Q - Can I make changes to or cancel my order?
We work hard to help you get your orders as fast as possible. So as soon as the payment is accepted and the order is confirmed, it is immediately in the process to be shipped. This means there is only a very small window of time where we can “catch” your order before it is physically picked, packed, and set aside for shipping.
Please email us at sales@casaideacn.com within 24 hours with the subject line "Cancellation" and your full name and order number. We’ll let you know what we can do!
Q - What is your return policy?
We do our best to serve our each customer the best that we can.
If the item you purchased is defective, you must report this to us within 48 hours of receipt of your package. You have 30 calendar days to return items from the date you receved them. You are required to pay return shipping. The original delivery cost will be refunded if your claim is valid. If 30 days or more have passed since your purchase, we cannot offer you a refund or an exchange.
Returned goods must be unused, in their original packaging and in the same condition as received by the buyer. Merchandise which is damaged or missing components is not refundable.
Q - What should I do if the goods damaged in transit?
Though we had tried our best to pack safely, it is still possible that the goods would broken during transit, especially for fragile goods such us ceramic, glass. Please send us a photo of the damage within 48 hours of receiving the shipment. You must shoot photo for each broken piece with original packing individually, then put all broken pieces together and shoot a overall photo. We will provide you with a refund or exchange quickly once receiving these proofs.
Q - How long does it take to receive the refund?
Normally you should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (1 to 2 business days), and the time it takes your bank to process our refund request (5 to 10 business days).
Q - What happens if my package is lost?
Our after-sales staff will track the on-line status of parcels every 2-3 days, to ensure the parcel is in normal transit. A package is deemed lost if it is not delivered within 60 days. In such case, we will contact you quickly, you can choose to keep waiting or refund your order.
Q - Can I reject the package of an order I don't want anymore?
If you do not want an item anymore, please contact customer support to return the item for refund. Not all items are eligible for full refund. Rejecting a package may result in loss of the items or unexpected shipping cost. The customer will be responsible for the loss and extra shipping/handling fee if a package is rejected at the customer's adderss without prior approval from CasaIdeaWholesale.
Q - Return & Exchange without a receipt or an order number?
If you do not have a valid receipt or order number, we will attempt to verify the purchase using your email or shipping address. If we cannot verify the purchase, a return or an exchange cannot be processed.