Customer Service

How to order

Shopping at Caliroots.com is easy!

We ship to all countries worldwide. You can choose any item, from any of our 3 stores (Cali Streetwear / SFD Sneaker Store / C Premium Store) and put them in the same shopping cart! You don't even have to become a member!

Swedish law applies to your contract when you purchase with us at Caliroots.com - Consumer protection in Sweden
 

This is how you do it:

Just click on the item you like, choose your size and add it to the Shopping Cart. For check out, just click on the shopping bag on the right side on top of the page. At the Checkout, you fill in your address and contact info. Choose your preferred Freight Forwarder. Choose Payment Method. Click "Order Now".

Done!

Your Order info and info on how to log-in to your Caliroots account will automatically be emailed to you. Check "My Profile", to see your order history, tracking number etc.

Welcome to Caliroots.com!

NOTE: It is very important that you provide us with a telephone number that you use during day time, preferably a cell phone number.
Terms

Shipping methods

All orders, except Sweden and Norway, are shipped with UPS!
In Sweden we use Posten and Schenker, and in Norway we ship with BRING.
 

UPS

All customers get a tracking number so they can follow their package during the whole transit time. All packages are fully insured for your security.
UPS does not deliver on weekends or local holidays.
Please note that it is not possible to have a shipping address that differs from the billing address unless you have an UPS account "My choice".
 

Information for customers outside of EU (European Union):

Please note that in some cases you might be subjected to customs, import taxes or brokerage fee when ordering from us at Caliroots. Please check with your local customs office for your local rules and regulations. We don´t deduct VAT for international orders.
 
UPS Economy

Cost:
Depends on country of destination. Login on the site and you will see the cost for shipping at the Checkout or contact us by sending an email to [email protected].
Use Subject: Shipping cost.

Delivery:
Shipping time is 2-7 working days worldwide.
UPS delivers your package to your door between 08:00-19:00 (local time) and is only delivered if someone is there to sign the package.
In Benelux, Germany, France, Italy, Poland, UK and USA UPS makes one attempt to deliver your package at home and then drops your order at your local UPS center where it will be stored for 10 days. A reminder will be sent out on day three and seven before your package is sent back. In all other countries UPS makes 3 attempts to deliver your package. If you're not home on the first attempt the next attempt will be on the following day. If all 3 attempts fail the package will be stored for 5 days at your local UPS center. All UPS centers are opened 7 days a week.

Extra fees for customers outside of EU (European Union):
Please note that in some cases you might be subjected to customs, import taxes or brokerage fee when ordering from us at Caliroots. Please check with your local customs office for your local rules and regulations. We don´t deduct VAT for international orders.
If you place an order and refuse the package when it arrives, you will be charged with the costs of the shipping fees, and also with an additional administrative fee of 10% of the order value or at least 30 EURO. This amount will be deducted from your product refund.

Non collected or refused orders
If you place an order and you do not collect within 5 or 10 days (number of days depends on country of destination) after it has arrived to your UPS center or Kiala collection point, or if you refuse the package when it arrives due to, for example, added customs fee, you will not get a full refund for your order. Instead you will be charged with the costs of the shipping fees, and also with an administrative fee of 10% of the order value or at least 30 EURO.

Returns:
Please see the "Return section".

UPS Express

Cost:
Depends on country of destination, log in to the site and you will see the cost for shipping at the Checkout or contact us by sending an email to [email protected].
Use Subject: Shipping cost.

Delivery:
Delivers within most of Europe (95% of all major cities) and major cities on the east coast in USA in just one day!
Shipping time is 1- 2 days world wide.
If you want to know more specific about your delivery, please contact UPS or our customer service by sending an email to [email protected].
Use Subject: Shipping time.

UPS delivers your package to your door between 08:00-19:00 (local time) and is only delivered if someone is there to sign for the package.
In general UPS makes three attempts to deliver your package. If you're not home on the first attempt the next attempt will be on the following day. If all three attempts fail the package will be stored for five days at your local UPS center.
I some countries UPS makes one attempt and then drops your order at your local UPS center or Kiala collection point where it will be stored for 10 days.

Payment:
Currently, you can not combine shipping method UPS Express with any of Klarna's services. We therefore refer to any of our other payment methods for orders with UPS Express

Extra fees for customers outside of EU (European Union):
Please note that in some cases you might be subjected to customs, import taxes or brokerage fee when ordering from us at Caliroots. Please check with your local customs office for your local rules and regulations. We don´t deduct VAT for international orders.
If you place an order and refuse the package when it arrives, you will be charged with the costs of the shipping fees, and also with an additional administrative fee of 10% of the order value or at least 30 EURO. This amount will be deducted from your product refund.

Returns:
Please see the "Return section".

UPS – Russia

In breif:
• The shipping fee is 30 Euro.
• The delivery time is 5-7 days and the maximum weight is approx. 5 kg.
• Orders up to 200 Euro including freight charges can be purchased without any extra documents as well as any import duties and taxes*.
• A customer can receive multiple shipments with a total value of 1000.00 Euro including shipping fee per calendar month.

Important information regarding shipments to Russia:

Please note, according to the Russian customs legislation the private individual (the importer) can receive during one calendar month multiple shipments with total value EUR 1000.00 maximum and/or maximum total weight 31 kg without customs duties and taxes payment. However, in some cases the customs may require the importer to pay customs duties and taxes anyway. If that is the case, it is the importer's responsibility to pay these fees, not Caliroots since it is outside our span of control.

Orders with a value of more than 200 euro, including freight charges, are held by customs for declaration. If the importer refuses to pay the import duties and taxes, and the product is returned to Caliroots, we will deduct this amount together with the actual freight cost before returning the money for the order. For orders with a value less than 200 euro, UPS can deliver the shipment with no additional docs provided by the importer*.

In case of declaration, UPS will contact the importer. According to the customs regulations of Russia all documents required should be provided by the importer.

See standard list of documents below:
o Original passenger declaration
o A passport copy
o Copy of purchase Order
o Commercial invoice with Russian translation.
o UPS Waybill
o Proof of payment
o Importer guarantee letter in Original
o Brokerage agreement (If UPS is the broker).

IMPORTANT! - Shipments which are held by custom can only be sent to the Russian cities of Moscow, Nizhniy Novgorod, Krasnodar, Novorossiysk, Stavropol, St. Petersburg and Vladivostok.

In case of a return, mark the shipping documents with "Product return" and "Shipped with tracking number [your number]". Also include information about the product and order value.

If you have any questions don't hesitate to contact our customer service - [email protected] or +46 8 72 00 797

In some rare cases the customs may require the importer to pay customs duties and taxes despite that the order is less than 200 Euro including shipping fee. If that is the case, it is the importer's responsibility to pay these fees, not Caliroots since it is outside our span of control.

BRING – Norway

Customs, duties and taxes are included in the price. Delivery time is 1-2 days to most Norwegian cities. All packages are deliver to your local BRING center where it will be stored for 14 days before it is sent back to us. All customers get a tracking number so they can follow their package during the whole transit time. All packages are fully insured for your security. BRING does not deliver on weekends or local holidays.

 

Methods of payment

We accept VISA, Master Card, Euro Card, PayPal & Klarna.

You can safely and comfortably pay with credit card at Caliroots.com.
We use DIBS, as one of Europe´s leading Payment Service Providers. DIBS handles your credit card details direct and safe. No credit card details will be registered at Caliroots.com. We do not charge you any fee when you choose this option. If you have more questions about the payment please contact your card provider.

Klarna Checkout
With Klarna Checkout you can safely and comfortable pay with invoice, partial payment, credit card and bank transfer.
See Klarna terms here: Sweden, Norway, Finland, Germany.

 
PayPal

Select to pay with PayPal and you will be redirected to PayPal to complete your payment. Simple, safe and secure.
If you have more questions regarding your payment please contact PayPal:
www.paypal.com.

Klarna Account

If you live in Denmark, Finland, Norway or Sweden (No Partial Payments in Norway), you can choose to buy against Invoice.

This is valid for both private customers and companies. We only ship to the address that you're officially living at or your company´s legal address. You have to be at least 18 years old. We are Using Klarna Europe AB for all Invoicing. A credit check will be performed instantly.
The Invoice will be sent out by email directly to you from Klarna the same minute the package leaves our doorstep.

Klarna Partial Payments

You can choose to divide your payments from 100 SEK/month, or at least 1/24 per month. You can always pay the whole sum too. Yearly Rate: 18%.
If you not pay within the period, reminders and demands will be sent to you plus interest and reminder fees.

If you have more questions regarding your payment please contact Klarna:
Denmark
Finland

Klarna Invoice

This is valid for both private customers and companies. We only ship to the address your are officially living at or your company´s legal address. You have to be at least 18 years old. We are Using Klarna Europe AB for all Invoicing. A credit check will be performed instantly. The Invoice will be sent out by email directly to you from Klarna the same minute the package leaves our doorstep.

Fee:
Norway 49 NOK
Denmark 39 DKK
Finland 5 EUR.

If you have more questions regarding your payment please contact Klarna:
Denmark
Finland
Norway

Klarna Germany

We offer the following payment options in collaboration with Klarna. Payments are always made to Klarna:

• Klarna invoice: Payable within 14 days of the invoice date. The invoice is issued when the goods are shipped and sent by e-mail. The terms and conditions of the invoice can be found here.

• Klarna instalment purchase: With Klarna's financing service, you can now pay for your purchase in flexible monthly instalments. Instalments must be at least 1/24 of the total purchase amount (however, no less than EUR 6.95). Further information on Klarna's instalment purchase program, including the general terms and conditions and the Standard European Consumer Credit Information can be found here.

• Instant bank transfer
• Credit card (Visa / Mastercard)
• Direct debit

 

Cancellations and changes

Note: During SALE, weekends and bank holidays, once your order has been placed we cannot stop the process of items being sent. Please use the return form if you don't want your items.

Because we process all orders shortly after they have been made, we do not have the possibility to cancel your order. However, if you placed your order on a weekday between 5 pm and 7 am CET and contact us with an email to [email protected] we will look into the matter. You need to provide essential information in the email for us to be able to help you in the best possible way so always write cancellation, your order number and the shipping company you chose in the subject field. After that you will receive an email informing you if the cancellation was possible or not.

Please note that once an order has been placed there is no option to change the order. If additions to the order or different sizes are requested, kindly place a new order.
 

Multiple item order

We reserve our rights to cancel any orders that are done in multiple quantities on the same item, especially on limited items and sneakers.
If you are uncertain, then please email customer service [email protected].
 

Price errors

We reserve our right to cancel or adjust any order with price errors.
 
 

Checkout codes, campaigns and offers

We do not have the possibility to activate any checkout codes after an order is completed. The checkout code must be activated in the checkout stage, before the purchase is completed in order to be valid.
 

Terms for the offer "Buy a product and get a gift for free"

The offer buy a product and and get a gift for free is is only valid on items that have been specified in the particular campaign, it can only be used on products that Caliroots have approved the campaign to be valid on. If you buy two products, you get two gifts and so on. If you return the free product, we will not reimburse you since you were never charged for the gift. If you return the product that you paid for and keep the free product, you are no longer entitled to take part of the campaign and we will charge you for the gift. The campaign cannot be combined with other offers or discount codes. If the ordered items are out of stock, we reserve the right to cancel the order and you will be notified via email.
 

"3 for 2" campaign

Terms for orders placed during the "3 for 2" campaign Buy 3 pay for 2, get the cheapest one free. When you buy 3 items from our sale you will automatically get the cheapest one free. If one of the ordered items is out of stock, we reserve the right to cancel the entire order. We will notify you by mail which product that was out of stock. We will then cancel your entire order. The remaining products on your order will automatically be shown at the online store, so that you are able to place a new order.

Returns or Exchanges:
We have a 30 days return policy, this also applies to items on sale. Upon return of the free product, we will not refund you since the product never was charged for. If you return a product that you paid for, but choose to keep the free product, then you are no longer entitled to take part in the Promotion 3 for 2. You then have to pay for the free product, and we will refund you the difference between the returned item and the free product.
 

Terms for "Mystery Box"

Full return rights, as usual, but you need to return the whole box. NO exchange on single items.
FAQ
When can I contact customer service?

Our customer service are open monday to friday. You can send us an email whenever you want and we will respond as soon as possible. You can also give us a call at weekdays between 08.00 - 18.00 CET.

Is it possible to cancel my order after it has been placed?

Since we want you to receive your items as soon as possible, your order is handled shortly after placing it which gives us no possibility to cancel it. In case you placed your order between 17.00 - 07.00 CET you can send an email to [email protected] and we will try to, depending on how far in the process it is, cancel it for you. In order for us to help you as quick as possible, it is important that you include your order number and shipment method in your email.

Can I make changes in my order after placing it?

We have no possibility to make changes in your order seeing that we handle it shortly after you have been placing it.

I have received a discount code, how do I use it?

Apply your discount code at checkout, just paste it in the field that says “add checkout code” and then press “activate”. The price will automatically change on the items in your cart. Sometimes our discount codes can have some restrictions, therefore it is important that you read the information before using it.

Don’t receive any discount despite placing a valid code? Please do not go through with your order since we do not have the possibility to deduct discounts afterwards. Instead, send us an email or give us a call and we will help you.

Where is my order?

As soon as your items are shipped, we will email you a confirmation with a traceable link so you can track your order. Since the tracking is first activated when registered at chosen shipment company, the link isn’t always working right away when you receive your confirmation. If you can see that your order has arrived by tracking it, you do not have to wait for a notification. Just use the ID that you can find at the traceable link to pick it up at your post office. Unfortunately, it is not possible to change your delivery address afterwards.

How do I know which size to choose?

All items has a size guide attached to it, here you can find detailed information about the sizes of the specific item. Since sizes can vary between brands and collections, it is important that you look at the size guide for every specific product. In case of ordering the wrong size, we always offer you a 30 day exchange- and return policy.

The packaging was damaged when I received it, what to do?

When receiving your order, please check to see if it is damaged during shipping. If you do notice any damage, please report it directly at the post office. If you don not report it right away, and then come home to find that the item is damaged, it is difficult for us and the shipment company to solve the problem.

How do I return my order?

Fill in the return form and place it in the packaging together with the item that you wish to return. Apply the return note that you received with your order and drop off at your post office. You as a customer will be charged the cost for the return shipment, if you want to exchange any product we will of course send you the new item without any charges.

Defect item?

In case you have received a defect item, contact our customer service by email or phone before you return it to us.

I did not receive a return note with my order, what to do?

If your package did not include a return note, no need to worry! Just contact our customer service by email or phone and we will help you. Please be prepared with your order ID when calling us for faster service.




Got any further questions? Contact our customer service.
Returns

Returns & exchanges

Buying on approval - When shopping at Caliroots, we offer 30days return and exchange right, you can return an item within 30 days of receipt of your order at your own expense. Please note that we do not offer the right to return or exchange underwear or swimwear.

Goods exchanged - You can also return the item within 30 days and choose another item instead. The item has to cost less or same as the returned one. Just follow the instructions on your return document that comes with your order. In both cases the item has to be un-used and in new condition. For example, do not send caps in envelopes and don't label any shoe boxes. Both the returned item AND the packaging has to be in un-used as new condition. If the item has been used you will not get a refund and if the package is damaged we will charge a fee of at least 20% of the value of the merchandise or 30 EURO.

Attention! If you wish to exchange a product that now has a different price then when you placed the order, we will not refund you the difference. We do not price match and the difference will not be reimbursed if you exchange the size of your product.

If the return is done according to the return document that comes with your order we will either exchange the returning item(s) and send it to you freight-free or refund your money.

Remember to mark the shipping documents with "Product return" and "Shipped with tracking number [your number]". Also include information about the type of product and product value.

Caliroots does not refund shipping costs.


Please use these Return Forms:

We send you an e-mail as soon as we have opened your return. If you would like to exchange the returning item(s) we will send it to you freight-free after we got your return. Not before that. If you have decided to return parts of your order or your total order you will be refunded 1-5 weekdays after you receive an email from us. Attention! At high pressure the process of refunds & exchanges can take up to 14 days.

International returns:
Caliroots, BOX 1251, 164 29 Kista, Sweden

Returns in Sweden - Posten:
Caliroots, BOX 1251, 164 29 Kista, Sweden

Returns in Sweden - Schenker:
Caliroots, Vandagatan 3, 164 74 Kista, Sweden

Please direct ALL inquiries regarding returns to: [email protected].
Please state your order number in the subject.
 

How to measure

 

We measure all items before we put them on the site. We recommend that you compare the measurements on the site with an item that you already own if you are unsure on which size to order.

  • 1. Waist (x2) - It´s the size of your waist that is important for this one.
  • 2. Length - It´s the length of the leg from the crotch down to the foot.
  • 3. Foot width (x2) - It´s how big the foot opening is.
  • 4. Chest (x2) - We measure it from armpit to armpit and multiply it by 2.
  • 5. Length - We measure the length from shoulder down to the end.
  • 6. Arm - We measure it from the armpit to the end of the arm.
  • 7. Sunglasses - Width
  • 8. Sunglasses - Height
  • 9. Sunglasses - Length

Note: All measurements are in centimetres.
Feel free to contact our customer service if you have any further questions regarding sizes!

Contact

Please select topic in the dropdown menu below.

We have no possibility to make changes in your order seeing that we handle it shortly after you have been placing it. Therefore it is very important that you check through your shopping cart and are satisfied with your order before checkout. In case of ordering the wrong size, we always offer you a 30 day exchange and return policy.
Because of the risk for frauds, when paying via credit card or invoice you can only place an to your country of residence. If you choose PayPal instead, this is not an issue.
If you place your order on weekdays before 16.00 CET, it will be shipped the same day. All order placed after 16.00 CET on Fridays or during the weekends will be shipped on Mondays. We deliver allover the world and there’s a lot of different delivery options, read more under the delivery section and maybe you’ll find your answer there.
Please note that during busy periods, returns and refunds sometimes can take up to 14 days from that we received your order. As soon as your return is handled you will receive a confirmation via email, your refund will be processed within 2-5 working days from receiving this confrimation. In that case you’ve requested an exchange, you’ll receive another email with a tracking link so that you can follow tyour new order.
Please note that, due to technical limitations, we do not have the possibility to deduct discounts afterwards. If you have failed to apply your discount code, you could try to cancel your order, you’ll find more information in your order confirmation.
In case you have received an defect item, we kindly ask you to attach photos of the item showing its condition, the damage and/or manufacturing defect.
All items has a size guide attached to it, here you can find detailed information about the sizes of the specific item. Since sizes can vary between brands and collections, it is important that you look at the size guide for every specific product. In case of ordering the wrong size, we always offer you a 30 day exchange- and return policy.
Follow us on Instagram @calirootsstore and sign up for our newsletter for the latest updates on restocks and new releases.

Required fields


The easiest way to communicate with us is by email:

[email protected]
Our ambition is to answer your enquiry within 24 hours during weekdays.

+46 8 7200797
Customer support on telephone between 08:00 - 18.00 CET Weekdays.

Please always give us your order number in all communications with us.

Invoice & Payment support
For questions on your invoice or payment contact Klarna Customer Service.

Tel: +468 120 120 10
Web: klarna.com/support

Company info
Californian Roots AB, Sweden.
Registration number: 5566567086
 

Work at Caliroots

Press & partners

Caliroots affiliate program
Would you like to earn money on your website or blog? We’ll pay you a commision for every purchase that you convey to us!

This service is presented in collaboration with Commission Junction, an affiliate network that handles all the technical stuff.

This is how it works:

  • By joining our affiliate program, you’ll become our partner.
  • You will link to special offers or items at Caliroots from a website, blog, newsletter etc.
  • Your visitors will shop based on your recommendations
  • We’ll compensate you for all sales – up to 12% in commission!
Don’t miss the chance to earn money by recommending our products! Click here to create a free account at Commission Junction.
 

 


Become our ambassador!
Got a dope Instagram account or blog that you think would fit perfectly within the Caliroots culture? Let us know!

We are always looking for new sneakerheads, streetwear enthusiasts and other cool people to collaborate with. By joining our sponsorship program, you’ll become our ambassador;

  • You will be sponsored with both sneakers and streetwear from all of our brands
  • You will post apparel referring to our website and/or @calirootsstore on Instagram
  • Value and frequency will be set individually and depends on size and density of your fan base
To take a part in our sponsorship program, send an email to us explaining your vision, including following points;
  • Your age and country of residence
  • Instagram account and number of followers
  • Blog and number of unique readers per week
  • Snapchat, Youtube or other platforms that could be of interest?
  • Are you currently sponsored by any other brand within the streetwear and/or sneaker area?
Send your email to our PR department at [email protected] (English prefered), and we will get back to you with more information!

Note: We receive a lot of requests and even if we are super happy that there is so many people who want to become ambassadors, we cannot answer all of them.

 


Media contact
Are you a journalist, blogger or work with any other content-related media and are interested in news, topics or events related to or arranged by Caliroots? Get in touch with our PR department and let us know how we can be of service. Just send an email to [email protected] and we’ll get back to you.

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