You can reach our customer service team as below:

Email

enquiries@casadeceramics.com

Opening Hours

Monday – Friday 9.30 – 5pm

Delivery costs?

Delivery costs depend upon the geographical area you live in, please refer to the delivery information pages for specific information.

Who delivers the parcels?

We use either DPD or Parcelforce depending upon the size and weight of the parcel.

What happens if I miss a delivery?

Our couriers will attempt delivery for 3 consecutive days, after which your order will be returned to us. If you order is being delivered by either courier they will put a card through your door to advise you on the next steps and to rearrange the delivery.

How long will delivery take?

We deliver orders within 7-14 days.

Can I change my delivery address after I have placed my order?

Once your order has been placed we are unable to amend the delivery address, this can be requested once the delivery company confirm your delivery directly with them and this will be at your own risk.

Do you part deliver orders?

All our orders are dispatched from the same location, depending on the size of the order they could be dispatched in several packages. Your delivery note should inform you of multiple packages if this applies.

Can I track my parcel?

As soon as your order has been dispatched you will receive an e-mail with your tracking number from the courier which will be live after 24 hours.

How do I place an order?

You can easily place your order online at any time via our website.

Can I add or remove products from my order after I have placed it?

Once your order has been placed it is not possible to amend it.

Can I exchange a product?

We are unable to offer exchanges, if you do wish to exchange an item you will need to return this back to us for a refund and place a new order through the website.

Can I cancel my order?

Once your order has been placed it is not possible to cancel it, if you no longer want the items ordered you will need to take receipt of the item and return it back to us. All return costs are incurred by the customer.

Do you price match?

No, we do not offer a price match on any item or service.

Are your prices inclusive of VAT?

Yes, all prices are inclusive of VAT.

How long do refunds take?

We will process refunds within 10 working days.

How do I organise the return of an item?

You have a maximum of 14 days to return items – we cannot accept return requests made after this period so please make sure you’re happy with your order as soon as it arrives. We will advise you of the next steps once we’ve received your online return request (we can’t accept return requests by phone or e-mail).

Do I need a returns form?

The online returns request form will need to be completed and our customer service department will advise of the next steps.

Can you organise a collection for my return?

All returns are to be completed by the customer.