Terms & conditions

Our subscription Ts&Cs

We know it’s never fun to read Ts&Cs 🙁  But transparency is important to us and we think there are some things you should definitely know. By placing an order on our website, you’ll be agreeing to everything below, so bear with us while we try to make these the easiest Ts&Cs you’ve ever read 🤞

Step 1 in making this easy:
🚩 flags any email notifications we’ll send you
✅ is for anything we suggest you do to make sure you’re happy with your subscription

Subscription sign up
We’re not hiding from it – we only offer subscriptions!

  • When you buy your first box on our site and click “Pay now”, you’ll be starting a subscription with us. This means you’ll be charged again in the future and continue to receive more boxes from us, unless you cancel your subscription ✅
  • As soon as you click “Pay now”, we’ll start getting your order ready for you. After that you won’t be able to make any changes to your order or cancel it for a refund – so make sure you review all your details beforehand! ✅
  • After buying your first box, you’ll be asked to create an account login so you can access your customer dashboard in future – this is where you’ll be able to make any changes to your subscription ✅
  • You’ll receive a confirmation of payment via email. If you don’t receive this, it’s unlikely your payment was processed successfully. In this case you won’t have a subscription yet 🚩
  • While it’s rare, we do reserve the right to reject a new subscription or future orders without giving reasons. If this does happen, we’ll refund you for the full price of the order that was rejected

Subscription renewal
Understandably you want to know when you’ll be charged, and we never want you to be surprised when your subscription renews.

  • Your subscription will renew based on the frequency you chose when you first signed up, and you can change this at any time from your customer dashboard. The renewal frequencies we offer are every 4, 8 or 12 weeks
  • The date your subscription renews is the same date we’ll charge you, so you can think of them as being the same thing. This is also when your next order is processed, meaning we’ll get to work on packing and sending your box to you within 24 hours, excluding weekends and bank holidays
  • We’ll always send you a reminder via email three days before your subscription is due to renew. That way there’s plenty of time for you to make any changes, skip a box or cancel your subscription 🚩
  • We ask that you make any changes in your customer dashboard by 11:59pm on the day before your subscription renews (and we’ll remind you of this… in each reminder email). After that we’re not able to edit or cancel your order. Any changes made to your subscription on the day of your renewal will apply to your subsequent box (not the one that’s already on its way to you) ✅
  • Whenever you change your next delivery date or skip a box in your customer dashboard, you’re also changing when your subscription will renew ✅

Payment and pricing
It’s just not about knowing when you’ll be charged but also how. And how much! Read on…

  • The great thing about subscriptions is you’ll only ever have to enter your payment details once, when you first sign up with us. (Unless they expire, but don’t worry – we’ll be in touch before that happens). After that, we’ll keep charging that same payment method based on the subscription frequency you’ve chosen
    • You can pay with all major credit and debit cards, PayPal and Apple Pay. We also accept Klarna from our Swedish customers. To be safe with your information, we use secure payment processing through Stripe – or through Paypal or Klarna directly. This means we never have access to your unique payment details
    • You can change your payment method in your customer dashboard at any time, and we’ll use that in future ✅
  • We’ll always send you a confirmation email within 24 hours of your payment method being charged. Once you’ve received this email, we’re not able to make changes to your order or cancel it – it’s already on its way to be packed! 🚩
  • We price your boxes based on the products you choose, so if you never make any changes to your product mix, you’ll be charged the same amount on each renewal date (not taking into account any credit or promotional offers you may use)
    • If you adjust your product mix, any change in the price of your box is immediately reflected in your customer dashboard ✅
    • Our prices already include VAT, so what you see is what you pay
    • While we understand this might have a negative impact on our customers, we reserve the right to raise our prices at any time. If this were to happen we would notify you in advance and give you the opportunity to make any changes to your subscription or cancel it before your subscription renews
  • There are two ways to reduce the price of your next box: through credit or promotional offers (promos). If you have either on your account, you’ll be able to see this on your customer dashboard until they’re used up
    • Credit offered for specific customer surveys (or other helpful input) will be applied to your account within 6 hours of survey completion (we’ll let you know via email or your customer dashboard if an activity is offering credit)
    • You’ll need to apply promos (usually in the form of a code) to your account from your customer dashboard. You can only use one promo at a time and, if you’re using our student discount, you’re not able to apply any other promos to your account
    • If you have both credit and promos on your account, the promo will be used first followed by the credit. There’s no limit to how many boxes your outstanding credit and promotions can span – we simply let you use it all up, no matter how many boxes that takes
  • You can find an invoice for each of your orders in your customer dashboard

Payment failures
Questionably fun fact of the day: the technical word for when this happens is ‘dunning’…

  • This could happen for a variety of reasons, and when it does occur we’ll try to charge that same payment method a few times within a two-week period. We’ll send you an email each time we attempt to charge you and it doesn’t go through 🚩
  • The most common ways to fix this are to add funds to your payment method (if there wasn’t enough to cover the cost of your box) or to switch to a different payment method in your customer dashboard ✅
  • If you’re unable to do this within the two-week window, your subscription will be automatically cancelled 🥺

Delivery
Period products are time sensitive: when you need them, you really need them. That’s why we always do our best to keep you informed on your box’s whereabouts

  • Once your order has been processed, we’ll do our best to pack and ship it to you within 24 hours, excluding weekends and bank holidays. Unpredictable events could occur that delay this, so we can’t guarantee it’ll always be within 24 hours
  • You’ll always get a shipment confirmation via email letting you know your box is on its way 🚩
  • Once your box has shipped, we can’t guarantee an exact delivery date. Instead, we estimate the following delivery time frames per country, excluding weekends and bank holidays (these have been updated to reflect Covid-19 related shipping delays):
    • 3-5 working days in the UK
    • 5-10 working days to Ireland
    • 7-12 working days to Sweden and the Netherlands (When shipping to Sweden, we use a prepaid service so you won’t have to pay any customs charges.)
  • We use Whistl and then a local postal service to deliver your boxes to you (Royal Mail in the UK, An Post in Ireland, Post Nord in Sweden and Post NL in the Netherlands). Sorry in advance but, since the local postal service is out of our control, you’re about to read a list of ‘can’ts’
    • We can’t deliver to PO boxes in any of the countries we ship to
    • Our boxes are designed to fit through a UK standard-sized letterbox. If your letterbox is smaller than this size or you don’t have a letterbox at all, your local postal service might knock on your door to see if you’re at home to collect, or if they can’t safely deliver your box they might choose to come back another time instead
    • We can’t guarantee that your local postal service will leave collection instructions if they’re unable to deliver your box
    • We can’t guarantee how many times they’ll try to deliver your box again before they send it back to your local depot. If you’re unable to collect your box from the depot, it will get sent back to our warehouse and we’ll be in touch with you when it does
    • We can’t provide proof of delivery notifications
    • We can’t be held responsible if delivery is delayed due to disruptions with your local postal service, meaning we can’t provide a refund or a replacement box if this happens
  • We pack and ship your boxes from the UK, and a tracked service is offered only to customers in Sweden and the Netherlands, countries that are experiencing greater Covid-19 related shipping delays from the UK. When available, tracking links will be shared with you in your shipment notification emails
  • We offer free delivery on all subscription orders, except for certain promotions when we’ll make it clear this isn’t the case
  • As with any changes to your subscription, you have until 11:59pm on the day before your subscription renews to change the delivery address you’d like your next box sent to ✅

Cancellation and reactivation
Life happens. If you need to cancel your subscription, you can do so at any time. You can also reactive your subscription just as easily

  • You’ll find the link to cancel your subscription in the “Your account” section of your customer dashboard ✅
  • Your dashboard will immediately reflect that your subscription is cancelled. You’ll also receive a cancellation confirmation via email within 24 hours of cancelling. If you don’t receive this, it’s unlikely that your cancellation was successful and your active subscription will still be charged at some point 🚩
  • You won’t be billed by Callaly or receive any boxes while your subscription is cancelled
  • When you reactivate your subscription (good choice!), you’ll have 24 hours to make any changes before your next order is placed and we get to work packing your box
  • You guessed it – you’ll receive a reactivation confirmation via email within 24 hours of reactivating. If you don’t receive this, your subscription will still be cancelled and there won’t be another box on the way 🚩

Refunds and replacement boxes
This bit we take very seriously. We promise you a box of Callaly period products, in great condition, delivered on time.

  • If your box or products arrive in a state that’s anything less than great condition, please get in touch with us within 72 hours of receiving your box, including a photo of whatever’s not up to scratch. If, at our discretion, we agree your products don’t meet our quality standards, we’ll offer you the choice of a refund (partial or full depending on the products affected) or a replacement box. If you get in touch more than 72 hours after receiving your box, you’ll no longer be eligible for a refund or a replacement box ✅
  • When it comes to being “delivered on time”, here’s how we ensure this promise is met:
    • We base this on the estimated delivery timeframes shared above. We can’t offer you a refund or a replacement box before the end of your estimated delivery time frame, since your order might still be on its way!
    • If your box doesn’t arrive within the estimated timeframe, please let us know within seven days of the last working day of your delivery window. For orders sent via an untracked service, we’ll offer you a refund or a replacement box. If you let us know after those seven days have passed, you’ll no longer be eligible for either option. For orders sent via a tracked service, we’ll check your latest tracking information to see how close by your order is and possibly ask you to wait a bit longer ✅
    • If your box is returned to our warehouse, we’ll contact you to see if you’d like a refund or a replacement box. If we don’t hear back from you within 72 hours, you’ll no longer be eligible for either ✅
    • If your delivery address is incomplete or incorrect, we can’t offer you a refund or a replacement box, so do make sure this is accurate ✅
    • If your delivery is delayed by disruptions with your local postal service or for reasons outside of our control (like adverse weather conditions or force majeure events), we won’t be able to offer you a refund or a replacement box
  • From 12am midnight on the date your subscription renews, we’ll be unable to change your order, cancel it or offer you a refund, even if your order hasn’t been shipped yet. This will apply even if:
    • You’ve not yet opened and read your payment confirmation email
    • You’ve not opened and read the upcoming renewal reminder email
    • You didn’t make the changes you wanted to your subscription before you renewed and were charged
    • You didn’t cancel your subscription before you renewed and were charged
    • You weren’t aware that you’d signed up to a subscription

We never want to mislead anyone, so we make sure that all our communications about subscriptions, payments and renewals are as clear as possible.

Returns
Because of the nature of period products, once your box has been delivered to you, we’re not able to accept a return – even if the box is unopened.

  • If you’ve had issues with your products or delivery, we’ll look to offer you a refund or a replacement box instead, so do get in touch with our customer care team within 72 hours of receiving your box ✅

Other
If you receive an edible treat from another brand in our boxes, we hope you enjoy it! Please refer to the individual sample packaging for any relevant allergy advice and expiry dates. Because these product samples are made by our partners and not by Callaly, we can’t guarantee that they will be allergen-free or what date they need to be eaten by. Further information can be found on the individual brand’s website or by getting in touch with their team. Happy snacking!

So… how did we do? If these Ts&Cs weren’t as easy to get through as we’d hoped, you can always contact us with any questions. We’ll be here, memorising our dunning terminology factsheet.

 

Our website and content Ts&Cs

By using our site, to buy products, enter an offer, promotion or survey or for any other purpose, and providing us with your information you agree to these terms and conditions and our Privacy policy and consent to being contacted by the methods and for the purposes set out in, and in accordance with, our Privacy policy.

  1. Acceptance
    1. The terms described below (together with the documents referred to in it) set out the terms of use on which you may make use of the content or services (the “Content”) available via our website located at www.calla.ly, and all associated sites linked to www.calla.ly by Callaly, its subsidiaries and affiliates, including Callaly sites around the world (the “Sites”), whether as a guest or a registered user. Please read these terms of use carefully before you start to use the Sites. By using the Sites, you indicate that you accept these terms of use and that you agree to abide by them. If you do not agree to these terms of use, please refrain from using the Sites.
  2. Information about us
    1. The Sites are owned and operated by Calla Lily Personal Care Limited (“We”). We are a Limited Company registered in England and Wales under Company number 3502936. Our registered office is at 10 Rose & Crown Yard, King Street, London SW1Y 6RE.
  3. Accessibility
    1. Access to the Sites is permitted on a temporary basis, and we reserve the right to withdraw or amend the service we provide on the Sites without notice (see below). We will not be liable if for any reason the Sites is unavailable at any time or for any period.
    2. In order to register on the Sites you must be a minimum of 16 years of age.
    3. We aim to update the Sites regularly and reserve the right to suspend, change, modify, add or remove aspects of the Content available on the Sites at any time. Any of the information on the Sites may be out of date at any given time and we are under no obligation to update such material. If the need arises, we may suspend or restrict access to part or all of the Sites, or close them indefinitely.
    4. If you choose, or you are provided with, a user identification code, password or any other piece of information as part of the security procedures, you must treat such information as confidential, and you must not disclose it to any third party. We have the right to disable any user identification code or password, whether chosen by you or allocated by us, at any time, if in our opinion you have failed to comply with any of the provisions of these terms of use.
    5. You are responsible for making all arrangements necessary for you to have access to the Sites. You are also responsible for ensuring that all persons who access the Sites through your internet connection are aware of these terms, and that they comply with them.
  4. Intellectual Property Rights
    1. We are the owner or the licensee of all intellectual property rights in the Sites, and in the Content published on them.
    2. All trademarks, service marks, and trade names (collectively the “Marks” including Callaly, Tampliner & clean.comfortable.period.) are trademarks or registered trademarks of and are proprietary to Calla Lily Personal Care Ltd
    3. You are authorised to view the Content of these Sites solely for personal, non-commercial use. The Content of the Sites is protected under UK and international laws, and the title to the Content shall not pass to you or any other person or organisation. All such rights are reserved. Unauthorised use of the content may violate copyright, trademark and other laws.
    4. You may print off one copy, and may download extracts, of any page(s) from the Sites for personal reference and you may draw the attention of others within your organisation to material posted on the Site.
    5. You must not modify the paper or digital copies of any materials you have printed off or downloaded in any way, and you must not use any illustrations, photographs, video or audio sequences or any graphics separately from any accompanying text.
    6. Our status (and that of any identified contributors) as the authors of Content on the Sites must always be acknowledged.
    7. You must not use any part of the Content on the Sites for commercial purposes without obtaining a licence to do so from us or the licensors. Permission must be sought in writing from the General Manager at the address shown above.
    8. If you print off, copy or download any part of the Site in breach of these terms of use, your right to use the Site will cease immediately and you must, at our option, return or destroy any copies of the materials you have made.
  5. Images
    1. Some people in images used on the Sites are models. All persons shown in images used on the Sites have given their consent to the use of their image by us.
  6. Reliance on information on the Sites
    1. We have made reasonable efforts to ensure that the information contained on the Sites is accurate at the time of inclusion, however, there may be inadvertent and occasional errors.
      1. Commentary and other materials posted on the Sites are not intended to amount to medical advice on which reliance should be placed. We therefore disclaim all liability and responsibility arising from any reliance placed on such materials by any visitor to the Sites, or by anyone who may be informed of any of its contents.
      2. In addition to as set out in Clause 3.3, we reserve the right to modify any ‘Ask Ask’ questions submitted on our website and may not answer all questions submitted. In most instances, those answering any questions are not medically trained and will not be an expert in all fields so cannot answer all questions or questions that require specialist advice. If we can’t find an answer we may suggest another source of help. We reserve the right to modify or remove questions deemed inappropriate or offensive.
    2. If you have or suspect you may have a health problem or you would like help on a topic that we are not able or qualified to advise on, you should consult a suitably qualified professional or agency specialised in the relevant area. The information on the Sites is not intended to be a substitute for medical guidance from your own doctor or for the advice of qualified professionals in any other field. We cannot be held responsible for any actions taken as a result of using the information on the Sites. We reserve the right to modify or remove questions deemed inappropriate or offensive.
  7. Our liability
    1. Whilst every effort has been made to ensure the high quality and accuracy of the Sites, the Content is provided without any guarantees, conditions or warranties as to its accuracy. To the extent permitted by law, we and third parties connected to us hereby expressly exclude:
      1. All conditions, warranties and other terms which might be implied by statute, common law or the law of equity;
      2. Any liability for any direct, indirect or consequential loss or damage incurred by any user in connection with the Sites or in connection with the use, inability to use, or results of the use of the Sites, any Sites linked to it and any materials posted on it, including, without limitation any liability for:
        (a) loss of income or revenue;
        (b) loss of business;
        (c) loss of profits or contracts;
        (d) loss of data;
        (e) loss of goodwill;
        (f) wasted management or office time; and
        for any other loss or damage of any kind, however arising and whether caused by tort (including negligence), breach of contract or otherwise, even if foreseeable.
    2. The above clause 7.1 does not affect our liability for death or personal injury arising from the negligence, nor the fraudulent misrepresentation or misrepresentation as to a fundamental matter, nor any other liability which cannot be excluded or limited under applicable law.
  8. Information about you and your visits to the Sites
    1. We process information about you in accordance with the Callaly privacy policy. By using the Sites, you consent to such processing and you warrant that all data provided by you is accurate.
  9. Transactions concluded through the Sites
    1. Contracts for the supply of goods formed through the Sites or as a result of visits made by you are governed by the Callaly terms and conditions of supply.
  10. Viruses, Hacking and other offences
    1. You must not:
      1. misuse the Sites by knowingly introducing viruses, trojans, worms, logic bombs or other material which is malicious or technologically harmful;
      2. attempt to gain unauthorised access to the Sites, the server on which the Sites are stored or any server, computer or database connected to the Sites; or
      3. attack the Sites via a denial-of-service attack or a distributed denial-of service attack.
    2. By breaching this clause 10.1, you would commit a criminal offence under the Computer Misuse Act 1990. We will report any such breach to the relevant law enforcement authorities and we will co-operate with those authorities by disclosing your identity to them. In the event of such a breach, your right to use the Sites will cease immediately.
    3. We will not be liable for any loss or damage caused by a distributed denial-of-service attack, viruses or other technologically harmful material that may infect your computer equipment, computer programs, data or other proprietary material due to your use of the Sites or to your downloading of any material on it, or on any website linked to it.
    4. Users should always use an anti-virus programme on any material downloaded from the Sites.
  11. Links
    1. You do not need to ask permission to link to the Sites, however any page or file must have its URL displayed. We reserve the right to withdraw linking permission without notice.
    2. Links to the Sites must be in a fair and legal manner and must not damage our reputation or take advantage of it.
    3. You must not establish a link to the Sites in such a way as to infer any form of association, endorsement or sponsorship by Calla Lily Personal Care Ltd of that website or its products or services.
    4. You must not establish a link from any website that is not owned by you.
    5. We link to other websites from the Sites. These links are for your information only.
    6. Although we look at these other websites to assess their quality, we are not responsible for the accuracy, quality or completeness of any information or advice provided by these websites and organisations. Linking should not be taken as endorsement of any kind of a website, organisation or product. We cannot guarantee that these links will work all of the time and we have no control over the availability of the linked pages.
  12. General
    1. The English courts will have exclusive jurisdiction over any claim arising from, or related to, a visit to the Sites although we retain the right to bring proceedings against you for breach of these conditions in your country of residence or any other relevant country.
    2. If any of these terms and conditions are determined by any competent authority to be invalid, unlawful or unenforceable to any extent, such term, condition or provision will to that extent be severed from the remaining terms, conditions and provisions which will continue to be valid to the fullest extent permitted by law.
    3. These terms of use and any dispute or claim arising out of or in connection with them or their subject matter or formation (including non-contractual disputes or claims) shall be governed by and construed in accordance with the law of England and Wales.

Customer support
At this time, our small team in the UK handles all communications with customers, in English language only.