FAQ

Returns and Exchanges
Due to the nature of our products and hygiene reasons, we cannot accept product exchanges or returns. We only accept a return or exchange if an item has been delivered incorrectly or has a defect. Please contact us at info@caliandlou.com within 48 hours after receiving the wrong or faulty product.
Please return the item in its original condition: un-used, in the original packaging, complete with any related accessories and tags. There will be no return nor exchange if the item has been used or worn.

Product care and safety
Product safety and quality are of the utmost importance for us. At Cali and Lou, we are confident that our products are safe and of good quality. All products have the necessary product safety certifications. We always check the quality of each product ourselves. Moreover, the products we are offering have also been tried and used by our own children.

All products come with care instructions. Follow these instructions closely and your product will be lasting for a long time.

Where do you ship to?
Currently we only offer shipping within Hong Kong, but we will soon expand to other countries. Stay tuned!

How long will it take to receive my order?
We ship out your order within 3 business days and a notification email with a tracking number will be sent once your goods have been shipped.

Do you offer free shipping?
Yes we do! Free shipping is available for purchases over HKD 400. All other orders will be sent out at a flat rate of HKD 30 with SF express.

What payment methods do you accept?
We accept credit card payments, Google pay and Apple pay. Your package will be sent out once payment has been received.

I would like to create a personalized gift box combining different products from your website. Is this possible?
We will be happy to create a customized gift box for you. Please send an email to info@caliandlou.com with the products that you would like to see in the gift box, we will do the rest.

You may also check-out our gift box page where we have carefully created gift sets for every taste!

Do you have a message card that can be added to the purchase?
A personalized message card can be added at the check-out page for only HKD 20.

Do not hesitate to contact us on info@caliandlou.com if you have any other questions.