Orders and Payments
Q: When is my payment charged? A: Your payment is charged at the time you place your order.
Q: Can I change or cancel my order? A: You have 30 days to return items. Your statutory 14‑day cooling‑off period always applies. For changes, email us as soon as possible.
Q: What payment methods do you accept? A: Visa, Mastercard, American Express, Discover, and Diners Club.
Shipping and Delivery
Q: How much is delivery? A: Free delivery on orders of £100 or more to the United Kingdom. For orders under £100, standard delivery is £4.99.
Q: How long does delivery take? A: Processing 1-3 business days. Delivery 7-10 business days. Total: 8-13 business days. These are estimates based on standard operating conditions.
Q: Where do you ship? A: All UK postcode areas (England, Scotland, Wales, Northern Ireland). No Channel Islands, Isle of Man, PO Boxes.
Q: What are your business days? A: Monday to Friday, excluding UK Bank Holidays.
Q: What if my package is lost? A: If not delivered within 15 business days, contact us. Refunds or replacements subject to verification and carrier investigation.
Q: Tracking shows “Delivered” but I didn’t get it? A: Contact us within 3 business days. We will initiate a carrier investigation.
Returns and Refunds
Q: How long do I have to return an item? A: You have 30 days from delivery. Your statutory 14‑day cooling‑off period always applies and takes priority.
Q: Who pays for return shipping? A: Casevello does. We provide a free prepaid return label.
Q: How do I get my return label? A: Email us to cancel or return. We will send you a prepaid label.
Q: Are there any items that cannot be returned? A: Gift cards.
Q: How long until I get my refund? A: We process refunds within 2 business days of receiving the return. Your bank may take 5‑10 business days to post.
Customer Support
Q: How quickly do you respond to emails? A: Responses within 1 business day (Monday‑Friday, 9AM‑5PM GMT/BST). This is an estimate based on standard operating conditions.
Contact Information
- Email: info@casevello.com
- Phone: +44 121 468 0218
- Address: 36 The Pavilions, West Bromwich, B70 6BA, United Kingdom
- Service Hours: Monday – Friday, 9:00 AM – 5:00 PM (GMT/BST)