Customer Support

Frequently asked questions

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Did my order go through?

You will receive an order confirmation to your email as soon as we have handled your order. Please contact us if you have not recieved any confirmation and we will sort that out.

 

Can I change or cancel my order?

When an order has been placed we cannot change the products or quantities. In those cases, we suggest that you contact us to cancel the incorrect order. Thereafter you can make a new order on our site with the correct products.

Please contact us right away if you want to cancel your order. If the order has already been processed, it will be sent to you but you can of course still send the order back to us.

 

When will I get my order?

Our aim is that you should have your products as soon as possible. When your order is placed, it will be handled by our warehouse the following day. Thereafter it will be picked up and sent to you, we will send it to the closest pick up point to your address. Your will recieve an notice by text message to your registered mobile number or through your registered email.

For a standard delivery it will take 3-5 working days from the day after your placed your order until you can expect your package to arrive. Deliveries will not go out on weekends or local holidays.

Payment

Which payment alternativ do we accept?

Casall offers the following methods of payment, Direct Payment, Credit Card, Bill payment and part payment. All payments are encrypted through our PCI certified partner Klarna Checkout.

 

Is my payment information secure?

Your transaction and payment information is handled directly by Klarna, our payment provider, with secure encryption under strict banking standards.

Your credit card information is sent directly to the bank and cannot be read or downloaded by anyone other than your bank.

 

Do you store my Payment information?

Casall do not receive or store any payment details. All transactions are handled directly by Klarna, our payment provider. Your credit card information is sent directly to the bank and cannot be read or downloaded by anyone other than your bank.

Delivery and returns

How do I track my order?

Our aim is that you get your order as soon as possible. Delivery time for standard delivery time is 3-5 working days from the day after you placed your order. Packages are not transported during weekends and local holidays.

When your order is shipped from our warehouse, you receive a shipping confirmation email So you know that your package is on it's way. Our logistics partner will then contact you with delivery details through text message, email or phone call.

 

Do you offer free freight?

Orders over  €100 will receive free shipping! This does not apply bulky pakages that require home delivery (orders over 20kg). Casall has two different shipping ways:

  • Package, the order is sent to your closest pick up point. When the package is ready to be picked up you will recieve a text message.

  • Home delivery, goods because of its size or weight can not be sent to distribution points, we offer home delivery in the daytime. You will be contacted by telephone. Home delivery usually refers to delivery to the address first port or land border.

Freight cost for a package delivery is  €5,90. Bulky products that require home delivery costs 499kr. Be sure to fill in the correct address information, to change the delivery address after the order is registered, we can charge a fee of  €14,90. Packages that are not picked up within 14 days will be returned to Casall. If this happens, casall can charge a fee for the uncollected package of  €14,90. It corresponds to the costs that it causes us to send out the package and receive it in return. Unclaimed packages are not covered by the right to return.

 

What is your return policy?

It is important for us that you are satisfied with your purchase, you therefore have 14 days (right to return) from the date you receive the goods. You have the right to open the package and check that the product works. You as a consumer are however responsible for any loss of value of the goods resulting from the handling of the products beyond what is required to determine the nature, characteristics and function. Note that the right of return does not apply lingerie or swimwear.

Due to the product's potential value reduction, we recommend that you send the item back in the original packaging and label remain in the garment.

 

How do I return my order?

Use the return note included in your package when you want to return an item. At the moment you have to arrange the return delivery by yourself. Your return will be refunded through the same payment method used at the purchase. Once we receive your return, the refund will be made, it can take up to 14 days to go through the process.

 

Can I return SALE products?

Of course! Your have the same right to return or exchange on all products bought at casall.

 

How do I make an exchange?

If you are not satisfied with your purchase and want to replace a product, please send it back to us for a full refund. Then you can at your convenience, place a new order for the goods you wish to receive instead. Please note that we do not offer the possibility to directly exchange your goods.

Warranty and service

How do I make a complaint about a product?

We guarantee that the product is flawless on delivery. If you should receive a defect or wrongly supplied product, contact customer service as soon as possible, no later than 14 days after you recieve the delivery if the goods are damaged during delivery. In the complaint, attach the return note (if you have lost it, please contact customer service) and state what the problem with the product is. Casall will not charge you any shipping cost and will handle the return when it comes to incorrect deliveries and complaints.

 

What is an approved complaint?

Only original faults are covered by the warranty, defects caused by normal wear and tear is not included. Casall follows the Consumer Purchases Regulation and refer to the Consumer Complaints Board and the Swedish law in case of dispute.

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