1. Contact us via the email you used to place the order and provide: the order number, the products you want to exchange, the reasons why you want to exchange the products (e.g. sizing problem). We will reply with exchange instructions including an address within 1-2 working days.
2. Send back the products you would like to exchange via a carrier of your choice. We would like to recommend using a reputable carrier to make sure your package is handled properly. We are not responsible for dealing with your selected carrier in case the back products arrive damaged or get lost.
3. Contact us via the email you used to place the order and provide: the order number, the proof of postage of your delivery, a working tracking number, and the replacement item(s) you want. 

Please note that you need to provide the send-back tracking number within 48 hours from when we reply to the exchange instruction. If not, we're right to discard your exchange request.

How do we handle your exchange?

Upon receiving the parcel, our quality assurance team will inspect the items and confirm whether they fit our Conditions of Exchange Items.

If the Conditions of Exchange Items are NOT met, we will inform you via the email you used to place your order. You have 03 days from the date of the email to inform us if you want us to deliver the items back to you. If you decide to forego the items or fail to reply within 03 days, we reserve the right to discard the items and consider the exchange request complete.

If the Conditions of Exchange Items are met, we will inform you via the email you used to place your order that the exchange starts to be processed. In case you do not provide us with the needed information to process the exchange, your exchange request will be closed after 30 days from the send-back arrival date. We reserve the right to discard the items and consider the exchange request complete.

Please note that you will be responsible for the delivery costs and we will let you know the amount to be paid and how to pay it BEFORE the items are dispatched.

Balance of Exchange

The value of the exchanged merchandise will reflect the original purchase price, excluding any intermediary fees, shipping charges, and applicable taxes or duties. If the item you wish to exchange is of higher or lesser value than the new item you'd like to receive, the exchange process will proceed as follows:

You will be responsible for any price difference.

• If you choose an item of higher value for the exchange, you will be required to pay the difference.
• If the new item is of lesser value, we will provide store credit for the balance.
• Any store credit issued will be valid for 6 months from the date of issue.

***The balance is only issued to your Store Credits as a Discount Code or Gift Card. This type of credit can be used to place the next order in our store; however, this credit is only available after we have received your send-back item(s), implemented a quality control procedure and calculated delivery costs & taxes (if any).

Changes to the Exchange Policy

We reserve the right to modify or update this Exchange Policy at any time. Any changes will be effective upon posting on our website.

By making a purchase on our website, you acknowledge and agree to abide by this Exchange Policy.

Refund Policy

What is your Refund policy?

Our core values are rooted in our dedication to customer satisfaction above all else. We understand that buying items online can be a daunting task. Hence, at our store, we want to ensure ZERO risk in buying our products.

We accept return for refund. Please carefully note that refunds are only issued to your Store Credits (not including the original shipping fee or return fee).

***This type of credit can be used to place the next order at www.calistaofficial.com; however, the credit is only available after we have received your returned item(s) implemented a quality control procedure following the Conditions of Exchange Items above and calculated delivery costs & taxes (if any).

We only offer a full refund of the original payment and return shipping fee in case your item(s) be faulty or defective upon arrival or if we send the incorrect items. With defective items, we expect customers to notice and provide evidence within 3 days of receipt of delivery. Evidence must be included:

• Unboxing video
• Photos

And the refund will be processed within 30 days of the day request being accepted.

For your information, upon your request and in the case where a full refund is applicable as outlined above, instead of such a refund, we can also send a replacement at no additional cost to you if that's your wish.

Note: You MUST contact us to verify if your order is eligible for a refund before sending the items back. Once we accept your request, we will give you an address to ship the items to. If you ship the items back to the wrong address before talking to us, you will NOT be eligible.

When does our 30-Day Money Back Guarantee apply?

You're covered under our 30-Day Money Back Guarantee when:

• You receive the wrong items (e.g. size, style, color, etc.)
• You receive an item that's broken or faulty upon arrival
• Please note that we do NOT provide warranty for any products unless specifically mentioned on the product page

In addition, to be eligible for a full refund, please make sure the items satisfy all requirements below.

• The items must be returned to us within 30 days from the date of delivery.
• The items must be in their original packaging, including all accompanied accessories, tags, labels, manuals and documentation.
• The items must be unused, unwashed and in the same condition as we sent to you. We do not accept items that have been impaired or damaged by customer's mishandling (e.g. stains, scratches, broken seals, taken apart, etc.).
• The items must not be damaged, personalized, altered or engraved by a third party.
• If your item is faulty or defective upon arrival, we will give you a full refund (including shipping cost). In other cases, if we accept a refund, you need to return the items to us. Besides, there will be a restocking fee of 50% of your order value and all shipping costs are non-refundable.
• Unfortunately, due to the strict health and hygiene regulations, we cannot refund or exchange all cosmetics and grooming products as well as on-body products such as in-ear/canal headphones, nosebuds, etc.
• Please also take note that some products are one-size-fit-most by design (i.e. they fit most people but do not fit everyone). If you decide to purchase such items, we do not accept return & refund requests if they don't fit you.

Note: Our team will carefully inspect & verify all items before we send out a replacement or refund. We reserve the right to refuse any replacement and refund if it does not meet the above criteria.

I've sent back the item, when will I receive my refund?

After you have sent the products back to us, we will process your items within 14 business days of receipt and apply a credit to your original payment method. You will receive an email from us when this is complete. A credit will appear on your next statement, depending on the issuing bank and billing cycle.

Late or missing refunds (if applicable). If you haven’t received a refund yet, please check your bank account again and contact your credit card company. It may take some time before your refund is officially posted. If you’ve done all of these and still have not received your refund yet, please contact us.

Promotion Policy

Once an item has been purchased at a discounted sale price, no price adjustment will be offered should the item be further marked down.

The discounted prices are exclusive of additional taxes, fees, and surcharges if any.

The discounted price products cannot be exchanged. Please check our size chart on product pages carefully before purchasing.

Please be aware that when you purchase our discounted-price products, you agree to our Promotion Policy.