How can I return my order?

You can return or exchange any order within 14 days of receiving it. Casablanca offers a by-post return option through our Return Portal, subject to your country of delivery Customers in the United States who wish to return their order must contact our customer service team to receive a return label. A return shipping fee of $15 shall be deducted from your refund.

How long does a return and refund take?

We operate a consolidated return service meaning that once your return tracking states 'delivered' to our hub this will be returned to our warehouse to commence the routine quality checks and exchange/refund processing. Kindly note that this process may take 10 business days. Once your refund has been issued, funds may take 3 to 5 business days to show in your account depending on your bank.

What should I do if I received a wrong or faulty item?

If your item has arrived faulty or damaged, please contact our Customer Service team within 7 business days of delivery, including your order number and photos clearly showing the issue. This allows us to open a claim with the courier and assist you as quickly as possible. For customers in the US, please email our Customer Service team within 5 business days of your delivery. Please note that claims submitted after this period may not be eligible for resolution. Our Customer Service team will guide you through the next steps once your request has been reviewed.

How can I track my return?

You can track your return with the AWB number on your return label here.

Shipping & Returns

DELIVERY
& RETURNS

We invite you to explore our FAQs section, where many of your questions may already be answered.

Should you have any additional questions, please do not hesitate to contact us.

Your order

Check the contents of your order, track its status, or request an exchange or refund.

If you already have an account please log in to your account, or create one here.

Log in or Create an Account
Call us

Our Client Advisors are available by phone from Monday to Friday, 10am - 6pm London BST time.
We are closed on bank holidays and aim to respond as soon as we reopen.
Services are offered in English and French.

France/Europe: +33 9 80 80 57 22
United States: +1 929 207 0178
UK and all other countries: +44 20 3574 8002
Complimentary delivery

Casablanca offers complimentary delivery on all orders and secure express delivery methods with DHL.

Delivery timing is estimated from the time your order is shipped. Please refer to the time estimation for your delivery method at checkout, as this differs per country.
Your return

You can return or exchange any order within
14 days of receiving it. Casablanca offers a by post return option through our Return Portal, subject to your country of delivery, or through your own method of return.
You can find return instructions in the drop down below.
Customers in the United States who wish to return their order must contact our customer service team to receive a return label. A return shipping fee of $15 shall be deducted from your refund.
Delivery

Orders are usually prepared and dispatched the same day when placed by 2 p.m. and within 24 hours when placed after 2 p.m. Orders placed at weekends and on bank holidays are dispatched within 48 hours.
Estimated delivery times will be shown at check out.
We offer complimentary worldwide shipping on all orders.
Duty & Taxes

Our orders are shipped from Belgium, Europe as well as from our US warehouse.
Please note that import duties and taxes may be charged on delivery for any customers outside the US, EU, UK, Switzerland and Norway.
We kindly advise checking with your country's customs office to determine your local import duties and taxes before purchase.

RETURNS

How can I return my order?

You can return or exchange any order within 14 days of receiving it. Casablanca offers a by-post return option through our Return Portal, subject to your country of delivery
Customers in the United States who wish to return their order must contact our customer service team to receive a return label. A return shipping fee of $15 shall be deducted from your refund.
How long does a return and refund take?

We operate a consolidated return service meaning that once your return tracking states 'delivered' to our hub this will be returned to our warehouse to commence the routine quality checks and exchange/refund processing. Kindly note that this process may take 10 business days. Once your refund has been issued, funds may take 3 to 5 business days to show in your account depending on your bank.
What should I do if I received a wrong or faulty item?

If your item has arrived faulty or damaged, please contact our Customer Service team within 7 business days of delivery, including your order number and photos clearly showing the issue. This allows us to open a claim with the courier and assist you as quickly as possible. For customers in the US, please email our Customer Service team within 5 business days of your delivery.
Please note that claims submitted after this period may not be eligible for resolution. Our Customer Service team will guide you through the next steps once your request has been reviewed.
How can I track my return?

You can track your return with the AWB number on your return label here.