Frequently asked questions

CalaBassaBrand S.L. (“CalaBassa”)

Last updated: May 10, 2026

About CalaBassa

Q: Who am I buying from?
A: You are buying from CalaBassaBrand S.L. (trade name “CalaBassa”), CIF B21840376, with registered office at Calle Manuel Martínez Chumillas, Madrid, 28250, Spain.

Q: Do you sell internationally?
A: Yes, we sell worldwide through our Shopify store.

Q: How can I contact you?
A: You can write to us at any time at calabassa.contact@calabassabrand.com

Orders and payments

Q: Can I modify or cancel my order?
A: If the order has not yet been processed or shipped, we will try to help you. Please write to us as soon as possible with your order number. Once shipped, it usually cannot be canceled, but you can return it within 14 days (refund only).

Q: What payment methods do you accept?
A: They depend on the country and are shown during the checkout process.

Q: Do you store my card details?
A: We do not normally store full card details. Payments are processed through secure providers.

Q: My payment was rejected, what do I do?
A: Try another method, verify your details or contact your bank. If it persists, please write to us.

Shipping and delivery (international)

Q: Do you ship internationally?
A: Yes, we ship worldwide.

Q: Where do you ship from?
A: From Spain.

Q: How long does shipping take?
A: It depends on the destination. Estimated times are shown at checkout.

Q: Will I have to pay customs or taxes?
A: Outside Spain/EU, local charges may apply, which are the customer's responsibility.

Q: Tracking indicates delivered but I haven't received it, what do I do?
A: First check with neighbors or your surroundings. Then contact us with your order number.

Quality control: photos before shipping

Q: Do you take photos of my order before shipping?
A: Yes, we can photograph the loafers and packaging.

Q: Why do you do that?
A: For quality control, status verification and incident resolution.

Q: Can my name appear?
A: Yes, if there is customization. Photos are used only for order management, control and fraud prevention.

Returns and refunds (14 days / refund only / no exchanges)

Q: What is the return period?
A: 14 calendar days from delivery.

Q: Do you offer exchanges?
A: No. For another size/model you must place a new order.

Q: How do I initiate a return?
A: Write to calabassa.contact@calabassabrand.com with:

  • Order number

  • Items to be returned

  • Clear declaration of return

We will send you instructions.

Q: Who pays for return shipping?
A: Generally the customer (if it is due to withdrawal).

Q: Is the initial shipping refunded?
A: Standard shipping is refunded if applicable by law.

Q: In what condition must products be returned?
A:

  • Unused outdoors

  • With original packaging

  • In resalable condition

A deduction may be applied for improper use.

Q: Are there any exceptions?
A: Yes, for example customized products.

Q: When will I receive the refund?
A: After processing the return or receiving proof of shipment.

Q: How is the refund made?
A: To the original payment method.

Damaged products, defects or errors

Q: My order arrived damaged, what do I do?
A:

  • Take photos of the packaging and product

  • Keep everything

  • Email us with your order number

Q: What if the product is defective?
A: Send us photos and a description. We will apply the solution according to the law.

Q: Did I receive an incorrect product or is something missing?
A: Write to us with photos and we will resolve it.

Sizes and product care

Q: How do I choose the size?
A: Consult the guide or write to us with:

  • Model

  • Usual size

  • Fit preference

Q: How to care for loafers?
A:

  • Do not over-wet

  • Clean with a brush or soft cloth

  • Use appropriate products

  • Air dry

  • Store in a dry place

Privacy

Q: How do you use my data?
A: To process orders, shipments, customer service and marketing (if you accept). Consult the Privacy Policy.

Need more help?

Write to us at calabassa.contact@calabassabrand.com and include your order number if applicable.