FAQs

Orders & General Shopping

1. Do I need an account to shop on Calve?
No, you can browse and place orders without creating an account. However, having an account helps you track orders, view past purchases, and manage returns more easily.

2. How do I know if the product I’m buying is authentic?
All handbags on Calve are directly sourced or designed by us. We provide accurate material details and original product photos so you know exactly what you’re buying.

3. Can I modify my order after placing it?
If your order hasn’t shipped yet, contact us immediately to update details (address, phone number, product change). Once shipped, modifications are no longer possible.

4. Can I cancel my order?
Yes, you can cancel anytime before the order is shipped. Once shipped, you’ll need to follow our Return Policy after delivery.

Shipping

5. How fast do you ship orders?
Orders are processed within 1–2 business days. If placed before 5 PM (EST), processing starts the same day. Transit time is usually 6–9 business days, so total delivery time is estimated at 7–11 business days.

6. Which shipping carriers do you use?
We work with trusted carriers like USPS, UPS, and FedEx, depending on your order size and location.

7. Do you ship outside the United States?
Currently, we ship within the U.S. only. If we launch international shipping, it will be announced on our website.

8. How do I track my order?
Once shipped, you’ll receive a tracking email with your link. You can also log into your Calve account or track directly on the carrier’s website.

9. Do you offer free shipping?
Yes. From time to time, we run free shipping promotions within the U.S. Any such offers are always clearly displayed on product pages or at checkout. If no promotion is active, standard shipping fees apply as shown at checkout.

10. What if I entered wrong shipping details?
Contact us immediately. If the order hasn’t shipped, we can correct it. If already shipped, the package may need to return to us before reshipping (extra charges may apply).

11. What if my package is delayed, lost, or damaged?

Delayed: We’ll update you and help track with the carrier.
Lost: We’ll investigate and provide a replacement or refund.
Damaged: Take photos and contact us within 48 hours. We’ll issue a replacement or refund after verification.

Returns & Exchanges

12. How long do I have to return an item?
You have 30 days from delivery to request a return. Items must be unused, undamaged, and in original packaging with tags.

13. Is a return label included?
Every Calve package includes a return label for your convenience; however, using and managing the return label is the customer’s responsibility.

14. Who pays for return shipping?

If it’s our mistake (wrong item, defective, damaged on arrival) → We cover return shipping.
If it’s your choice (change of mind, wrong size/color) → You cover return shipping.

15. Do you accept exchanges?
Yes, Calve accepts exchanges for both defective and non-defective products:

Defective/damaged items → Free exchange at no cost to you.
Non-defective items (size/color change, preference) → Exchange is allowed if within 30 days and in original condition. Additional shipping fees may apply.

16. Can I return or exchange a sale item?
No, sale or final clearance items are non-returnable and non-exchangeable. This is always mentioned on the product page before purchase.

Refunds

17. How long does a refund take?
Refunds are processed within 5 business days after inspection.

18. Do you refund shipping costs?

If the return is due to our error → Yes, full shipping cost is refunded.
If due to customer preference → Only the product price is refunded (shipping cost is non-refundable).

19. Can I get a partial refund?
Yes. If items are returned late, missing packaging, or showing signs of wear, a partial refund may be issued. You’ll always be notified before this adjustment.

20. What if I don’t receive a refund confirmation email?
Check your spam/junk folder. If still not received within 24 hours, contact our support team.

Payments

21. What payment methods do you accept?
We accept all major credit/debit cards (Visa, MasterCard, American Express, Union Pay) and Google Pay.

22. Why is my payment failing?

Double-check card details (number, expiry, CVV, billing address).
Contact your bank (they may block new transactions for security).
Try another payment method.
Still failing? Contact us for assistance.

23. What if I see multiple charges?
Banks may show temporary holds as duplicates. These usually clear within a few days. If you were truly charged twice, we’ll refund the duplicate immediately.

Privacy & Transparency

24. How do you use my personal data?
We use your data only for processing orders, providing customer support, and improving services. We never sell your data.

25. Do you use cookies?
Yes, cookies help enhance your shopping experience (remembering login details, cart, preferences). You can manage or disable cookies via your browser settings.

26. Are there hidden fees?
No. The price you see is final (plus applicable taxes and visible shipping). We do not add hidden fees.

27. Can product prices change after I order?
No. Once your order is confirmed, the price is locked. Only future purchases may reflect new prices.

Product Information & Care

28. Are product colors accurate?
We display true-to-life product images. Slight variations may occur due to lighting or screen differences.

29. How do I care for my handbag?
Care instructions are included with each order. Generally: avoid direct sunlight, keep away from sharp objects, and clean with a soft dry cloth.

30. Are Calve handbags real leather or synthetic?
Our product descriptions clearly state the material type. We maintain full transparency about what you’re buying.

Support

31. What if I didn’t receive my order confirmation?
Check spam/junk folders. If missing after 24 hours, contact us with your order details and we’ll confirm.

32. Can I send an order as a gift?
Yes, you can ship directly to another address. Please ensure the recipient’s details (including phone number) are accurate.

33. How can I contact customer support?
You can reach us via:

Business Name: Calve
Business Hours: Monday to Saturday (9AM to 5PM) (GMT-05:00) Eastern Standard Time (New York)
Phone: +1 (216) 653-3105
Email: support@calve.shop
Address: 3018 Audubon Rd, Columbus, OH 43224, United States