SHIPPING, EXCHANGES AND RETURNS
SHIPPING
WE SHIP WHILE YOU SLEEP!
We are happy to say that we offer one of the fastest shipping times in the industry.
We ship our orders from our warehouse in Hong Kong as soon as possible.
We offer fast shipping with a tracking number and worldwide delivery. Our estimated shipping times are:
- United Kingdom: 6 - 14 business days
- European Region: 7 - 12 business days
- Canada: 7 - 14 business days
- Other international destinations: 7 - 14 business days
Processing times: Orders are typically processed within 24 - 48 business hours.
We provide a tracking number and a personalized portal so you can check exactly where your order is at any time. You will find access to our tracking portal in the shipping confirmation email.
For European orders, the local carrier that delivers the package may vary depending on the country. Our logistics algorithm selects the fastest available local carrier to ensure you receive your order as soon as possible.
RETURNS & EXCHANGES
What is your return policy?
We offer several return options in the following situations (The customer is responsible for the return shipping cost, which is non-refundable):
- If there are defects or scratches on the item, or if the wrong item or color was sent, you have the legal right to return it.
- Any purchase made during a limited-time offer will not be refundable in cash but will be eligible for a store credit voucher.
- Customers who receive the wrong or damaged item will receive a replacement free of charge. If this is your case, please contact us at info@casselofficial.com with photos of your item, and we will find a solution.
Can I exchange a product for a different size or color?
At this time, we do not offer exchanges if you selected the wrong size and the item has already been shipped. That’s why we recommend following our size guide (which is different from the standard EU sizing). We suggest ordering one size up from your usual size.
We also do not offer exchanges for quantity, colors, or other specifications once the order has been placed.
It is not common, but in rare cases, there may be a labeling error on a product. If this happens, please contact us at info@casselofficial.com within one week of delivery. Include your order number and photos of the item, and we will assist you as soon as possible.
For returns and exchanges, please send an email to our support team at info@casselofficial.com.
If the return is due to a defective product or an error on our part (wrong size or model sent), we will cover the return shipping costs for the product exchange or refund. This is in compliance with Law 34/2002 on Information Society Services and Electronic Commerce, which applies to the sale of items that come into contact with intimate body parts.