Returns & Order Help

Updated September 8, 2026

Let us know what happened so the next step fits the problem. Email support@calunoq.com with your order number, the item concerned and a short account of the issue.

Something arrived damaged, wrong or incomplete

Tell us what you expected and what you received. A photograph and the available packaging can help us assess the issue, when reasonable, but they are not an automatic condition of your legal rights. Keep the product where practical while we clarify what is needed.

For faulty, unsafe or misdescribed goods, the solution depends on the problem and applicable consumer law. This can include a refund, replacement or another legally required remedy. We will handle the issue with you; you are not required to seek your remedy only from the manufacturer.

The item is correct, but your preference has changed

Contact us to ask whether a discretionary return is available for your particular item. Include whether it is unopened, whether its hygiene seal is intact and whether it has been used. A change-of-mind return is not confirmed until we agree to it and explain the conditions. If this option is essential to your purchase, obtain the details from us before ordering.

Cosmetic products with opened seals or signs of use may be unsuitable for a discretionary return. This consideration does not cancel rights relating to a product fault, safety issue or inaccurate description. No universal change-of-mind period or free return-shipping offer is advertised on this page.

You need to amend or cancel an order

Send the request promptly and identify the change needed. We will check whether it can be carried out at the order's current stage. A requested change is not guaranteed after processing or dispatch, subject always to any cancellation right the law gives you.

A return is needed

Contact us before mailing a parcel so we can explain the appropriate destination, packaging instructions and responsibility for shipping costs. The business contact address is not automatically a return-processing address. Do not send a return to an address on the product packaging unless we confirm it is appropriate.

Where the law requires us to cover reasonable return costs, we will do so. For an agreed discretionary return, any customer-paid costs will be explained before you decide to proceed. Our administrative process does not impose a shorter legal claim period or remove a remedy merely because you have not obtained a return reference.

A refund is due

We will explain the amount and process and issue the refund within the timeframe required by law or the agreed return terms, as applicable. Refunds normally use the original payment method unless another lawful method is agreed. The payment provider may need additional time to display the credit. We will not force store credit where you have a right to a monetary refund.

Your rights continue to apply

Nothing here excludes a consumer guarantee or another protection that cannot legally be removed. In Australia, a major product failure can give you the choice of a refund or replacement, and other remedies may apply to other failures. A discount, an opened package or a beauty product's personal-care nature does not by itself erase a mandatory remedy.

For a question that does not fit these situations, start with Contact. We can identify the information needed for your order.