Calzedonia Customer Service — Expert Guide

At-a-glance: company footprint and customer service scope

Calzedonia was founded in 1986 by Sandro Veronesi and is headquartered in the Verona area (Dossobuono di Villafranca, Province of Verona, Italy). The Calzedonia Group (which includes brands such as Calzedonia, Intimissimi and Tezenis) operates internationally: as of 2023 the group reported a retail footprint of over 4,000 stores across more than 50 countries. The brand’s primary web domain is https://www.calzedonia.com, and country-specific customer-service pages are hosted beneath that domain (for example https://www.calzedonia.com/en/ or https://www.calzedonia.com/it/).

Knowing this corporate footprint is important for customer-service expectations: central policies (refund timelines, warranty rules) follow EU law for European customers, but local stores and country e‑commerce sites can impose specific return windows, shipping fees and payment options. For any order, always first check the country-specific Customer Service section on the official site to get the exact phone number, hours and return address for your territory.

How to contact Calzedonia customer service

Calzedonia offers multiple contact channels: the fastest for order-related issues is the online Customer Service portal on the official site, where you can open a ticket or start a return by entering your order number. Many countries also provide a local phone number and e‑mail address on the country Customer Service page. Social media direct messages (Instagram/Facebook) are used for status queries but are not a substitute for formal returns or warranty claims.

When contacting customer service, have these items ready: order number (shown on the confirmation e‑mail and invoice), payment method last four digits, delivery tracking number, and photos of any product defect. Preparing this information reduces average resolution time from days to hours. If you bought in-store rather than online, the store receipt and date of purchase are treated as the proof of purchase for in‑store returns and legal warranty claims.

Orders, shipping and tracking: exact practical details

Typical processing and transit times (representative ranges used across EU countries): order processing 1–3 business days; domestic standard shipping 2–7 business days; international shipping 7–21 business days. Shipping costs and free-delivery thresholds vary by country and by promotion; a common threshold used by many European fashion retailers is around €50–€70, but you must verify the specific threshold on your country site.

All shipments include tracking: you will receive a shipping confirmation e‑mail with a carrier name and tracking number. If tracking shows “delivered” but you do not have the package, immediately contact the carrier first and then Calzedonia customer service (provide tracking number and delivery address). Keep the delivery confirmation e‑mail and any photos of the package condition—these are required in case of carrier damage claims.

Returns, exchanges and refunds — process and legal timelines

Practical return timelines: under EU distance‑selling rules, sellers must refund consumers within 14 days of receiving the returned goods or of receiving proof of shipment of the return, whichever is later. Calzedonia’s online policy in many countries also allows a retail-style return/exchange window (commonly 14–30 days), but the exact window varies country-by-country—consult your order confirmation and the site’s return policy for the absolute deadline.

Hygiene exceptions and condition requirements: underwear, swimwear and other hygiene-sensitive items are often only returnable if the protective hygiene flap or sealed package is intact; opened items that cannot be resold may be refused. For exchanges, many Calzedonia stores accept online-order returns/exchanges in-person (same item/size subject to local stock). Refunds are issued to the original payment method: card refunds typically appear within 3–14 business days depending on your bank.

• Step-by-step online return (most efficient approach): 1) Log into the country site and open the order; 2) Select the item(s) and reason code; 3) Print pre‑paid return label if provided (or request return instructions); 4) Repack items in original packaging with return slip and order number; 5) Drop at designated carrier or book a collection; 6) Keep proof of shipment; expect refund within 14 days of Calzedonia receiving the return.

Warranty, faulty goods and legal remedies

For defective or non-conforming products within the EU, the statutory legal guarantee is 2 years from delivery. If you receive a defective item, the recommended workflow is: photograph the defect, retain the original packaging, and contact customer service immediately with order number and images. Calzedonia will evaluate the claim and typically offer repair, replacement or refund depending on the defect and stock availability.

Claims handling times vary: straightforward cases can be resolved in 7–30 days; more complex professional assessments or cross-border warranty actions can take longer. If Calzedonia refuses a valid claim under the statutory guarantee, EU and national consumer protection bodies (e.g., ADICONSUM in Italy or local consumer arbitration services) provide escalation paths—retain all correspondence and proof of purchase for any dispute.

Payments, pricing, invoices and VAT

Payment methods offered on country sites commonly include major credit/debit cards (Visa, MasterCard), PayPal, Apple Pay and local deferred-payment services (Klarna/Afterpay where supported). Prices on country-specific sites normally include VAT for that country; businesses or VAT-registered customers requiring an invoice should request it at checkout or contact customer service after purchase with VAT details.

Promotions and coupon codes: specific promo terms (minimum spend, excluded SKUs such as sale or basics ranges) are stated on each coupon. If a promotion was applied incorrectly at checkout, keep screenshots and order confirmation and contact customer service immediately to have pricing corrected within the automatic cancellation/refund windows.

Practical tips to accelerate resolution

Prepare a compact packet of information before contacting support: order number, date of purchase, item SKU, photos of product/defect, tracking number, and preferred remedy (refund, exchange). Communicate via the site’s ticket system for auditable records—phone calls are faster but harder to escalate without documentation.

• Essentials to prepare: order confirmation e‑mail, payment receipt, photographs (close-ups + context), original packaging, proof of shipment for returns, and local Customer Service URL from the order confirmation e‑mail.

How do I contact Intimissimi customer service?

You can always contact us via webform, chat, or by writing to [email protected]. * The aforementioned times may be subject to change during periods of intense activity.

Can I return an item online?

You usually have 14 days to return the item after telling the seller – check your terms and conditions for how long you have. You might be able to return your item to a shop in person, even if you ordered it online. If you return your item in person, you don’t have to pay for postage.

Can you return Calzedonia?

RETURN TO STORE
Order on calzedonia.com and try on your products. If they don’t meet your expectations, you can return them for free to one of our stores. If you want to return your products to any Calzedonia store you can do it without filling the online return form.

How do I return an order online?

Read on for four tips to follow when sending back an online return.

1. Read the store’s return policy.
2. Keep the original packaging.
3. Take photos of any damage or defects.
4. Start the return process ASAP.

How do I email Calzedonia customer service?

For orders that were placed with a Gift Card, please contact customer service at [email protected] to receive a Return Card.

Where is my Calzedonia order?

You can check the status of the order at any time by entering the “Orders” section, after logging in to your account. You can also directly access the “FOLLOW YOUR ORDER/ RETURN” section located at the bottom of Calzedonia’s home page.