Refund & Returns Policy

Overview

We want you to love your Casablanca pieces. If something isn’t quite right, eligible items may be returned for a refund or exchange. Please read the details below to ensure a smooth experience.

• US returns accepted within 14 days of delivery.
• Items must be unworn, unwashed, with all tags and original packaging.
• Return shipping in the US is a flat $12, deducted from the refund. Defective or incorrect items are fully covered.
• No restocking fees. Exchanges ship free in the US (first exchange per order).

Eligibility requirements

• Condition: New, unused, unwashed, and undamaged.
• Tags & packaging: All original labels, security tags, accessories, dust bags, and branded packaging included.
• Footwear: Tried on carpeted surfaces only; include dust bags, extra laces, and box in a protective outer carton.
• Sets: Items sold as sets must be returned together.
• Proof of purchase: Order number or receipt required.

Non-returnable items

To maintain product integrity and hygiene standards, the following are final sale and not eligible for return or exchange:

• Items marked “Final Sale.”
• Underwear, swimwear bottoms without an intact hygiene liner, and socks once opened.
• Fragrance, candles, and skincare/beauty once unsealed.
• Customized, monogrammed, or altered items.
• Gift cards.

Return window

US customers have 14 days from the delivery date to initiate a return request. Approved returns must be shipped within 7 days of receiving your return label.

How to start a return

1. Request a label: Email [email protected] with your order number, item(s), and reason for return.
2. Pack securely: Place items in original packaging inside a protective outer carton. Remove old shipping labels if reusing a box.
3. Ship: Affix the prepaid label and drop off with the specified carrier. Keep your receipt for tracking.

Exchanges

Need a different size or color? We offer one complimentary exchange shipment per US order, subject to stock availability. If your preferred item is unavailable, we’ll process a refund per our policy.

Refund timelines

• Inspection: 2–3 business days after the return arrives at our facility.
• Refund: 3–5 business days to your original payment method once approved. Bank processing can add 3–10 business days.
• Store credit: Issued within 24 hours of approval if requested.

You’ll receive an email update at each step.

Return shipping & fees

• US returns: Prepaid label provided; a flat $12 return shipping fee is deducted from your refund.
• No fees for defective, damaged in transit, or incorrect items (contact us within 7 days of delivery).
• No restocking fees.

Damaged, defective, or incorrect items

Contact us within 7 days of delivery with photos and your order number. We’ll arrange a complimentary replacement, exchange, or refund.

International returns

• Customers are responsible for return shipping costs and any applicable duties/taxes. These are non‑refundable.
• Use a trackable service and insure your shipment; we’re not responsible for lost returns.
• Please email [email protected] for the correct return address and instructions before shipping.

Holiday & gifting policy

Orders placed between Nov 15 and Dec 31 enjoy an extended return window until Jan 15 of the following year, provided all standard eligibility conditions are met. Gift returns can be refunded to the purchaser or issued as store credit to the recipient.

Frequently asked questions