Issues with Orders

What do I do if there's a problem with my order?

We are here to help if you have an issue. Please email us at enquiries@caliata.com or call 017 256 2565.

Items in my cart disappeared. What happened?

This happens after 3 hours of inactivity. Putting an item into your cart does not reserve that item for you until you proceed to checkout and make a payment. This way we ensure fair access to our products for all customers. If your cart has become empty and you still want to purchase the items, simply add them to the cart again and proceed to checkout.

Please note that many items are available in limited quantities, so an item may sell out before you checkout.

I received an incorrect item. What do I do next?

We are so sorry if this happens! If any item you receive is incorrect (i.e. not as stated in your order), we will exchange it for the correct one via express delivery absolutely free. Kindly notify us of any incorrect items within 10 days of receiving the products by emailing us at enquiries@caliata.com and quoting the order number and product details (please include photos of the incorrect product).

Only products in new, unused condition will be accepted for returns. In the event your correct item is out of stock, we will fully refund your money.

I couldn't proceed with payment and my order status is Pending. How do I proceed?

Kindly contact us immediately via email and we will assist in canceling your order so that you can place a new one.  

Can I cancel my order?

Yes, you can but you will need to email us or call us as soon as possible so that we do not ship your order. If it is too late to cancel your order, we will need to ask you to return the items and you will be reimbursed in the form of store credit.

 

Product questions

Are your products genuine?

Absolutely! We never EVER compromise on authenticity and work either directly with the brands or with their authorised distributors. So you can shop in peace, knowing that whatever you order on www.caliata.com is 100% genuine.

Are your products certified Halal?

Most of our products come from countries where Halal certification is not mandatory. However a large proportion of the products contain no animal by-products and are alcohol-free. Please look out for a separate note: “No animal by-products and alcohol-free” in individual product descriptions.

I want to buy/ bought a product but not sure how it will fit into my skincare regimen. Can you help me?

It would be our pleasure! Simply email us at enquiries@caliata.com with the product name you are asking about and describe your current routine. We will get back to you with a detailed response about how maximise effects of the products.

There is so much stuff on your site, I don’t even know where to start. Can you help me?

Of’ course, we would be happy to. Just email us at enquiries@caliata.com and describe roughly what you are looking for, and we will help. If you do not yet have a skin regime - again, no worries, we would be happy to put one together just for you. It can be as simple or as elaborate as you wish.

Do you provide samples or Gifts with Purchase?

Yes, we do. Every order will have samples included in it so you can further explore our amazing brands.

Gifts with Purchase (GWP) are our way to say thank you to our customers and help them get more for their money by including luxury samples with purchases of certain products. If you are interested in GWPs - please sign up to our newsletter to hear from us about GWP campaigns.

 

My Account questions

Why do I need to register before making a purchase?

We want to create a seamless experience for all our customers. By registering with us, you will make your checkout process a lot faster as we will have your shipping and personal details on file.

We assure you that we will only keep the minimum necessary information with the sole purpose of serving you better. We treat your privacy with utmost respect.

Will you pass my details to any other companies?

Absolutely not! All information you provide us with is strictly confidential and will not be shared with any other companies.

What do I do if I have forgotten my password or my password does not work?

If you’ve forgotten your password, just click the ‘Forgotten Your Password’ button and it will be emailed to you right away. If you still do not receive an email, write to enquiries@caliata.com and we will assist you promptly.   

Returns & Exchanges

We want you to have a great experience shopping with Caliata so we support our customers well after the sale is complete.

Our Returns & Exchanges Policy

We understand that occasionally products may arrive broken or damaged and we are so sorry if this happens with your order. Please check your items upon receipt, and if any item is damaged, we will exchange it for a new one absolutely free.

Kindly notify us of any damage within 10 days of receiving the products by emailing us at enquiries@caliata.com and quoting the order number and product details (please include photos of the damaged product).

Only products in new, unused condition will be accepted for returns. In the event your damaged item is out of stock, we will reimburse you in the form of store credit.

What if the order arrived but I just changed my mind?

We want you to love your purchases, but it’s OK to sometimes change your mind. If, upon receipt, you no longer want one of your items, please notify us via email within 10 days of receiving the products, and we will provide instructions on returning the item(s) to us. In such cases, shipping costs are borne by the customer. Please note that we are not liable until item(s) reaches our office so please use reliable shipping methods to return items to us.

Only products in new, unused condition will be accepted for returns. Original packaging must be unopened, unused, unmarked in any way.

In cases of unwanted items, the refund is issued in the form of store credit. Items purchased as part of a set or a multi-item pack must be returned as a whole set.