Refund policy
Refund policy
We offer a 30-day return policy from delivery of the last item (except for made-to-order items, which may have longer return periods).
To be eligible for a return, the item must be in the same condition you received it: unworn, undamaged, unused, with all original labels and tags and in its original packaging. You must also provide the receipt or other proof of purchase.
To start a return, log in to your account at https://shopify.com/100209885522/account and request a return through your order history, or contact us at info@casa-et-al.com. Do not send items back before contacting us - without a prior request, returns will not be accepted. If your return is accepted, we will send you instructions including shipping charges (and a return shipping label where applicable).
If you checked out using a phone number only (without an email address), you cannot use the account link above. Instead, use the return link in your SMS order confirmation.
Damages and issues
Please inspect your order on receipt and contact us immediately if the item is defective, damaged in transit, or if you received the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, such as perishable goods (food, flowers, or plants), custom products (special orders or personalised items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions about your specific item.
Unfortunately we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, in the same condition that you received it - unworn, undamaged, unused, with all original labels, tags, and packaging. Once the return is accepted, make a separate purchase for the new item. Exchanges incur a return shipping fee depending on your address; please contact us at info@casa-et-al.com for details.
Consumer cancellation right (UK)
If you are a consumer in the UK, you have a statutory right to cancel a distance contract within 14 days of the day after you (or a third party you nominate) receive the goods. To exercise this right, contact us at info@casa-et-al.com within that period. Items must be in the same condition as received: unworn, undamaged, unused, with all original labels, tags, and packaging. You will also need your receipt or proof of purchase. Returns and refunds incur a shipping fee depending on your address.
European Union 14 day cooling off period
If the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days of delivery of the last item, for any reason and without justification.
To exercise this right, notify us within 14 days of delivery by:
- Emailing info@casa-et-al.com, or
- Logging in to your account at https://shopify.com/100209885522/account and requesting a return through your order history.
If you checked out using a phone number only (without an email address), you cannot use the account link above. Instead, use the return link in your SMS order confirmation.
Once you have notified us of your withdrawal, you must return the items within 14 days. Items must be in the same condition as received: unworn, undamaged, unused, with all original labels, tags, and packaging. You will also need your receipt or proof of purchase.
We will refund you the price of the goods and the cost of standard outbound delivery within 14 days of receiving the returned goods or proof of their return, whichever is earlier, using the same payment method as your original purchase. Return shipping costs are at your expense and vary by address - please contact us at info@casa-et-al.com for details before sending items back.
Refunds
We will inspect returns and notify you when we have received and processed them. If your refund is approved, we will refund the original payment method without undue delay and in any event within 14 days of receiving the returned goods or proof of their return. Please note your card issuer may take additional time to post the refund.