1. Dispatch
- Orders are dispatched within two business days of payment where the size and last are in stock.
- If something is not in stock we email you within one business day with the real date, and you can wait, change the size, or cancel for a full refund.
- Every dispatch confirmation carries a tracking number and the return form.
- Shoes travel in their own box inside an outer carton, so the box arrives undamaged and can be used again if the pair goes back.
2. Delivery times and prices
| Zone | Business days | Standard | Express |
|---|---|---|---|
| Portugal (mainland) | 2–4 business days | $6 | $14 |
| European Union | 3–7 business days | $14 | $29 |
| United Kingdom, Switzerland, Norway | 4–9 business days | $22 | $39 |
| United States and Canada | 5–10 business days | $26 | $48 |
| Rest of world | 7–18 business days | $34 | $62 |
Where no delivery date has been agreed, the legal maximum is 30 days from the contract. If we miss it and do not deliver within an additional period you set us, you may cancel and we refund everything, including the outbound shipping.
3. Free shipping
Standard shipping is free on orders with a goods value at or above $199, to every destination we serve. The threshold is applied to the goods value after any discount and before shipping. Express shipping is always charged in full.
4. Customs and duties
Orders shipped outside the European Union may attract import duty, local VAT or a carrier handling charge in the destination country. Those are set by the destination country, are payable by the recipient on delivery, and are not collected by us.
We declare the true value and the true description on every customs document. We will not mark an order as a gift or understate its value.
If a parcel is refused at customs and returned to us, we refund the goods but not the outbound shipping or the return carriage charged to us.
5. Where we do not ship
In line with European Union and United Nations restrictive measures, we do not deliver to:
- Russia
- Belarus
- Iran
- North Korea
- Syria
- Cuba
- Crimea, Donetsk and Luhansk regions
- Any destination subject to EU or UN restrictive measures in force at the time of order
The country list at checkout is the definitive list of destinations we serve.
6. Late, lost or damaged
- Late. If tracking has not moved for five business days, write to support@loccalcado.baby with the order reference and we will open a case with the carrier the same day.
- Lost. Where a carrier confirms a parcel is lost, we send a replacement if the size is available, or refund in full. Risk stays with us until you take possession, so a parcel lost in transit is our loss, not yours.
- Damaged in transit. Photograph the outer carton and the shoes before doing anything else and send us the photographs. We arrange collection at our cost and send a replacement or refund.
7. Returns
There are two different routes back, and they have different rules:
| Changed your mind | Something is wrong with them | |
|---|---|---|
| Basis | Right of withdrawal | Legal guarantee |
| Time limit | 14 days from delivery | 3 years from delivery |
| Return carriage | Yours | Ours |
| Condition required | As inspected indoors, with box and dust bags | As they are — send them in the state they failed in |
Condition, for a change of mind
Try the shoes on carpet indoors, over a sock, for as long as you need to judge the fit. Do not wear them outside: a pavement marks an outsole in a few paces and the pair can no longer be sold as new. Wearing them outdoors does not remove your right to withdraw, but it reduces the value of the goods and we deduct that loss from the refund — for a pair visibly worn outdoors that deduction can reach the full price. We always tell you the amount and the reason in writing first. The full assessment criteria are on the right of withdrawal page.
How to send them back
- Email support@loccalcado.baby with your order reference to open the return.
- We reply with the return address and the return form within one business day.
- Pack the shoes in their own box, then inside an outer carton. Do not tape or label the shoe box itself.
- Send it with a tracked service and keep the proof of posting.
8. Exchanges
If the length is right but the width is not, or the other way round, an exchange is usually better than a return. Tell us your foot length in centimetres and we will say which size and last to take. We hold the replacement pair while yours travels back, and we pay the outbound carriage on the exchange.
An exchange does not shorten the withdrawal period on the replacement pair — a fresh 14 days runs from the day it arrives.
9. Refunds
- Issued within 14 days of receiving the goods back, or of proof that you have sent them, whichever is earlier.
- Always to the original payment method. We cannot refund elsewhere.
- Goods plus the standard outbound shipping. Where express was chosen, we refund up to the standard rate.
- No restocking fee, ever.
- Any deduction for loss of value is notified in writing, with the reason, before the refund is issued.
Banks typically take a further two to five business days to show the credit. Tell us if it has not appeared within ten days of our confirmation and we will send you the transaction reference to give them.