FAQ

You should receive your order within the following time frames after receipt of the order acknowledgement

Czech Republic: 4-7 days

Croatia: 4-7 days

Denmark: 4-7 days

Finland: 6-10 days

Greece: 9-13 days

Hungary: 6-8 days

Portugal: 6-9 days

Romania: 5-8 days

Slovakia: 4-7 days

Slovenia: 4-7 days

Sweden: 5-7 days

In exceptional cases, such as during the sales period, shipping may be slightly delayed due to the volume of orders. Of course, we will inform you as soon as possible. We appreciate your understanding.

To ensure that your order is on its way to you as quickly as possible, we start processing it right after it is confirmed. For this reason, your order can neither be cancelled nor changed. Also the delivery address and the delivery conditions cannot be changed afterwards. To avoid errors, please check your details thoroughly before completing your order.

Do you still want to cancel? You can return unwanted items to us within 30 days. Here you will find all the information concerning returns. If your address has changed and the package cannot be delivered, it will be returned to us and processed as a return, and the purchase amount will be refunded to you.

Your order or individual items were cancelled unintentionally? In rare cases it may happen that an item is already sold out, but is still shown as available in the store. We are very sorry if this was your case. The purchase amount will be credited to the payment method you used to place your order.

Once we have received the items in our logistics centre, a refund is initiated immediately. You will first receive a confirmation Email to notify you of the number of items returned and the amount to be refunded.

The money will then be refunded by the same payment method used to make the initial purchase. It may take up to 8 to 10 working days from receipt of our Email for the refund to show up in your account.

Crediting of vouchers at a later date is not possible. If you have forgotten to redeem your voucher, you can use it in your next order, depending on its validity.

To ensure the safety of customers and employees, several measures have been put in place in the shops, such as:

- Limited number of customers per shop.

- Differentiated access and exit routes to and from the shop.

- Installation of methacrylate screens at all checkouts.

- Hydroalcoholic gel available at the entrance, fitting rooms and checkouts.

- Daily cleaning and disinfection of the shop according to official regulations.

We appreciate your help in making shopping at C&A a safe experience for everyone. Here are some steps you can take:

- Please keep a safe distance, at least 2 metres

- Always wear a face mask, properly covering your nose and mouth

- Pay by card or mobile phone, whenever possible

- As we have limited the number of customers in shop, we appreciate your patience if you are unable to access the shop immediately

We make sure that ordering online is safe. Packages are still being delivered as usual and all courier services have confirmed that, in order to avoid contact, recipients will not be required to sign any deliveries. We have also implemented additional health and hygiene measures in our warehouse and distribution centres to ensure our employees' safety. The World Health Organization has also confirmed that there is no reason to be concerned for those receiving packages delivered by courier.

If you placed an order from us as a guest, you will find all the important information about your order in the confirmation email that we sent to the email address you provided. If you placed your order while being logged into your customer account, you can view all orders that you have placed since 06.05.2020 in the "Orders" section. Please note that only online orders are displayed here. Purchases made in one of our stores will not be displayed in your customer account. You can find more information about your customer account here.

To ensure that your order is on its way to you as quickly as possible, we start processing it right after it is confirmed. For this reason, your order can neither be cancelled nor changed. Also the delivery address and the delivery conditions cannot be changed afterwards. To avoid errors, please check your details thoroughly before completing your order.

Do you still want to cancel? You can return unwanted items to us within 30 days. Here you will find all the information concerning returns. If your address has changed and the package cannot be delivered, it will be returned to us and processed as a return, and the purchase amount will be refunded to you.

Your order or individual items were cancelled unintentionally? In rare cases it may happen that an item is already sold out, but is still shown as available in the store. We are very sorry if this was your case. The purchase amount will be credited to the payment method you used to place your order.

Yes – the minimum order value in our EU Online Shop is 1 Euro.

Crediting of vouchers at a later date is not possible. If you have forgotten to redeem your voucher, you can use it in your next order, depending on its validity.

We provide you with information on current availability by displaying stock levels. However, sometimes a desired size or colour combination is shown as in stock, even though it is already sold out.

Due to new stock arriving and returned goods, sold out items can soon become available again. However, it is impossible to provide reliable information.

Unfortunately, the items in your basket cannot be reserved for you.

If you experience login issues or functional problems in the C&A Online Shop, it often helps to delete cookies. Please note: Deleting cookies can also delete all items from your shopping basket.

The relevant instructions for the most popular browsers are as follows:

Deleting cookies in Internet Explorer:

1. Open your Internet Explorer.
2. Select the “Tools” button in the top right-hand corner of Internet Explorer.
3. Click on the Safety button and then select “Delete browsing history”
4. Select the check boxes “Cookies” and “Website data”.
5. Click on “Delete”.

https://support.microsoft.com/en-us/help/17442/windows-internet-explorer-delete-manage-cookies

Deleting cookies in Mozilla Firefox:

1. Open your Mozilla Firefox browser.
2. Select the menu point “History” on the top right.
3. Select menu point “Clear recent history”.
4. Select “Everything”.
5. Activate the checkbox for “Cookies”.
6. Click on “Delete now”.

https://support.mozilla.org/en-US/kb/clear-cookies-and-site-data-firefox

Deleting cookies in Google Chrome:

1. Open your Chrome browser.
2. Select the menu point “More Tools” > “Clear browsing data” on the top right.
3. Click the checkboxes for “Cookies”, “Other site data and plug-in data” and “Cached images and files”.
4. In the menu at the top of the screen, select the amount of data you want to delete. Choose “beginning of time” to delete everything.
5. Click on “Clear browsing data”.

https://support.google.com/accounts/answer/32050?co=GENIE.Platform%3DDesktop&hl=en

Depending on the browser version, the options may differ slightly. If you are still having problems viewing our website despite these settings or if your browser is not included, we will be happy to assist you.

You can contact us by phone or Email. Our Customer Service is available from Monday to Friday from 08:00-20:00 and Saturday from 08:00-16:00:

Denmark: +45-78794104
Finland: +358-9-42720481
Greece: +30-21-03003446
Croatia: +385-1-5544210
Portugal: +351-308802933
Romania: +40-31-2295645
Sweden: +46-8-52502421
Slovakia: +421-2-33331245
Slovenia: +386-1-8282256
Czech Republic: +420-2-34709591
Hungary: +36-1-7008413
(chargeable according to your phone contract)

E-Mail: [email protected]

Yes – once you have placed your order, you will receive an automated Email message acknowledging receipt. Please note: You will also receive this order acknowledgement Email if one of the items is currently out of stock. We will also notify you by Email, once your merchandise has been transferred to DHL and is en route to you.

You can collect your favourite items in your electronic shopping basket by clicking the “add to basket” button in the Online Shop. Good to know: A binding order is only created when you

• have entered all the data needed to fulfil the contract,
• accepted our Terms and Conditions and
• have clicked on the “Buy now” button

Until you click on the “Buy now” button, you can change your order and the data provided at any time. Once you have completed your order, you will receive an automated order acknowledgement Email. This contains your order details and the Terms and Conditions.

Our tip: If you have not already printed your order details and our Terms and Conditions and/or saved them elsewhere, we recommend that you print the confirmation Email and save it – we do not save your details.

The order acknowledgement does not constitute a contract of sale. It only states that your order has been received by us. We reserve the right to refuse your order; we are not obliged to enter into a purchase agreement based on your order.

Despatch of the items ordered is the point at which we accept your order. You will receive a separate Email notification to that effect. We do not accept orders from persons under 18 years of age.

The C&A Online Shop accepts Visa and MasterCard.

If you pay for your order by credit card, the appropriate purchase amount is pre-authorised first. For example, checks are made to determine if the card is valid and if the available credit is sufficient. Please note: The authorisation of the purchase amount merely constitutes a reservation. The amount is only debited once your order has shipped.

Free delivery on all orders

You should receive your order within the following time frames after receipt of the order acknowledgement

Czech Republic: 4-7 days

Croatia: 4-7 days

Denmark: 4-7 days

Finland: 6-10 days

Greece: 9-13 days

Hungary: 6-8 days

Portugal: 6-9 days

Romania: 5-8 days

Slovakia: 4-7 days

Slovenia: 4-7 days

Sweden: 5-7 days

Once your order leaves our warehouse, we will send you an automated Email confirming dispatch.

Are you rarely at home at regular DHL delivery times? We will be pleased to deliver your order to your place of work, your neighbour, friends or relatives.

Unfortunately, we are currently unable to process your order within the usual timeframe due to a high number of orders and the migration of systems in order to improve the shopping experience in our online shop. We appreciate your understanding and are working to ensure that you receive your order as quickly as possible.

Once we have received the items in our logistics centre, a refund is initiated immediately. You will first receive a confirmation Email to notify you of the number of items returned and the amount to be refunded.

The money will then be refunded by the same payment method used to make the initial purchase. It may take up to 8 to 10 working days from receipt of our Email for the refund to show up in your account.

For technical and administrative reasons, complaints, exchanges or returns of online orders are not possible in C&A stores.

Yes – you can.

No, it isn't. In order to ensure a fast and correct processing of the returns, we ask our customers to always send their returns separately, basing on the original orders and using the shipping label, which can be found in the parcel or provided by our customer service.

Yes – you can also return underwear and swimwear. The items must be unworn and have the original label attached. You may of course try the items on.

If in exceptional cases, an item does not meet our high-quality standards, you can of course submit a complaint within the statutory warranty period (24 months) – this also applies to reduced merchandise. Note: the statutory warranty period for Sweden is 36 months.

You will not incur any costs. Please contact our Customer Service team. They will send you the necessary returns documentation. For technical and administrative reasons, it is not possible to make a complaint about online orders in our C&A stores.

Please bear in mind that we can only take back goods that are unworn and with the original label attached. Any obvious marks like makeup and lipstick stains or odours will render the item unsaleable. If this is the case, we will return the item to the customer and retain the purchase price as compensation.

The refund will be issued via the same payment method used to make the initial purchase.