Support

Did my order go through?

You will receive an order confirmation to your email as soon as we have handled your order. Please contact us if you have not recieved any confirmation and we will sort that out.

Can I change or cancel my order?

Once an order has been registered we can't change the products or quantities. If you still want to change the order, we suggest that you contact us to cancel the order, webshop@casall.com. If the order hasn't been processed yet we might be able to cancel it and you can register a new, correct order.

Please note - once your order has been processed we can't cancel it. In that case you will have to send the order back to us.

HOW CAN I TRACK MY ORDER?

Our aim is that you should have your products as soon as possible. Delivery time for standard delivery time is 3-5 working days from the day after you placed your order. Packages are not transported during weekends and local holidays.

When your order is shipped from our warehouse, you will receive a shipping confirmation email so you know that your package is on it's way. You will recieve an notice by text message to your registered mobile number. Please track your shipment and manage your delivery at ups.com/mychoice

Do you offer Free freight?

Orders over 1000kr will receive free shipping! This does not apply bulky pakages that require home delivery (orders over 20kg). Casall has two different shipping ways:

• Package, the order is sent to your closest pick up point. When the package is ready to be picked up you will recieve a text message.

• Home delivery, bulky orders (over 20kg) can't be delivered to distribution points, we offer home delivery in the daytime. You will be contacted by telephone. Home delivery usually refers to delivery to the address first port or land border.

Freight cost for a package delivery is  49kr. Bulky products that require home delivery costs 499kr. Be sure to fill in the correct address information, to change the delivery address after the order is registered, we can charge a fee of  150kr. Packages that are not picked up within 14 days will be returned to Casall. If this happens, casall can charge a fee for the uncollected package of 150kr. It corresponds to the costs that it causes us to send out the package and receive it in return. Unclaimed packages are not covered by the right to return.

Price & Product information

We constantly strive to have as correct product information as possible to ensure that you are astisfied with your purchase. However sometimes the stock levels are not correct (especially at Sale periods) and we rthen reserve the right to cancel those articles. You will of course be notified by email.

We’re proud of our designs and have carefully chosen each colour. We have worked hard to ensure that the colours of our clothing and products are displayed accurately on our site, however, as displays can vary from screen to screen, we can’t guarantee that your screen will display any colour with 100% accuracy.

What is your return policy?

It is important for us that you are satisfied with your purchase, you therefore have 14 days (right to return) from the date you receive the goods. You have the right to open the package and check that the product works. You as a consumer are however responsible for any loss of value of the goods resulting from the handling of the products beyond what is required to determine the nature, characteristics and function. Note that the right of return does not apply lingerie or swimwear. Due to the product's potential value reduction, we recommend that you send the item back in the original packaging and label remain in the garment.

For bulky pakages that require home delivery (orders over 20kg) you should contact webshop@casall.com  and we will help you with your return. Please note that products can't be used and should be sent back in their original packaging for full refund. If the product is assembled or used we will make a 20% price reduction when we refund.

How do I return products?

1. Register your return: Use the link you received with the delivery confirmation or click to register here.
2. Pack your item: Place the items in their original packaging and close it up. Place the return label over the old label, right on the package.
3. Return: Drop off the parcel at the nearest UPS Access Point or schedule a pick-up with UPS at their webpage. When your return is registered online and we receive your package you´ll be refunded shortly.

Please note that a flat return shipping fee of 49kr will be deducted from your refund, for bulky orders the reutn fee is 499kr. If you return an item(s), the shipping fee paid at the time of purchase will be refunded.

Can I return SALE products?

Of course! You can return products that you have bought during sale periods as well. We do not accept return on briefs, hipster or bottoms of swimwear though.

How do I exchange products?

If you are not satisfied with your purchase and want to replace a product, please send it back to us for a full refund. Then you can at your convenience, place a new order for the goods you wish to receive instead. Please note that we do not offer the possibility to directly exchange your goods.

Which payment alternativ do we accept?

Casall offers the following methods of payment; Credit Card, Bill payment and part payment. All payments are encrypted through our PCI certified partner Klarna Checkout.

Is my payment information secure?

Your transaction and payment information is handled directly by Klarna, our payment provider, with secure encryption under strict banking standards. Your credit card information is sent directly to the bank and cannot be read or downloaded by anyone other than your bank.

Do you store my Payment information?

Casall do not receive or store any payment details. All transactions are handled directly by Klarna, our payment provider. Your credit card information is sent directly to the bank and cannot be read or downloaded by anyone other than your bank.

How do I make a complaint about a product?

We guarantee that the product is flawless on delivery. If you should receive a defect or wrongly supplied product, contact customer service (webshop@casall.com) as soon as possible, no later than 14 days after you recieve the delivery if the goods are damaged during delivery. In the complaint, attach the return note (if you have lost it, please contact customer service) and state what the problem with the product is. Casall will not charge you any shipping cost and will handle the return when it comes to incorrect deliveries and complaints.

What is an approved complaint?

Only original faults are covered by the warranty, defects caused by normal wear and tear is not included. Casall follows the Consumer Purchases Regulation and refer to the Consumer Complaints Board and the Swedish law in case of dispute.