RETURN POLICY:

To start a return, please email us at info@casasoul.uk to request a return. Make sure to include your original order number, the item(s) you wish to return, and your reason for the return. We operate on a 72-hour return policy, allowing you to request a return within 72 hours of receiving your order.

ELIGIBILITY FOR RETURNS

For your item to be eligible for a return, it must meet certain conditions:
– It should be in the same condition as when you received it, which means it should be unworn or unused, with all tags, and in its original packaging.
– You must provide the receipt or proof of purchase.

Please note that you’ll be responsible for the return shipping cost, and we’ll deduct the incurred shipping expenses from your refund.

When returning fragile items like glassware or ceramics, please ensure careful packaging to prevent damage during transit. We cannot accept returns for items damaged during shipping.

IMPORTANT NOTES

– Shipping charges are non-refundable.
– We cannot refund duties and taxes paid to clear customs.
– Always include your tracking number with all returns to facilitate the process.

We will notify you once we’ve received your return and processed your refund. Please allow up to 14 business days from the date of refund processing for it to reflect on your original form of payment.

Please be aware that products purchased under promotional offers, such as bundles, are not eligible for return.

If you have any questions or need assistance with your return, please feel free to contact us at info@casasoul.uk

SHIPPING COSTS

Shipping costs, including outbound and return shipping, are non-refundable under any circumstance. You are responsible for all shipping and handling expenses, and these will be deducted from your refund when we process your return. We strongly recommend purchasing insurance for your return shipment to avoid any issues.

DAMAGES AND ISSUES

Upon receiving your order, please inspect it carefully. If you discover that an item is defective, damaged, or incorrect, please contact us immediately to address the issue. Even if you don’t plan to use the product immediately, please check it for any issues.

For returns, exchanges, or damage claims, please contact us within 72 hours of receiving the item(s). Damage claims cannot be filed after this 72-hour period.

To file a damage claim:
1. Email several pictures of the damaged merchandise to info@casasoul.co.uk

, including close-ups and wide shots of the damage, as well as the box and shipping label.
2. Include your order number and contact information in the message.
3. We will work to send you a replacement item. If the item is out of stock, we will process a refund.
4. If the product is damaged or incorrect, we will cover the full cost of shipping.

If you wish to return a product for your convenience, please contact us via email.

EXCEPTIONS / NON – RETURNABLE ITEMS

Please be aware that we cannot accept returns or exchanges in the following cases:
– The product differs from your expectations.
– The customer has damaged or soiled the product.
– The product has been used.
– More than 72 hours have passed since delivery.
– Sale items or gift cards are non-returnable.
– Refunds do not apply to items purchased during promotional periods.
– If the customer fails to pick up the shipment, resulting in its return, a restocking fee will apply.
– If the customer refuses to pay duty and the package is shipped back, we will refund the amount minus return shipping costs. If the package is abandoned, we cannot refund the cost of the lost goods.
– In cases where the customer has provided an incorrect shipping address, a refund will not apply, but we will assist in locating the item through the delivery service provider.
– Only regular-priced items are eligible for refunds; sale items cannot be returned or refunded.

REFUNDS

Upon receiving and inspecting your return, we will notify you of the approval status for your refund. If approved, you will receive it 7 to 14 business days on your original payment method. Please note that if the returned product has been used, damaged, or is otherwise unsuitable for resale, Casa Soul reserves the right to charge a fee for loss of value, up to the full price of the product.

CANCELLATION POLICY

As of now, we do not accept order cancellations. However, we are more than happy to provide you with a store credit equivalent to the full amount of your order. Your satisfaction remains our top priority.