FAQs
Orders and Products
Yes — many of our furniture and lighting pieces can be customized in fabric, finish color, dimensions, or hardware. Email info@casaluxy.com with the product name and what you'd like changed. Additional fees and lead time may apply depending on the customization.
Add items to your cart and check out with your shipping and payment details — no account required. You'll receive an order confirmation email once payment is processed.
No. Guest checkout is available. Creating an account is optional and simply lets you track orders and view your order history in one place.
You'll get a shipment confirmation email with a tracking number once your order ships — tracking numbers usually activate within 48 hours. If you have an account, you can also check status anytime under My Account → Orders.
Yes. Every order is visually inspected for damage, missing parts, and correct packaging before it leaves the warehouse. As a newer business, we're still building our track record — if anything falls short, contact info@casaluxy.com and we'll make it right.
Shipping
We currently ship to the United States, Canada, Australia, the United Kingdom, 20 European countries, the United Arab Emirates, Hong Kong, New Zealand, and Singapore. See our Shipping Policy for country-by-country details, or email info@casaluxy.com to ask about other regions.
Nothing — shipping is free on every order, with the cost already built into the price you see. The only exception: if you return an item for a change of mind rather than our error, an outbound freight cost is deducted from your refund (10% of order value for lighting and small items, 15% for sofas and large furniture). Full details in our Refund and Return Policy.
It depends on your destination and shipping method — Air Express or Sea Freight — shown on each product page. As a general range, total delivery including processing time is 8–22 business days for Air Express and 21–60 business days for Sea Freight (up to 60 days to the US; 28–40 days to other destinations). Need it faster? Email shipping@casaluxy.com before ordering to check express options. Exact timelines by country are in our Shipping Policy.
Contact info@casaluxy.com with your order number if your package doesn't arrive within a reasonable time beyond the estimated delivery window. We'll investigate with the carrier, and if it's confirmed lost, you'll get a full cash refund or a free replacement — your choice, at no cost to you. Full details in our Refund and Return Policy.
This is normal, not a red flag. Freight and last-mile courier tracking run on separate systems, so updates can pause in between until your local courier scans the package.
Usually not. Most orders ship Delivered Duty Paid (DDP), meaning duties and taxes are already included in your checkout price. The exceptions are New Zealand, Norway, Switzerland, and the UAE, where the recipient handles any customs charges on delivery. See our Shipping Policy for the full list.
Payment
Major credit and debit cards, PayPal, Apple Pay, and Google Pay. Prices display and charge in your local currency (switchable via the currency selector), and all transactions are secured with HTTPS/TLS encryption.
Yes. All payments run through PCI DSS-compliant gateways, and we never store your full card details.
Returns and Refunds
Returns are accepted within 60 days of delivery, in two ways:
- Our error (defective, damaged, wrong item, not as described) → full cash refund, replacement, or exchange at any point in the 60 days, and we cover return shipping.
- Change of mind → cash refund if requested within the first 14 days; exchange or store credit only for days 15–60. Return shipping is on you, and our outbound freight cost is deducted from the amount refunded or credited.
This is a voluntary policy on top of — not instead of — any statutory consumer rights you have. Full exclusions and terms are in our Refund and Return Policy.
Email info@casaluxy.com with your order number, reason, and photos or video if relevant. We respond with next steps within 1 business day.
No traditional restocking fee — but change-of-mind returns carry an outbound freight deduction (10% for lighting and small items, 15% for sofas and large furniture), since that cost is otherwise built into your free-shipping price. Details in our Refund and Return Policy.
Yes — email info@casaluxy.com as soon as possible. Cancellation is possible even after your order ships, up until delivery; fees scale with how far along the order is:
| Stage | Fee |
|---|---|
| Before a shipping label is created | Free |
| Label created, not yet collected | 2% |
| Package in transit | 15% |
| Custom / made-to-order (before shipping) | 10% |
Custom items can't be canceled once shipping begins. Full schedule in our Refund and Return Policy.
