Contact Information

Who you are contacting

This website and the online shop are operated by CalmRise ("CalmRise", "we", "us" or "our"). If you have a question, concern or request regarding our products, your order, or any of our policies, you can reach our customer service team using the contact channels set out below.

We aim to provide clear, helpful and timely support, and we handle every request with care and in accordance with the applicable consumer-protection and data-protection laws.

How to reach us

We offer customer support through the following two channels only:

• Email: info@calmrise.es
• Contact form: available on our website at https://calmrise.es

These are the official channels for all communication with CalmRise. We do not offer telephone support, and we do not provide a walk-in or postal address for general customer-service enquiries. Using the email address or the contact form above ensures that your request is logged, routed to the right team and answered as quickly as possible.

When you submit the contact form on our website, your message is delivered to the same customer-service inbox as our email address, so you are welcome to use whichever option is most convenient for you.

What our customer service can help with

Our team is happy to assist you with, among other things:

• Questions about our products, their features and their use;
• The status of an order that has already been placed;
• Shipping, delivery times and tracking information;
• Returns, exchanges, refunds and our money-back guarantee;
• Warranty claims and damaged or defective items;
• Corrections to an order or order-cancellation requests, within the time limits stated in our Shipping Policy and our Return & Refund Policy;
• General questions about our terms and conditions and our other policies.

Information to include in your message

To help us assist you as quickly and accurately as possible, please include the following details where relevant:

• Your order number (if your request concerns an existing order);
• The email address used to place the order;
• A clear description of your question or issue; and
• Where helpful, photos (for example, in the case of a damaged or defective item).

Providing this information allows us to identify your order without unnecessary follow-up questions and to resolve your request in a single exchange wherever possible.

Response times and availability

Our customer-service team endeavours to respond to every enquiry as soon as possible, and ordinarily within 24 hours.

Enquiries are handled on business days, Monday to Friday, excluding weekends and public holidays. Messages received during weekends, public holidays or outside normal working hours will be answered on the next business day. During promotional periods or periods of high demand, response times may be slightly longer; we appreciate your patience and will always reply in the order in which enquiries are received.

Please note that certain time-sensitive requests are subject to the deadlines set out in our other policies — for example, address corrections and cancellations (see our Shipping Policy and Return & Refund Policy) and reports of non-delivery (within 21 days). To preserve your rights, please contact us within those stated periods.

Language of correspondence

Customer-service correspondence is handled in English. To avoid misunderstandings and to ensure your request is processed correctly, we kindly ask that you contact us in English where possible.

Returns and the return address

For reasons of order processing, we do not publish a general return address. If you wish to return an item, please first contact us by email or via the contact form so that our team can review your request. Once your return has been approved, we will provide you with the correct return address and full return instructions. Further details are set out in our Return & Refund Policy.

How we handle the data you send us

When you contact us by email or via the contact form, we process the personal data you provide (such as your name, email address, order number and the content of your message) solely for the purpose of handling and responding to your enquiry.

Where your enquiry relates to an existing or prospective order, the processing is based on Art. 6(1)(b) GDPR (performance of, or steps prior to, a contract). For all other enquiries, the processing is based on Art. 6(1)(f) GDPR, namely our legitimate interest in responding to and dealing with the requests addressed to us. We retain this correspondence for as long as is necessary to handle your enquiry and to comply with any applicable statutory retention obligations, after which it is deleted. For full details of how we process personal data and of your rights, please see our Privacy Policy.

Out-of-court dispute resolution

The European Commission provides a platform for out-of-court online dispute resolution, available at https://ec.europa.eu/odr. We are neither obliged nor willing to participate in a dispute resolution procedure before a consumer arbitration board. Regardless of this, you are always welcome to contact us directly using the channels above, and we will do our best to resolve any issue with you amicably.