FAQs

Frequently Asked Questions (FAQs)

Orders & Payments

1. How do I place an order?
Browse our Collection, add your desired items to the cart, and proceed to checkout. Follow the on-screen instructions to complete your secure purchase.

2. What payment methods do you accept?
We accept major credit cards (Visa, MasterCard, American Express), PayPal, Shop Pay, Google Pay, and other secure payment options available at checkout.

3. Can I modify or cancel my order after placing it?
Once an order is placed, we process it quickly to ensure fast delivery. If you need to make changes, please contact us as soon as possible at sales@casanove.com.au, and we’ll do our best to assist you.

Shipping & Delivery

4. Where do you ship?
We offer international shipping to most countries. Shipping times and costs vary depending on your location.

5. How long will it take to receive my order?

  • Domestic shipping (within Australia): Typically takes 5 to 10 business days.
  • International shipping: Delivery generally takes 10 to 21 business days, but some delays may occur due to customs clearance.

6. What shipping carriers do you use?
We use a variety of trusted carriers depending on the origin of the product and the destination:

7. Are there any shipping fees?
Shipping fees depend on product weight, destination, and method.

  • Australia-wide standard shipping: From $8
  • Australia-wide express shipping: From $12
  • International shipping: Varies by country and product
    Some products qualify for free shipping. The exact shipping cost will be displayed at checkout.

8. Do I need to pay any customs duties or taxes?
For orders within Australia, the 10% GST is included in the final price at checkout.
For international shipments, customs duties and import taxes may apply, which are the responsibility of the customer.

9. Can I track my order?
Yes, once your order has shipped, you’ll receive an email with tracking information. Please note that international orders may take a bit longer to update in the tracking system.

10. What happens if my order is lost or damaged?
If your order is lost or arrives damaged, please contact us within 7 days of receiving it at support@casanove.com.au. We’ll work with you to resolve the issue, either by offering a replacement or processing a refund.

Returns & Exchanges

11. What is your return policy?
We offer a 30-day return policy. To initiate a return, please contact us at sales@casanove.com.au. The item must be unused, unworn, with tags, and in its original packaging. Some items are non-returnable, such as perishable goods, custom products, and sale items.

12. How do I start a return?
To initiate the return process, email us at sales@casanove.com.au. We will provide you with the return instructions. If your return is approved, we will send you a return shipping label.

13. Can I exchange an item?
We do not offer direct exchanges. To get the item you want, please return the item you have and place a new order once the return is approved.

Refunds

14. How long does it take to receive my refund?
Once your return is received and inspected, we will notify you about the approval or rejection of your refund. If approved, it will be processed to your original payment method within 10 business days.

15. What should I do if I haven’t received my refund?
If more than 15 business days have passed since your return was approved and you haven’t received your refund, please contact us at sales@casanove.com.au.

Other Questions

16. How can I contact customer support?
If you have any questions or need assistance, feel free to reach us at support@casanove.com.au.