Shipping & Returns

shippingreturns

CUSTOMER SERVICE HOURS

Tuesday – Friday: 11am - 6pm EST
Saturday: 12pm - 5pm EST

Email: kayse@caleandcole.com
Phone: 502-412-9100

Customer Service for cale & cole is predominately email based. Please allow up to one (1) business day for your inquiry to be addressed. Customer Service associates are not available on national holidays, Mondays, & Sundays. 

ORDER PROCESSING

Orders placed before 1pm EST are typically shipped out the same business day. Any orders placed after 1pm EST will be shipped the following business day (this includes orders with expedited shipping). Each order is subject to product availability. Customer service will reach out via email in the event that any item(s) are unavailable. Once the package has shipped, you will receive a confirmation email.

Please note that we do not process or ship orders on weekends or holidays. Free shipping for orders over $100 applies to domestic ground shipping only.

DOMESTIC SHIPPING METHODS

We ship USPS insured and offer Priority or Express Mail within the US. International orders are shipped via USPS International Air. Delivery charges are calculated depending on the shipping method and package value. Please refer to your order form for exact shipping charges, as they are calculated once an item is added to your cart.

MODIFICATIONS/CANCELLATIONS

Orders cannot be modified after they have been submitted. If you wish to cancel your order please send an email as soon as possible to kayse@caleandcole.com. We will make every effort to accommodate your request, however, there may be some instances where we are unable to cancel your order before it ships. If your order has already shipped out, our normal return policy will be in effect.

 

ORDERING/PAYMENT

You will receive an email confirmation after your order has been submitted, and a second  email once your order has shipped. If you do not see these confirmation emails in your inbox, try checking your spam or trash folder. All confirmation emails will be sent to the email address provided on the order. Note that email addresses cannot be modified once the order has been submitted.

PAYMENT METHODS:

cale & cole accepts the following payment methods: Visa, MasterCard, Discover, and American Express. We do not accept checks, cash, or money orders. Only one method of payment can be accepted per order.

PROMOTIONS

Sign up for our newsletter to receive email updates, which may contain promotional codes for special discounts that can be applied to your order. Only one promotional code may be used at a time per order.

If you return an order that was placed at a discounted price, you will be refunded the amount paid. cale & cole will not re-issue a promotional code for a discounted order that has been returned. All promotional codes are valid during a certain time window, unless otherwise specified.

Adjustments:

We do not offer price adjustments.

INCORRECT/DAMAGED ORDERS

In the unlikely event that your order is processed incorrectly or your item(s) arrived damaged, please email us as soon as possible at kayse@caleandcole.com to let us know. We ask that you send over photos of the incorrect/damaged merchandise for our reference.

LOST/STOLEN PACKAGES

We do not take responsibility for lost/missing packages that show successful delivery to the order address.

Returns

RETURNS

cale & cole accepts returns on domestic orders within 7 days of the purchase date. Merchandise may be returned for a refund to the original form of payment.

Returned merchandise must be unworn, with all tags attached. Upon receipt of returned goods, cale & cole reserves the right to deny refund if the merchandise does not meet policy requirements.

HOW TO ISSUE A RETURN

Return requests must be submitted within 7 days of the purchase date in order for the package to be accepted. To begin the return process, email kayse@caleandcole.com with subject line: “Return Authorization Request” and include the following information in the body:

Order Number
Date Order Received
Name of Item
Reason For Return

Full Name
Today’s Date
Mailing Address
Email Address
Phone Number

Once we receive your email and approve your request, we will issue instructions on returning your merchandise. All shipping charges are non-refundable, and a 5% restocking fee will be deducted from all credit or debit cards.

Exchange policy

We do not offer exchanges. 

RETURN SHIPPING

Please note that we do not issue prepaid return shipping labels, and you will be responsible for all return shipping fees. We do not accept and will not process international returns. In addition, cale & cole is not responsible for any merchandise lost or damaged in transit and strongly advises packages are insured for the full value paid.

Please mail your return to the below address:
WEB Returns Cale & Cole
Cale & Cole
9428 Norton Commons Blvd.,
Suite #101
Prospect, KY 40059

RETURNS ON FINAL SALE/DISCOUNTED ITEMS

Any items noted as Final Sale cannot be returned. If you return an order that was placed at a discounted price, you will be refunded the amount that was paid at the time of purchase. cale & cole will not re-issue a promotional code for a discounted order that has been returned.

REFUSED PACKAGES

We do not refund shipping charges for packages that are refused by customers.