Frequently Asked Questions

General

Casaza is a platform for the home—a place where you can be inspired and shop great design and products to renovate and rejuvenate your home. We’re bringing interior design to your home, one room at a time. Our professionally collated content is a source of inspiration and information for looks you love, while our highly curated collections will give you the products to match your taste and bring your vision to life.

We don’t want to have every home product… We want to have the right things.

Our Casaza staff hand-selects every item on the site, ensuring our products are curated to match your design tastes, budgets, and local flavor. We work closely with our suppliers to make sure you have the best experience possible to make your dream home a reality. When you shop with Casaza you can rest assured you’re getting high quality pieces for a great price.

Casaza works with our suppliers and partners to provide you with competitive pricing, along with high quality service.

Some products may have a limited offering and will be removed from the site once the items are no longer available. It may be possible that a product is sold out but has not been updated on the site before another order is taken. In this case you’ll be contacted via email as soon as possible to advise of this issue with the current status or re-selection opportunity.

Right now we’re only shipping in the U.S. but send us some love at [email protected] or @Casaza on social media, and let us know where you’d like to see Casaza ship to next!

Great question! The best way to find out about sales and promotions on products is to sign up for our email list.

Orders

It’s your lucky day! Shipping is FREE on Casaza, so shop away!

You’ll be charged for your order when you place it.

You will always get a confirmation that your order has been placed within a few minutes of placing your order, so keep an eye on your inbox (and sometimes your spam folder, too)! If you haven’t seen it come through, email [email protected] and we’ll resend it.

Don’t worry, we’ve chosen the fastest, safest, and most reliable carrier possible for you! Your delivery date is reliant on several factors, like whether you order a quick ship, in-stock, or a custom piece and where it’s coming and going. Delivery options, including ETA, will be sent once your order is confirmed and shipped from the supplier. 

Mistakes happen — we get it! If your item hasn’t shipped yet, you can cancel your order for a full refund. In-stock items must be cancelled within 3 hours of ordering. Made-to-order must be cancelled within 24 hours of ordering. In some cases we can be more flexible if your item isn’t yet on the way, but please contact us quickly and directly at [email protected] so we can find a solution.

Once your order is on its way, we’ll send you a shipping confirmation email with a link to track the order on the carrier’s website. By clicking the link, you will be able to check the status of your order once is in transit. Please note: After your order ships, it may take 24-48 hours to reflect tracking details.

We know that sometimes things don’t work out quite as planned. At Casaza, we put you first, so returns are always simple. If you’re unhappy with your purchase, please email [email protected] so our team can advise on next steps and process your refund, excluding shipping costs.

Please note that returns should be initiated within 30 days of delivery, with items in their original condition and packaging. Once the supplier receives the returned item, they will let our support team know the item is in its original state, and we’ll refund your payment. Pro Tip: We advise sending items back via a tracked shipping service. 

Unfortunately, the following items may not be returned: 

  • Clearance/final sale items 
  • Gift certificates 
  • Personalised items 
  • Mattresses 
  • Items marked as ‘non-returnable’

Please note that if an item is made to order, there will be a 10% restocking fee.

Uh oh! Contact us at [email protected] with your order number and pictures of what you received. We’ll rectify the situation!

We work with wonderful suppliers all over the country, so if you’ve ordered multiple items it’s likely that your items have shipped from different warehouses, so products may ship at different times. If you haven’t received something, don’t fret! Email [email protected] and we’ll look into it for you.

Oh no! In the unlikely event that your order arrives damaged or defective, report the issue to [email protected] within 24 hours of delivery. Please include pictures of the damaged item! Let us know if you want us to cover the costs of getting a replacement shipped to you or if you’d like a refund.

Trade

Accounts

Weird, let’s look into that! Email [email protected] and we’ll get you back up and running in no time.

Email [email protected] and we’ll make those changes for you!

We are so grateful for feedback! Drop us a line at [email protected] or @Casaza on social media with your questions, concerns, thoughts, hopes, and dreams… We’re excited to hear what you think!

I have a question that is not answered here.
What do I do? Email [email protected] and our team will be happy to help!