Frequently Asked Questions

Casaluxy Limited is the seller and is registered in Hong Kong. Our contracted operating partner, Foshan Shangsa Trading Co., Ltd., coordinates suppliers and operations in Foshan, China.

Orders ship from China after inspection. Goods prepared by our suppliers first come to our receiving and inspection location, where we check them and prepare the packaging before handover to the selected delivery provider. Stocked products are also checked before dispatch. Our Hong Kong registered office is for registration and correspondence; it is not a dispatch location.

Yes. Our collection includes stocked pieces and standard catalogue products manufactured after ordering. Availability depends on the selected product and variation. For bespoke requirements beyond the listed options, contact us. Where an individual quotation is needed, we confirm the specifications, final price, preparation and delivery estimate, and applicable terms before payment.

We check the goods against the order, including the selected model and finish, visible condition, included parts and protective packaging.

We deliver to the United Kingdom, Australia, the United States and Canada.

Yes. Standard shipping is free to our supported countries, with no minimum order value.

See our Shipping Policy for who pays import duties, import taxes and customs-clearance charges for your destination. Any taxes collected by us appear in the final checkout amount before payment. Contact us if a carrier requests a charge that our policy says we cover.

Each product or selected variation has one of three estimated handling ranges: 3–5 business days, 7–10 business days or 25–30 business days for made-to-order products. Handling covers the full period before handover to the carrier for international delivery, including supplier preparation, transfer to our inspection location where applicable, inspection and packaging. For made-to-order products, it also includes manufacturing.

The product page and checkout show the handling range for your selected item. A handling estimate does not by itself mean a product is held in stock.

For standard air delivery, transit after carrier collection is 7–12 business days to the United States, 8–12 business days to the United Kingdom and Australia, and 10–15 business days to Canada. Add your selected handling group once: 3–5, 7–10 or 25–30 business days. Total estimates are 10–17 / 14–22 / 32–42 days for the US, 11–17 / 15–22 / 33–42 days for the UK and Australia, and 13–20 / 17–25 / 35–45 days for Canada, respectively. All periods are business days. The selected product or variation and destination determine the estimate shown before payment. Large furniture, oversized lighting and bespoke orders needing a different service have an order-specific handling, transit and total estimate disclosed before payment.

These totals already include handling and any applicable manufacturing. The order cutoff is 5:00 PM Hong Kong Time, Monday–Friday. Business days are Monday–Friday, excluding applicable public holidays. Items may arrive separately. Read our Shipping Policy for full details and delay information.

5:00 PM Hong Kong Time (HKT), Monday–Friday. Orders placed after the cutoff, on weekends or on applicable public holidays begin processing on the next business day.

Delivery to the ground-floor entrance of your building. Carrying upstairs, room placement, assembly, installation and packaging removal are not included.

Contact us to arrange the next step. Any optional redelivery service and its cost will be explained before you agree to it. There is no automatic undisclosed fee, and you do not pay for a further delivery caused by our or our carrier’s error.

For orders delivered to the United States, United Kingdom, Canada or Australia, eligible returns are handled by our designated shipping and returns partners in the country of delivery. These receiving locations are operated by our partners. Before sending a return, email info@casaluxy.com with your order number and the item you wish to return. We respond within 1 business day with the correct return address, return reference, packing instructions and parcel or collection arrangements. For furniture and oversized lighting, contact us before booking transport so we can coordinate collection and delivery to the receiving facility. Our Hong Kong registered office is not a product-return address. This process does not restrict statutory cancellation rights or other legal remedies. Casaluxy covers necessary return shipping for faulty, damaged, incorrect or materially misdescribed goods. For change-of-mind returns and exchanges, the customer pays the direct return shipping cost, subject to the disclosure safeguards, legal exceptions and earlier-order terms in our Returns Policy. There is no restocking fee.

Eligible standard goods may be returned within the change-of-mind request window stated in our Returns & Refunds Policy, without a restocking fee. The policy explains when the window starts, how to request a return, return transport costs and your statutory rights.

Standard catalogue products follow our normal return conditions even when manufactured after ordering. A lawful exception for genuinely personalized or bespoke goods must be explained before purchase. Standard colour or size options do not automatically make a product personalized. Faulty-goods remedies remain available. See our Returns & Refunds Policy.

Yes. We accept exchanges for eligible new standard products under the request window and conditions in our Returns & Refunds Policy. Email us with your order number and preferred replacement. We confirm availability and any price difference before arranging the exchange. The return-shipping responsibilities in our Returns Policy apply.

Refund processing takes up to 10 days after we receive the returned goods, including inspection, subject to any earlier legal deadline. Refunds go to the original payment method. Your payment provider may need additional time to display the credit.

Yes, under the normal conditions. Assembly or installation does not remove faulty-goods remedies. See the returns policy for inspection rights and voluntary-return conditions.

Use Track your order or contact us with your order number.

We offer card payments through Stripe, including Visa, Mastercard, American Express and UnionPay, plus PayPal. Apple Pay and Google Pay are available for eligible devices, browsers and wallets. Use the payment methods displayed for your order at checkout.

Check the dimensions, materials, available options, intended use and assembly requirements on the product page. For lighting, also check voltage, frequency, bulb or driver requirements and installation compatibility for your destination. Contact us before ordering if a detail is unclear, and use a qualified installer where required.