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. Standard delivery is within 7 working daysPlease note that during peak season or holidays the lead-time might be longer.

Payment

Which payment alternativ do we accept?

You can pay through PayPal. You can either connect yourself to an PayPal account or simply just pay with credit card. All payments are encrypted through our PCI certified partner, PayPal.

 

Is my payment information secure?

Your transaction and payment information is handled directly by PayPal, 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 does not receive or store any payment details. All transactions are handled directly by PayPal, 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. Standard delivery is within 7 working daysPlease note that during peak season or holidays the lead-time might be longer.

Please track your shipment and manage your delivery at ups.com/mychoice

 

Do you offer free freight?

Orders over 150USD will receive free shipping! The below delivery charges are for delivery of orders under 150USD.

  • Standard delivery: 25USD

If you're expecting a package and have got a UPS notice, but you've missed the first attempt at delivery, you have the following options.

  • Using your UPS notice, you can reschedule the delivery of your package. Just log into ups.com/mychoice
  • If an ordered package is unclaimed or not collected on time, the customer will be charged 30USD for the original postage and the return handling fees.

 

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 to 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?

Please contact webshop@casall.com for more information. 

 

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, webshop@casall.com as soon as possible, no later than 14 days after you recieve the delivery if the goods are damaged during delivery. 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.

More questions?

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