Refund & Returns Policy

Eligibility & Return Window

• Return request must be initiated within 14 days of delivery.
• Items must be in original condition: unworn, unwashed, unaltered, with all tags and any accessories (dust bags, buttons, cards) attached.
• Footwear must be tried on indoors only and returned with original box and protective packaging.
• Sets must be returned complete; partial returns from a set may be declined.
• Proof of purchase (order number or receipt) is required.

How to Start a Return

1. Email our Customer Care team at [email protected] with your order number and the item(s) you’d like to return or exchange.
2. We’ll reply with your RMA and simple instructions. For eligible regions, we’ll provide a pre‑paid return label.
3. Pack your item(s) securely, include any provided return slip, and drop off the parcel as instructed.

Tip: Keep your drop‑off receipt until your refund is processed.

Return Shipping & Fees

• United States: Pre‑paid label available. A flat $12 return fee may be deducted from your refund unless your order was fully returned and exceeded $300, in which case returns are complimentary.
• International: A pre‑paid label may be provided where available. Actual return shipping costs, customs duties and taxes are deducted from the refund.
• Original shipping fees are non‑refundable unless we made an error with your order.

Refunds

• Once your return is delivered to our facility, please allow 3–5 business days for inspection.
• Approved refunds are issued to the original payment method within 5–10 business days thereafter. Processing times may vary by bank or card issuer.
• If you paid with a mix of payment methods (e.g., card + gift card), refunds will be allocated back accordingly.
• Store credit is available upon request and is issued via digital gift card.

Exchanges

• Size or color exchanges are complimentary for the first exchange on each order where stock is available.
• We can hold the replacement item for up to 5 days after your exchange request. Once the return is scanned in transit, we’ll dispatch the replacement.
• If the requested item is unavailable, we’ll process a refund instead.

International Returns, Duties & Taxes

• Customs duties and import taxes paid are non‑refundable by Brand Casablanca. You may be able to reclaim duties with your local customs authority.
• Please return items from the same country to which they were delivered to avoid additional import charges.
• All international returns must include the provided return invoice and correct customs codes to prevent delays.

Non‑Returnable and Final‑Sale Items

• Items marked Final Sale or Archive Sale at checkout.
• Underwear, swimwear bottoms, and pierced jewelry for hygiene reasons.
• Customized, monogrammed, or altered items.
• Fragrance and aerosols where applicable transport restrictions apply.

Condition & Packaging Requirements

• Return all original packaging, tags, and accessories. Footwear must include dust bags and original box inside a protective outer carton.
• Ensure items are free from marks, makeup, scents, or signs of wear. We reserve the right to refuse returns that don’t meet these standards.

Gifts & Gift Orders

• Gift returns can be exchanged or issued as store credit to the recipient. Please include the original order number or gifter’s name and email.
• Refunds to the original payment method can only be made to the purchaser.

Holiday Return Extension

Orders placed between November 15 and December 31 are eligible for return until January 15 of the following year, provided all other conditions are met.

Order Cancellations & Edits

• We process orders quickly. If you need to cancel or edit your order, contact us within 60 minutes of placing it. We’ll do our best to assist.
• If your order has already shipped, please follow the return process above once it arrives.

Damaged, Defective, or Incorrect Items

We’re sorry if something went wrong. Please contact us within 7 days of delivery with your order number and clear photos of the issue. We’ll prioritize a replacement or refund and provide return instructions as needed.

Late or Missing Refunds

1. Check with your bank or card issuer—processing time can vary.
2. Contact us if 14 business days have passed since your refund approval: [email protected].

Quick FAQs