Shipment & return policy
Shipment
Packages are generally shipped 2 working days after receipt of payment. They are shipped through DPD, DHL or UPS with a tracking number or via a private carrier for any outsize objects.
Whichever carrier is selected, if you do not receive a link to track your package online you can contact our customer service at contact@casalopez.com for more information about the estimated delivery date.
Shipping fees include preparation, packing and delivery costs. Picking costs are fixed while delivery costs depend on the volumetric weight of the items. We recommend consolidating all of your items in a unique order. We cannot consolidate two orders placed at two different times and shipping fees would add up. The packages are sent at your own risk but we carefully pack all of our orders, especially those including fragile items.
Packages dimensions are adequate and your items are correctly wrapped and protected.
Delivery
In case of damaged package, please write reservations on the delivery note and give it to the courier upon receipt of the delivery.
Take a photo of the document with your reservations written and send it to us within 48 hours at contact@casalopez.com
In case of damaged goods please contact our customer service.
Return policy
We want to assure our customers that we will allow you to return an item in its original condition for a full refund of the amount paid by you, if it does not meet your expectations.
Please contact our customer service within 14 days of receipt of the item and specify your order number and the purchased item you wish to be returned. The buyer will be responsible for the return shipping and insurance costs.
The refund or exchange is processed within 48 hours of our receiving back the item. The refund will be provided subject to receipt of the item in its original state.
We ask our clients to inform us of the tracking number for the item being returned and we reserve the right to ask for a proof of delivery in case we didn't recive the product back.