Refund policy

Last updated: 22 July 2026

We want you to be happy with what arrives. If something isn't right, or simply isn't what you pictured, we'll help you sort it. This policy sets out how to return an item, when you're entitled to a refund, and how long each step takes.

Questions before or during a return? Email sales@callenford.com any time.

Our 30-day return window

You have 30 days from the day your order is delivered to request a return.

To be eligible, items must be unworn, unused, in the condition you received them, with tags attached and in their original packaging. Sunglasses should come back with the display box, case and cleaning cloth they arrived with.

A reduced price does not affect your right to return. Sale pricing, promotional pricing and seasonal offers all carry the same 30-day window as anything else.

The only exclusions are gift cards, and any item clearly marked final sale on its product page at the time of purchase. We also can't accept items that have been worn, washed, altered or damaged after delivery.

How to start a return

1. Email sales@callenford.com within 30 days of delivery. Include your order number, the items you'd like to return, and whether you'd prefer a refund or an exchange.
2. We'll reply with confirmation, the return address and any instructions you need.
3. Pack the item securely, ideally in its original packaging, and send it to the address we provide.

Please wait for our confirmation before sending anything back. Returns posted to an address we didn't provide can't be traced or processed, and we're unable to take responsibility for them.

Return shipping costs

For change-of-mind returns and exchanges, return shipping is yours to cover. We'd recommend a tracked service, as we can't refund an item that doesn't reach us.

If an item is faulty, damaged or not what you ordered, we cover the cost of getting it back to us. Don't pay to return it — email us first and we'll arrange it.

Exchanges

Happy to. A different size, a different colourway, or a different piece entirely — tell us when you first email and we'll arrange the exchange alongside your return, so you don't need to place a second order and wait for a refund to clear.

Where an exchange isn't the result of a fault on our side, return shipping is covered by you.

Faulty, damaged or incorrect items

Please check your order when it arrives. If anything is faulty, damaged or not what you ordered, email sales@callenford.com within 30 days of delivery with your order number and a photograph of the issue.

We'll arrange a replacement or a full refund, including both original and return shipping costs, at no charge to you.

Cancelling an order

Email us as soon as you can. If your order hasn't yet been dispatched we'll cancel it and refund you in full. Once it has been dispatched we're unable to recall it, but you're welcome to return it on arrival using the steps above.

Refunds

Once your return reaches us and has been inspected, we'll email to confirm whether it's approved. Approved refunds are issued to your original payment method within 10 business days.

How quickly it then appears on your statement depends on your bank or card provider. If 15 business days have passed since we confirmed your refund and it still hasn't arrived, get in touch and we'll chase it.

Where one applied, the original shipping charge is not refunded on change-of-mind returns. It is refunded in full where the item was faulty, damaged or incorrect.

Parcels refused or unclaimed

If a parcel is refused on delivery, or goes unclaimed and is returned to us, we'll refund the price of the goods once it's back with us. Carriage costs already incurred are deducted from that refund.

Right of withdrawal — European Union

If your order is delivered within the European Union you may cancel it within 14 days of receipt, for any reason and without giving a justification. Tell us at sales@callenford.com within that period, then return the goods within 14 days of telling us.

Where you exercise this right we refund the price of the goods together with the standard outbound delivery charge you paid. Return shipping remains your cost. Goods must be returned in a resaleable condition — unworn, unused, with tags and original packaging.

Your statutory rights

Nothing in this policy affects your statutory rights as a consumer, including any right to cancel an order or to a remedy where goods are faulty, not as described, or not fit for purpose.

Contact us

Email: sales@callenford.com
US support: +1 (347) 834-8803
Support hours: Monday to Friday, 9:00–17:00 CEST
US office: 1178 Broadway, 3rd Floor #4424, New York, NY 10001, United States

Callen Ford is operated by Valcrest s.r.o. (Company No. 24352357), registered in the Czech Republic at Štítného 202/35, 130 00 Prague – Žižkov.