Shipping Policy

Thank you for visiting and shopping at Kalina Store.
Following are the terms and conditions that constitute our Shipping and Returns Policy.

Order handling time
All orders are packaged within 1-5 business days. All orders made on Mondays before 16:00 are processed the same day. 

Shipping rates & transit estimates in the Netherlands
Shipping charges for your order will be calculated and displayed at checkout. We offer a free delivery on orders above €65 in the Netherlands.

All domestic orders in the Netherlands are usually delivered within 1-3 business days after they have been shipped. You’ll know when your order entered the shipping process if the track & trace is active. If your order hasn’t arrived in the estimated delivery times, please check your track & trace and contact PostNL.

If your track & trace is not activated within 5 days after ordering, please contact us at sales@kalinastore.eu.

Shipping delays
During the holiday all carriers are experiencing a high volume of orders. Therefore your shipments may be delayed by a few days. Please allow additional days in transit for delivery. If there will be a significant delay in shipment of your order, we will contact you via email or telephone.

International Shipping Rates
We currently ship to the following countries:

The shipping charges for your order will be calculated and displayed at checkout depending on the size of your total package.

International transit time
Unfortunately, we can’t give any consistent estimates on international shipments. Please check your track & trace or research the transit time for your specific country.

Shipping to other countries
Is your country not listed and would you like to place an order? Please contact us at sales@kalinastore.eu. We’re more than happy adding your country to our shipment options!

Shipment confirmation & order tracking
You will receive a Shipment Confirmation email once your order has shipped containing your tracking number(s). The tracking number will be active within 1-2 business days.

Customs, Duties and Taxes
Kalina Store is not responsible for any customs and taxes applied to your order. All fees imposed during or after shipping are the responsibility of the customer (tariffs, taxes, etc.).

Damages
Kalina Store is not liable for any products damaged or lost during shipping, except for our rolled beeswax candles. If you received your order damaged, please contact the shipment carrier to file a claim.

Please save all packaging materials and damaged goods before filing a claim.

Shipping FAQ

I’ve entered the wrong shipping address, can I change it?
If this happens to you, email us as soon as possible, we MIGHT be able to take care of it. However, we can’t promise anything as all our items are usually processed immediately after you order and ship out the same day or a few days after. If your order has already been delivered to our shipping company, we won’t be able to stop it.

We should not be responsible if you entered an incomplete and/or incorrect shipping address. Our system automatically process orders and just follows what you supplied.

Can I cancel my order after it has been placed?
If you cancel your order before it has been shipped, you will be assessed a 15% cancelation fee to cover the restocking fees and the charges assessed to us for refunds by the payment service providers.

Unfortunately, we are unable to cancel your order once it has been shipped. If you want to return your items at this point, please follow our refunds and returns policy. 

Returns Policy

How to return your products
It is very important to us that you are happy with your ordered items. After all, only then the step to a more sustainable lifestyle will be easier.

If you are not satisfied with your order we are happy to take back the product and issue you a full refund of your purchase within 30 days of receiving it. Products can only be returned if they are still in their original condition and packaging. Used products, or products damaged by the customer will not be eligible for refund.

Please return your items provided with your order number to:

Kalina Store
Mekkelholtsweg 20
7523 DE Enschede
The Netherlands

To assure your refund please use a trackable mail service, we will not be responsible for lost or missing packages.

Upon the receipt of your package, your products will be examined and a full refund will be issued to your original method of payment within 7 business days.

Return shipping costs
Unless the products are damaged due to our fault, expired or incorrectly described the return shipping costs are for the customer.

As a small and sustainable business we cannot offer free shipping for returns like many big online shopping platforms. Our products are produced in small quantities by European makers that we pay fairly, therefore our profit margins are much lower than many multinational brands. Also, we wouldn’t want to support the unsustainable online “shop and return” practices established by many online shopping platforms.

If we made a mistake on our side, you can request a free shipping label to return or exchange your products.

Eligible reasons for free returns are, but not limited to:

• The product has a manufacturing defect.
• The product is expired at the time of delivery.
• The products has a description that does nog match the product characteristics.
• The products has arrived broken due to a defect in the product packaging or shipping packaging.

To request a free return, please email sales@kalinastore.eu with your order number and a detailed reason for your return. If your products qualify for a free return, we will send a free printable shipping label.

Our Return & Refund Policy provides more detailed information about options and procedures for returning your order.