Returns & Exchanges Policy | Casamarelle

Returns & Exchanges Policy

Last updated: June 30, 2026

At Casamarelle, we hope every piece you receive brings a sense of ease, beauty and confidence to your wardrobe. If something is not quite right, our customer care team is here to help guide you through the return or exchange process.

Please review the guidelines below to ensure a smooth experience.

1. Order Cancellation

If you would like to cancel your order, please contact us within 24 hours of placing your order.

Orders may be cancelled free of charge if they have not yet been processed or shipped. Once your package is already on its way, we are unable to cancel the order. After receiving your package, you may contact our customer care team to request a return if your order is eligible.

2. After-Sales Service Window

If you received the wrong item or a damaged product, please contact us within 24 hours of delivery so we can review the issue and assist you promptly.

For returns or exchanges, please contact our customer care team within 14 days from the date your package is marked as delivered.

Requests submitted after the applicable service window may not be accepted.

3. How to Request a Return or Exchange

To request a return or exchange, please contact our customer care team through the Customer Service icon on our website or by email.

To help us assist you more efficiently, please include:

  • Your order number

  • The email address used at checkout

  • A brief description of the issue or request

  • Photos of the item and packaging, especially if the item is damaged, defective or incorrect

Once your request has been reviewed, we will provide the return address and detailed return instructions if your item is eligible.

Please do not send items back without contacting us first, as unauthorized returns may not be accepted.

4. Return & Exchange Eligibility

To be eligible for a return or exchange, items must meet the following conditions:

  • Items must be unworn, unwashed, undamaged and unaltered

  • All original tags and labels must remain attached

  • Items must be returned with their original packaging where applicable

  • Items must be clean and in resalable condition, with no stains, odors, makeup marks or signs of wear

For the comfort and shopping experience of all customers, we may be unable to process items that do not meet these conditions.

5. Return Process

To return an eligible item:

  1. Contact our customer care team with your order details and reason for return.

  2. Include photos of the item where helpful or required.

  3. Once approved, we will provide the return address and instructions.

  4. Ship the item using a reliable shipping method with tracking.

  5. After we receive and inspect the returned item, your refund will be processed within 3 business days if the item meets our return requirements.

Customers are responsible for return shipping costs, including any international shipping fees, customs duties or clearance charges.

We do not accept Cash on Delivery returns or parcels with unpaid shipping fees.

6. Exchange Process

To request an exchange, please let us know the item, size or color you would like instead.

Once your request is reviewed, we will check availability and confirm the exchange details with you. If your requested item is unavailable, our customer care team will contact you to discuss alternative options.

7. Refund Time & Method

Once your returned item has been received and approved, we will begin processing your refund within 3 business days.

Refund timing may vary depending on your payment provider:

  • Credit card refunds may take up to 7 business days to appear on your account, depending on your card provider

  • PayPal refunds are typically reflected within 48 hours after processing

Refunds will be issued to the original payment method used at checkout.

8. Return Shipping & Fees

Return shipping costs are the responsibility of the customer unless the return is due to an error on our part, such as an incorrect item or verified quality issue.

Please use a shipping service that includes tracking and, where applicable, customs clearance. Keep your tracking number and share it with our customer care team once the return has been shipped.

Casamarelle is not responsible for lost return parcels without valid tracking information.

9. Non-Returnable Items

For hygiene, customization or final sale reasons, some items may not be eligible for return or exchange.

Non-returnable items may include:

  • Custom-made or personalized items

  • Intimate apparel

  • Accessories

  • Final sale or clearance items

  • Items marked as non-returnable on the product page

If an item is non-returnable, this will be clearly noted where applicable.

10. Important Notes

Please make sure the item you are returning was purchased from Casamarelle. We are unable to take responsibility for items purchased from other stores or third-party sellers.

This policy does not affect any rights you may have under applicable consumer protection laws.

If you have any questions, our customer care team is always here to help.

Thank you for shopping with Casamarelle. We truly appreciate your trust and support.

With love,
The Casamarelle Team