What are the delivery costs?

We offer complimentary worldwide shipping on all orders. While delivery fees are included, please note that import duties and taxes may be charged on delivery for any customers outside the EU and UK. We kindly advise checking with your country's customs office to determine your local import duties and taxes before purchase.

What are estimated delivery times?

We offer complimentary worldwide shipping on all orders. Once your order is placed, we aim to process it as quickly as possible. Please note the following: Orders placed before 2PM (GMT) are typically processed within 24 hours. Orders placed after 2PM (GMT) may take 48-72 hours to process. During sale periods or Bank Holidays, processing times may be longer. All orders are shipped via DHL, and UPS is used for deliveries within the US. Estimated shipping times after dispatch: United States: 1-5 business days United Kingdom: 1-3 business days Belgium, Luxembourg, Netherlands: 1-2 business days Austria, Czechia, Denmark, France, Germany, Poland: 2-3 business days Rest of Europe: 2-8 business days International: 5–10 business days Estimated delivery times will be displayed at checkout for your location. Please note, we do not currently offer express or next-day delivery. During promotional periods or public holidays, shipping times may be slightly extended.

Are import duties included?

Duties and taxes are included for all orders delivered within the EU and UK. For customers outside the EU and UK, import duties and taxes may apply upon delivery. We recommend checking with your local customs office to determine any applicable fees before placing your order. For US orders: US orders may be fulfilled from either our US or EU warehouses, depending on product availability. As a result, items may arrive in separate shipments. If an item ships from our EU warehouse additional duties and taxes will apply. Due to technical limitations, we are currently unable to indicate at checkout whether an item will ship from the EU. However, this will be visible in your tracking emails, as you will receive two separate tracking numbers for split shipments. Additionally, as of February 4th, 2025, any orders containing items imported from or manufactured in China are subject to additional duties. If you choose to refuse a part of your shipment, please contact our Customer Service team . We will do our best to intercept the package and return it while in transit. Please note that a $15 USD return fee will apply.

How can I track my order?

Once your parcel is dispatched, you will receive a tracking link via email. Please note, a signature is required upon delivery to ensure the safe receipt of your order. Should you choose to waive this, liability for the package will transfer to you.

Do you offer express shipping?

At this moment, only standard delivery is available for all orders at this present time.

Where will my order ship from?

Our orders ship from our EU warehouse in Belgium or US warehouse located in Pennsylvania.

I’ve only received part of my order - what should I do?

Sometimes, your order may be split into multiple shipments to ensure you receive items as quickly as possible. This is especially common for large US orders, which may be fulfilled from both our US and EU warehouses depending on availability. You’ll get a shipping confirmation email for each package, detailing which items are included. If something appears to be missing or you’re unsure about the status of your order, please reach out to our Customer Service team .

Why is DHL contacting me?

If you’ve received a message from DHL , it may be related to customs duties or import taxes for your order. Depending on your shipping destination, you may be responsible for covering these additional charges before your package can be delivered. DHL will usually reach out directly to arrange payment and ensure smooth delivery. If you’re unsure whether the message is legitimate, feel free to contact us for assistance.

What happens if I do not want to pay the duties?

Your order will be recalled back to us and a return free will be deducted from your refund.

Returns and Exchanges (EU,UK,US)

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. Return Portal Complete the return form on our Return Portal to generate a return label if you are based in Austria, Belgium, Bulgaria, Croatia, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Monaco, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland and United Kingdom. We kindly advise entering your order number, for example #12345, and email address to start the process. Please place all order documentation inside the box and securely adhere the waybill and/or commercial invoice, if applicable, to the outside of the parcel and retain all proof of sending. Kindly note that we will deduct the return charge from your refund: €10 for the Netherlands, Belgium, Luxembourg and Germany €15 for the rest of Europe £10 for the United Kingdom $15 for the United States Articles must be unworn, unused and in a sellable condition, with all original tags attached. If returning footwear, please ensure the box is protected with an outer packaging layer. The box is part of the product, therefore any damage may result in the return being refused. We are not able to refund or exchange items that appear to have been worn, washed, or are not in original condition. This does not affect and is in addition to your statutory rights as a consumer.

Returns and Exchanges (Rest of world)

For non-EU, UK or US returns, we kindly ask you to return this to the address below with DHL only, and retain your proof of postage: Casablanca Returns c/o Bleckmann Fulfilment Industrieweg 38C BE 2280 Grobbendonk Belgium All packages should be sent with a trackable, insured DHL service and well packaged. As shipments are at your own risk, Casablanca cannot be held liable for items lost or damaged during return transit. Please place all order documentation inside the box and securely adhere to the waybill and/or commercial invoice, if applicable, to the outside of the parcel and make sure to note return of merchandise on the parcel. Articles must be unworn, unused and in a sellable condition, with all original tags attached. If returning footwear, please ensure the box is protected with an outer packaging layer. The box is part of the product, therefore any damage may result in the return being refused. We are not able to refund or exchange items that appear to have been worn, washed, or are not in original condition. This does not affect and is in addition to your statutory rights as a consumer. Kindly remember to ship your return back to us within 14 days after the delivery window as per our returns policy. Once your return has been delivered to our hub, this will undergo our routine quality checks and exchange/refund processing which may take up to 10 business days. Exchanges: You can leave an exchange comment in the return form for the product, colour and size you would like to receive instead. Kindly note that we cannot guarantee stock availability at the time of the request and we will reach out for alternatives or a refund in case this is no longer available. Alternatively, some clients prefer placing a new order for the exchange to speed up the process. If you have any further questions concerning your return , please let us know.

Can I return my online order in-store?

We kindly ask that all online purchases be returned via our online portal, as they cannot be returned in-store. To initiate your return, please register it online and download your pre-paid DHL return label here .

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 damaged item?

If your item has arrived faulty or damaged, please email 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. 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 DHL return with the AWB number on your return label here and your UPS return here.

What items are non-returnable?

We’re happy to accept returns on most items within 14 days of receipt, but the following cannot be returned: Altered or tailored items Special orders Perishable goods Personalised or monogrammed products To be eligible for a return, items must be in their original condition - unworn, undamaged, and with all original tags and packaging. We are unable to accept bikini bottom's without hygenic strips. If your item arrives damaged, defective, or incorrect, please contact us within 7 days of receiving your order so we can help. Please note: Product images on our website are for reference only. Minor differences between the photo and the actual item do not count as defects. We reserve the right to determine if returned items are in saleable condition.

Can I return sale items?

Yes, you can return or exchange sale orders within 14 days of receiving it. Casablanca offers a by-post return option through our Return Portal , subject to your country of delivery.

What does the order status in my account mean?

Unfulfilled: Your order has been received and is being carefully prepared for dispatch. Fulfilled: Your order has left our warehouse and is on its way to you.

Can I cancel or amend my order?

You may request cancellation or amendments within one hour of placing your order by contacting us . After this brief window, changes cannot be guaranteed. Once your order has been dispatched, amendments are no longer possible, and you would need to follow our returns process for any changes.

How can I change my contact or account details?

If you need to change the contact information for an order you've already placed, please get in touch with our Customer Service team . For updates to your account details, simply log in to your account and make the necessary changes there.

In which currency can I pay online?

We accept payments in GBP, EUR, and USD.

Which payment methods are accepted?

Payment can be made using all major credit and debit cards, as well as popular online payment providers. If your payment is declined, this may be due to your bank’s security measures - please contact them directly. For further assistance, you may reach out to us at customerservice@casablancaparis.com.

Can I claim back VAT?

VAT refunds are processed exclusively by your local tax authorities; Casablanca does not facilitate VAT reclaim.

Can I request a price adjustment?

We do not offer price adjustments, price matching, or promotional codes on first orders. Items purchased during a sale are final, and no further reductions will be applied.

What currency will I be charged in?

Your payment currency is based on your current location and will automatically adjust to match it. This will be clearly shown at checkout before you complete your purchase. If your local currency isn’t supported, your order will be charged in USD using our standard exchange rate. If you’d like to shop in a different currency, you can change your location at any time using the selector in the website footer.

Do you offer discount codes or price adjustments?

We do not offer promotional codes for first-time orders, and we’re unable to provide price adjustments or match prices. All sale items are considered final. Once purchased at a discounted rate, no further reductions will be applied, even if the price drops later.

Do you restock sold-out items?

While we don’t typically restock, we do occasionally bring back popular styles. If something you love is currently unavailable, you can sign up for a restock notification directly on the product page, and we’ll email you if it becomes available again. You can also check with local stockists listed on our Store Locator page for availability near you.

Do you offer gift cards or gift wrapping?

At this time, we do not offer gift wrap as an option when placing an order with us. However, we take pride in our packaging, which meets the highest standards, featuring our logo wrapping paper. Rest assured, your items will arrive safely.

How can I stay updated with Casablanca news?

To receive the latest updates from Casablanca, including new arrivals, exclusive content, events, and special promotions, sign up for our newsletter by entering your email in the footer of our website. If you ever wish to unsubscribe, simply click the link at the bottom of any Casablanca newsletter. For any questions about your subscription, our Customer Service team will be happy to help. You can also follow us on Instagram and Facebook for the latest news, product drops, and behind-the-scenes content.

What is Casablanca's policy on confidentiality?

The processing, confidentiality and security of your personal data is important to us. We are committed to offering you personalised services, while respecting your privacy and choices, in accordance with the applicable personal data regulations, in particular the General Data Protection Regulation (GDPR). Please consult the Casablanca Paris privacy policy in the Privacy Policy section. In order to provide you with the same personalised service worldwide, your data may be consulted by Casablanca Paris entities situated in France and abroad, including countries where the applicable personal data legislation differs from that in force in your own or within the European Union, for example to access your purchase history from a boutique other than your main boutique. Your personal data might also be processed by our account for the purposes described above by our trusted third-party suppliers. We take all necessary safeguards, notably contractual, technical and organisational measures to guarantee the privacy and security of your data and to protect such data from any misrepresentation, damage, destruction or access by unauthorised third parties. It is important that you can control your personal data. In accordance with GDPR, you have the right to access and make corrections to your personal data, in addition to the right to request its removal, to oppose the use of your data providing you have a legitimate reason, and to obtain limitation and portability, as far as this is applicable. You are also able to request to no longer receive personalised communications about our products and services. If you have any questions or concerns about how we process and use your personal data, or would like to exercise any of the rights described above, please contact Casablanca’s customer care service.

Press & Wholesale requests

For Press Requests Please contact: press@casablancaparis.com For Wholesale Enquiries Please contact: sales@casablancaparis.com

FAQs – Casablanca

Frequently Asked
Questions

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

Delivery & Shipping

What are the delivery costs?

We offer complimentary worldwide shipping on all orders.
While delivery fees are included, please note that import duties and taxes may be charged on delivery for any customers outside the EU and UK. We kindly advise checking with your country's customs office to determine your local import duties and taxes before purchase.
What are estimated delivery times?
We offer complimentary worldwide shipping on all orders.

Once your order is placed, we aim to process it as quickly as possible. Please note the following:
- Orders placed before 2PM (GMT) are typically processed within 24 hours.
- Orders placed after 2PM (GMT) may take 48-72 hours to process.
- During sale periods or Bank Holidays, processing times may be longer.
All orders are shipped via DHL, and UPS is used for deliveries within the US.
Estimated shipping times after dispatch:
- United States: 1-5 business days
- United Kingdom: 1-3 business days
- Belgium, Luxembourg, Netherlands: 1-2 business days
- Austria, Czechia, Denmark, France, Germany, Poland: 2-3 business days
- Rest of Europe: 2-8 business days
- International: 5–10 business days
Estimated delivery times will be displayed at checkout for your location.

Please note, we do not currently offer express or next-day delivery. During promotional periods or public holidays, shipping times may be slightly extended.
Are import duties included?

Duties and taxes are included for all orders delivered within the EU and UK.
For customers outside the EU and UK, import duties and taxes may apply upon delivery. We recommend checking with your local customs office to determine any applicable fees before placing your order.
For US orders:
US orders may be fulfilled from either our US or EU warehouses, depending on product availability. As a result, items may arrive in separate shipments.
If an item ships from our EU warehouse additional duties and taxes will apply. Due to technical limitations, we are currently unable to indicate at checkout whether an item will ship from the EU. However, this will be visible in your tracking emails, as you will receive two separate tracking numbers for split shipments.
Additionally, as of February 4th, 2025, any orders containing items imported from or manufactured in China are subject to additional duties.
If you choose to refuse a part of your shipment, please contact our Customer Service team. We will do our best to intercept the package and return it while in transit. Please note that a $15 USD return fee will apply.
How can I track my order?

Once your parcel is dispatched, you will receive a tracking link via email. Please note, a signature is required upon delivery to ensure the safe receipt of your order. Should you choose to waive this, liability for the package will transfer to you.
Do you offer express shipping?

At this moment, only standard delivery is available for all orders at this present time.
Where will my order ship from?

Our orders ship from our EU warehouse in Belgium or US warehouse located in Pennsylvania.
I’ve only received part of my order - what should I do?

Sometimes, your order may be split into multiple shipments to ensure you receive items as quickly as possible. This is especially common for large US orders, which may be fulfilled from both our US and EU warehouses depending on availability.
You’ll get a shipping confirmation email for each package, detailing which items are included.
If something appears to be missing or you’re unsure about the status of your order, please reach out to our Customer Service team.
Why is DHL contacting me?

If you’ve received a message from DHL, it may be related to customs duties or import taxes for your order. Depending on your shipping destination, you may be responsible for covering these additional charges before your package can be delivered.
DHL will usually reach out directly to arrange payment and ensure smooth delivery. If you’re unsure whether the message is legitimate, feel free to contact us for assistance.
What happens if I do not want to pay the duties?

Your order will be recalled back to us and a return free will be deducted from your refund.

Returns & Refunds

Returns and Exchanges (EU,UK,US)
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.
Return Portal
Complete the return form on our Return Portal to generate a return label if you are based in Austria, Belgium, Bulgaria, Croatia, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Monaco, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland and United Kingdom.
We kindly advise entering your order number, for example "#12345", and email address to start the process. Please place all order documentation inside the box and securely adhere the waybill and/or commercial invoice, if applicable, to the outside of the parcel and retain all proof of sending.
Kindly note that we will deduct the return charge from your refund:
- €10 for the Netherlands, Belgium, Luxembourg and Germany
- €15 for the rest of Europe
- £10 for the United Kingdom
- $15 for the United States
Articles must be unworn, unused and in a sellable condition, with all original tags attached. If returning footwear, please ensure the box is protected with an outer packaging layer. The box is part of the product, therefore any damage may result in the return being refused.

We are not able to refund or exchange items that appear to have been worn, washed, or are not in original condition. This does not affect and is in addition to your statutory rights as a consumer.
Returns and Exchanges (Rest of world)

For non-EU, UK or US returns, we kindly ask you to return this to the address below with DHL only, and retain your proof of postage:

Casablanca Returns
c/o Bleckmann Fulfilment
Industrieweg 38C
BE 2280 Grobbendonk
Belgium

All packages should be sent with a trackable, insured DHL service and well packaged. As shipments are at your own risk, Casablanca cannot be held liable for items lost or damaged during return transit.
Please place all order documentation inside the box and securely adhere to the waybill and/or commercial invoice, if applicable, to the outside of the parcel and make sure to note "return of merchandise" on the parcel.

Articles must be unworn, unused and in a sellable condition, with all original tags attached. If returning footwear, please ensure the box is protected with an outer packaging layer. The box is part of the product, therefore any damage may result in the return being refused.

We are not able to refund or exchange items that appear to have been worn, washed, or are not in original condition. This does not affect and is in addition to your statutory rights as a consumer.

Kindly remember to ship your return back to us within 14 days after the delivery window as per our returns policy.

Once your return has been delivered to our hub, this will undergo our routine quality checks and exchange/refund processing which may take up to 10 business days.

Exchanges:
You can leave an exchange comment in the return form for the product, colour and size you would like to receive instead. Kindly note that we cannot guarantee stock availability at the time of the request and we will reach out for alternatives or a refund in case this is no longer available. Alternatively, some clients prefer placing a new order for the exchange to speed up the process.

If you have any further questions concerning your return, please let us know.
Can I return my online order in-store?

We kindly ask that all online purchases be returned via our online portal, as they cannot be returned in-store. To initiate your return, please register it online and download your pre-paid DHL return label here.
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 damaged item?

If your item has arrived faulty or damaged, please email 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.
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 DHL return with the AWB number on your return label here and your UPS return here.
What items are non-returnable?
We’re happy to accept returns on most items within 14 days of receipt, but the following cannot be returned:
- Altered or tailored items
- Special orders
- Perishable goods
- Personalised or monogrammed products
To be eligible for a return, items must be in their original condition - unworn, undamaged, and with all original tags and packaging. We are unable to accept bikini bottom's without hygenic strips.
If your item arrives damaged, defective, or incorrect, please contact us within 7 days of receiving your order so we can help.
Please note: Product images on our website are for reference only. Minor differences between the photo and the actual item do not count as defects.
We reserve the right to determine if returned items are in saleable condition.
Can I return sale items?

Yes, you can return or exchange sale orders within 14 days of receiving it.

Casablanca offers a by-post return option through our Return Portal, subject to your country of delivery.

Orders

What does the order status in my account mean?
- Unfulfilled: Your order has been received and is being carefully prepared for dispatch.
- Fulfilled: Your order has left our warehouse and is on its way to you.
Can I cancel or amend my order?

You may request cancellation or amendments within one hour of placing your order by contacting us. After this brief window, changes cannot be guaranteed. Once your order has been dispatched, amendments are no longer possible, and you would need to follow our returns process for any changes.
How can I change my contact or account details?

If you need to change the contact information for an order you've already placed, please get in touch with our Customer Service team.
For updates to your account details, simply log in to your account and make the necessary changes there.

Payments

In which currency can I pay online?

We accept payments in GBP, EUR, and USD.
Which payment methods are accepted?

Payment can be made using all major credit and debit cards, as well as popular online payment providers. If your payment is declined, this may be due to your bank’s security measures - please contact them directly.
For further assistance, you may reach out to us at customerservice@casablancaparis.com.
Can I claim back VAT?

VAT refunds are processed exclusively by your local tax authorities; Casablanca does not facilitate VAT reclaim.
Can I request a price adjustment?

We do not offer price adjustments, price matching, or promotional codes on first orders. Items purchased during a sale are final, and no further reductions will be applied.
What currency will I be charged in?

Your payment currency is based on your current location and will automatically adjust to match it. This will be clearly shown at checkout before you complete your purchase. If your local currency isn’t supported, your order will be charged in USD using our standard exchange rate.
If you’d like to shop in a different currency, you can change your location at any time using the selector in the website footer.
Do you offer discount codes or price adjustments?

We do not offer promotional codes for first-time orders, and we’re unable to provide price adjustments or match prices. All sale items are considered final. Once purchased at a discounted rate, no further reductions will be applied, even if the price drops later.

GENERAL INFO

Do you restock sold-out items?

While we don’t typically restock, we do occasionally bring back popular styles. If something you love is currently unavailable, you can sign up for a restock notification directly on the product page, and we’ll email you if it becomes available again. You can also check with local stockists listed on our Store Locator page for availability near you.
Do you offer gift cards or gift wrapping?

At this time, we do not offer gift wrap as an option when placing an order with us. However, we take pride in our packaging, which meets the highest standards, featuring our logo wrapping paper. Rest assured, your items will arrive safely.
How can I stay updated with Casablanca news?

To receive the latest updates from Casablanca, including new arrivals, exclusive content, events, and special promotions, sign up for our newsletter by entering your email in the footer of our website.
If you ever wish to unsubscribe, simply click the link at the bottom of any Casablanca newsletter.
For any questions about your subscription, our Customer Service team will be happy to help.
You can also follow us on Instagram and Facebook for the latest news, product drops, and behind-the-scenes content.
What is Casablanca's policy on confidentiality?

The processing, confidentiality and security of your personal data is important to us.
We are committed to offering you personalised services, while respecting your privacy and choices, in accordance with the applicable personal data regulations, in particular the General Data Protection Regulation (GDPR).
Please consult the Casablanca Paris privacy policy in the Privacy Policy section.
In order to provide you with the same personalised service worldwide, your data may be consulted by Casablanca Paris entities situated in France and abroad, including countries where the applicable personal data legislation differs from that in force in your own or within the European Union, for example to access your purchase history from a boutique other than your main boutique. Your personal data might also be processed by our account for the purposes described above by our trusted third-party suppliers. We take all necessary safeguards, notably contractual, technical and organisational measures to guarantee the privacy and security of your data and to protect such data from any misrepresentation, damage, destruction or access by unauthorised third parties.
It is important that you can control your personal data. In accordance with GDPR, you have the right to access and make corrections to your personal data, in addition to the right to request its removal, to oppose the use of your data providing you have a legitimate reason, and to obtain limitation and portability, as far as this is applicable. You are also able to request to no longer receive personalised communications about our products and services.
If you have any questions or concerns about how we process and use your personal data, or would like to exercise any of the rights described above, please contact Casablanca’s customer care service.
Press & Wholesale requests

For Press Requests
Please contact: press@casablancaparis.com
For Wholesale Enquiries
Please contact: sales@casablancaparis.com