Answers to the questions we hear most — grouped by topic. Use the search above or browse a category. If you can't find what you're looking for, our team is one message away.
Orders & Processing
When will my order be processed?
Orders are typically processed within 1-3 business days, from Monday to Friday, excluding public holidays. Processing includes order review, preparation, packing, and dispatch.
What does "processing time" mean?
Processing time refers only to the time required to verify, prepare, and dispatch your order. It does not include shipping or delivery transit time.
What happens if I place my order before or after 12:00 AM?
Orders placed before 12:00 AM(local time) on a business day are usually processed the same business day or, where necessary, on the following business day.
Orders placed after 12:00 AM, on weekends, or on public holidays are generally processed on the next business day.
How long does delivery take in total?
| Region | Processing Time | Shipping Time | Estimated Total Delivery Time |
|---|---|---|---|
| North America | 1-3 business days | 5-14 business days | 6-17 business days |
| Europe | 1-3 business days | 5-9 business days | 6-12 business days |
| Asia-Pacific | 1-3 business days | 6-12 business days | 7-15 business days |
| Middle East | 1-3 business days | 5-10 business days | 6-13 business days |
| Latin America | 1-3 business days | 9-15 business days | 10-18 business days |
| Africa | 1-3 business days | 9-16 business days | 10-19 business days |
Delivery times are estimates only and may vary due to customs procedures, carrier delays, weather conditions, or other external factors.
Shipping & Delivery
Do you offer free shipping?
Yes. Casanuva offers free worldwide shipping on all orders. No additional shipping, handling, or packaging charges are added at checkout.
Will I receive tracking for my order?
Yes. All shipments include tracking information where supported by the carrier. Tracking details are sent to the email address provided at checkout once the order has been dispatched. Please allow 24-48 hours for tracking updates to become active.
What should I do if my order is delayed?
Delivery delays may occur due to carrier disruptions, customs inspections, weather conditions, peak shipping periods, or incorrect address details.
Delays caused by carriers, customs, weather conditions, or other external factors do not automatically qualify for cancellation or refund, except where required by applicable law or stated in our Refund Policy.
What if my package shows as delivered but I did not receive it?
If tracking information shows that your package has been delivered but you have not received it, please contact us within 5 days of the delivery confirmation so that we can review the issue and, where appropriate, assist with a carrier investigation.
Returns & Refunds
What is your return timeframe?
We offer a 30-day return guarantee. Return requests must be submitted within 30 calendar days from the date of delivery, in accordance with our Refund Policy.
Who pays for return shipping?
Customers are responsible for return shipping costs in the case of standard returns.
If an item is confirmed to be damaged, defective, or incorrect, return shipping costs will be covered or a free replacement will be offered, as applicable.
How long does it take to receive a refund?
Returned items are generally inspected within 1-2 business days after they are received.
Approved refunds are processed within 5 business days after inspection and are issued to the original payment method used for the purchase.
Are any fees deducted from refunds?
No. Casanuva does not deduct processing fees, handling charges, or administrative costs from approved refunds.
Any delay after the refund has been processed is caused by your bank or payment provider and is outside our control.
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