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FAQ

1. Shipping & Deliveries

At CASONA we want your order to arrive quickly and safely. Shipping rates are automatically calculated during the checkout process based on your address and the method you select. Below you will find all the information regarding costs, delivery times and logistical conditions.

Shipping rates

Free shipping to:

Spain (Peninsula), Balearic Islands, Germany, Belgium, France, Netherlands, Italy, Portugal, Luxembourg, Denmark, Finland, Greece, Ireland, Sweden, Croatia, Slovakia, Slovenia and Czech Republic.

Express shipping is available at checkout depending on the country.

Express shipping for €9.90 to:

United Kingdom, Ceuta, Melilla and the Canary Islands.

Shipping for €14.90 to:

Austria, Bulgaria, Cyprus, Estonia, Hungary, Latvia, Lithuania, Malta, Poland, Romania, Monaco, San Marino, Liechtenstein, Jersey, Gibraltar, Norway, Switzerland and Morocco.

Express shipping is available at checkout depending on the country.

Express shipping for €19.90 to:

United States, Canada and Australia.

Express Shipping for €39.90 to:

Rest of Europe:
Albania, Belarus, Bosnia and Herzegovina, North Macedonia, Moldova, Montenegro, Serbia, Turkey, Ukraine, Iceland, Faroe Islands and Kosovo.

Latin America and the Caribbean:
Anguilla, Antigua and Barbuda, Argentina, Aruba, Bahamas, Barbados, Belize, Bolivia, Caribbean Netherlands, Brazil, Chile, Colombia, Costa Rica, Curacao, Dominica, Ecuador, El Salvador, Grenada, Guadeloupe, Guatemala, Guernsey, Guyana, Haiti, Honduras, Bermuda, Cayman Islands, Falkland Islands, Jamaica, Martinique, Mexico, Nicaragua, Panama, Paraguay, Peru, Puerto Rico, Dominican Republic, San Bartholomew, Saint Kitts and Nevis, Saint Lucia, Saint Vincent and the Grenadines, Suriname, Trinidad and Tobago, Uruguay and Venezuela.

Asia and East Asia:
Bahrain, Bangladesh, Brunei, Bhutan, Cambodia, China, South Korea, Philippines, Guam, Hong Kong, India, Indonesia, Japan, Kiribati, Laos, Macau, Malaysia, Maldives, Micronesia, Mongolia, Nepal, Pakistan, Papua New Guinea, Samoa, Singapore, Sri Lanka, Taiwan, Thailand, East Timor, Tonga, Tuvalu, Vanuatu and Vietnam.

Middle East and North Africa:
Saudi Arabia, Algeria, Egypt, United Arab Emirates, Israel, Jordan, Kuwait, Lebanon, Libya and Tunisia.

Sub-Saharan Africa:
Benin, Botswana, Burkina Faso, Burundi, Cape Verde, Cameroon, Chad, Comoros, Republic of the Congo, Democratic Republic of the Congo, Ivory Coast, Djibouti, Eritrea, Ethiopia, Gabon, Gambia, Ghana, Guinea, Guinea-Bissau, Equatorial Guinea, Kenya, Lesotho, Liberia, Madagascar, Malawi, Mali, Mauritius, Mauritania, Mayotte, Mozambique, Namibia, Niger, Nigeria, Réunion, Rwanda, Senegal, Seychelles, Sierra Leone, Somalia, South Africa, Sudan, South Sudan, Eswatini, Tanzania, Togo, Uganda, Zambia and Zimbabwe.

Oceania:
Fiji, Cook Islands, Marshall Islands, Solomon Islands, Nauru, New Caledonia and Northern Marianas.

Transit times

Delivery times may vary depending on destination. These are the estimates based on our logistics operators:

Spain

  • Peninsula: 48 hours

  • Balearic Islands: 3–5 days

  • Express: 24–48 hours

European Union

  • Germany, Belgium, France, Netherlands, Portugal: 2–3 days

  • Italy, Luxembourg, Denmark, Finland, Greece, Ireland, Sweden, Croatia, Slovakia, Slovenia, Czech Republic: 3–7 days

  • Express: 24–72 hours

United Kingdom

  • Express: 2–4 days

Ceuta, Melilla and the Canary Islands

  • Express: 24–48 hours

United States and Canada

  • Express: 2–4 days

Australia

  • Express: 4–7 days

Rest of the world

  • Express: 4–10 days

Deadlines may vary due to customs processes or carrier incidents.

Customs and taxes

Shipments within the European Union do not generate customs costs.

For shipments outside the EU (including the United Kingdom, the United States and other destinations), local authorities may apply import duties, taxes or duties. These amounts are not included in the order price or shipping costs.

If your order is subject to customs costs, you will receive the notification directly from the customs authority or the carrier. These amounts must be paid by you so that the order can be delivered. If customs requests additional documentation or requires a specific procedure, it will be necessary to manage it directly in the destination country.

If you decide not to assume customs costs and the order is returned, the conditions indicated in the section will apply. Order rejection.

Address changes

Orders placed in the afternoon are processed the next day at 11:00 a.m. If you contact us before that time, we will be able to update the delivery address without problem.

Once the order has been collected by the carrier, we will no longer be able to make modifications and any subsequent management must be processed directly with the carrier through the tracking link.

Address errors

It is important to check that the address provided in the order is complete and correct. If the package cannot be delivered due to an error in the address, it will be returned to CASONA. If you want us to resend the order, it will be necessary to pay the corresponding shipping costs.

Order rejection

If you decide to reject the order at the time of delivery (for example, due to customs costs or a change of decision), CASONA will not be able to assume the costs derived from the return.

In this case, the following will be deducted from the amount to be reimbursed:

  • initial shipping costs,

  • the cost of returning the package,

  • any fees or tariffs applied,

  • and the administrative charges that may be generated.

The remaining amount will be refunded using the same payment method used in the purchase.

I was not at home during the delivery attempt

If you were not at home at the time of delivery, the carrier will generally:

  • It will send you a notification email with instructions for the next steps.

  • Or it will leave a physical notice in your mailbox indicating how to pick up your order or reschedule delivery.

Depending on the service available in your area, your order may be:

  • Automatically rescheduled for a new delivery attempt.

  • Redirected to a nearby collection point, where you can collect it at your convenience.

We recommend that you follow the instructions indicated in the carrier's email or in the delivery notice to reschedule or pick up your order.

If you do not receive any notification in the following days, we recommend that you contact the courier company directly using your tracking number.

 

2. My order

I have not received confirmation of my order

The confirmation email may take up to two hours to arrive. We recommend checking your spam folder in case it has arrived there. If your payment has been successfully processed and you do not receive confirmation after that time, please contact us and we will help you check it.

What is the status of my order?

Once you make your purchase, you will receive an email confirming that we have received your order. From that moment we will begin to prepare it, a process that usually takes between 12 and 24 hours (it may be slightly longer in periods of high demand). When your order has been shipped, you will receive an email with the shipping confirmation and a tracking link so you can check its progress in real time.

I have purchased several items and one is out of stock or on pre-sale

If your order includes several products and one is not available at that time, we will send the items that are ready first. The rest will be shipped as soon as it is back in stock. If you prefer, we can review alternatives or the best solution for your case; you just have to write to us.

In the case of pre-sale items, you will find the estimated shipping date on the website. Keep this in mind before finalizing your purchase.

3. Returns

What is our return policy?

We accept returns within 30 days of receiving the order, as long as the garment is in perfect condition: unworn, unwashed and with all original tags. If the garment shows signs of wear or does not meet our quality standards, we will not be able to accept it. In that case, we will inform you and you can recover it by paying the reshipping costs.

*Returns of clothing purchased in a physical store are not accepted.

How can I return a garment?

To initiate a return, write to us on WhatsApp. Our team will confirm if the garment is suitable for return and will provide you with all the steps to follow. Once we tell you how to proceed, you can send us the garment using the carrier you prefer. Please note that return shipping costs are your responsibility.

When we receive your package, we will inspect the garment and proceed with the refund.

Refunds

Once the garment is reviewed and approved, we will process your refund. The amount will be returned using the same payment method used in the purchase. Depending on your bank, the refund may take up to 14 days to be reflected in your account. If after this period you still do not see the refund, write to us indicating your order number and we will be happy to help you.

Can I make a size or product change?

At CASONA we do not make direct size or product changes. If you want a different item, you can process a return and, once the refund has been processed, make a new purchase on the website. In this way we ensure immediate availability and more agile management.

 

4. Incidents with the product

What do I do if my product arrives damaged?

At CASONA we carefully check each garment before sending it, but if you receive a product with a defect or in poor condition, we will be happy to fix it. To manage the incident, write to us by WhatsApp with your order number and some photos of the affected product.

Once we verify the problem:

  • We will send you a free shipping label so you can return the garment free of charge.

  • We will prepare a new product to send it to you without any additional charge.

Our goal is for you to receive your order in perfect condition and without complications.

I have received a different product than the one I ordered

If we have made a mistake and you have received the wrong size or garment, we are very sorry for the inconvenience. You just have to write to us WhatsApp with your order number:

  • We will send you a free return label.

  • we will send you the right product, too at no cost to you.

We want your experience with CASONA to be impeccable and we will make sure to correct it as soon as possible.

 

5. Payments and Billing

What payment methods are available?

At CASONA we accept the following payment methods: Card (Visa, Mastercard, American Express), PayPal, Apple Pay and Google Pay.

My payment has failed. What can I do?

If you receive a “payment failed” notice, try these options:

  • Clear your browser's cookies and cache.

  • Try completing the purchase from another browser.

  • Try using a different payment method.

If the payment continues to fail, write to us by WhatsApp and send us a screenshot of the error. We will review your case and help you finalize the order as soon as possible.

My order failed, but I was charged. What I do?

Your bank may have temporarily placed a hold on the amount. In most cases, this hold is released within 1 to 2 business days. If after that time the money does not return to your account, contact us by WhatsApp and send us:

  • A capture where the charge is seen.

  • The identifier or reference of the transaction (if it appears).

Our team will review it internally and offer you a solution as soon as possible.

How can I get an invoice?

You just have to write to us WhatsApp with your order number. We will send you the invoice in digital format.

What is VAT?

VAT is included in the price of all our products within the European Union.

If you buy from outside the EU, your country may apply additional import taxes or duties, equivalent to local VAT. These charges depend on the authorities of each country and are not managed by CASONA.


6. My Account

What are the advantages of creating an account at CASONA?

Having an account will allow you to make your purchases faster and easily access:

  • Your order history

  • The updated status of each shipment

  • Your data saved for future orders

A more comfortable and personalized experience.

How can I create an account?

Click the user icon at the top right and select “Create Account.” Complete your basic information and your account will be set up.

How can I update my personal data?

Access the user icon and enter “My Account”. From there you can modify your address, name and other saved information.

Can I place an order without registering?

Yes, you can make your purchase as a guest. Even so, we recommend that you create an account to enjoy a more agile process and better management of your orders.

How can I delete my account?

If you want to close your account, write to us on WhatsApp and we will manage the request for you. We will take care of safely deleting your data.