Frequently Asked Questions

ONLINE ORDERING

Can I place an order by telephone?
Yes. An order can be placed by telephone through our customer service team. Please call (+1) 832-668-6804 (USA) / (+44) 207 937 4377 (UK & EU) and provide details of the items that you would like to order, such as size, colour and quantity
Can I place an order by email?
Yes. An order can be placed by email through our customer service team. Please send us an email to Customer Service and provide details of the items that you would like to order, such as size, colour and quantity
Do I have to create an account to place an order?
No. You do not need to create an account to place an order. Once you have put all of your items in your shopping bag, select 'Guest Checkout.'
How do I change my account details?
To change your account details, go to My Account and sign into your account using your email address and password. Click 'Account Details' and update your details and remember to 'Save Changes'.
What do I do if I have forgotten my password?
To reset your password, please visit My Account, select 'Sign in' and 'Forgotten Password.' You will be asked to enter your email address. An email will be sent with a new password.
Can my order be gift wrapped and/or include a gift message?
We do not currently offer gift cards or gift messages.
How will I know that Casablanca has received my order?
Once you have placed an order, we will send you an order acknowledgement email. Please contact Customer Service with your order detail if you do not receive this email.
If an item is out of stock, can I be notified when it becomes available?
Yes. Please send us an email to Customer Service letting us know about this and we will notify you as soon as it becomes available.
Is shopping online with Casablanca secure?
Yes. Our site features state-of-the-art security systems to encrypt your payment details, making it virtually impossible for them to be read over the Internet. For full details, see our Privacy Policy.
How do I find out more information about an item(s)?
We include as much information as possible within the product page for each item. On each product page, there is a complete description which includes detailed information about fabric composition, care instructions, country of origin and exact dimensions. We also show the product in great detail through images with a full zoom option. If there is any further information that you require about an item(s) please contact customer services.
How do I know what size to order?
To check which size to order please refer to our size charts. Detailed product information is listed on each product page and can assist in giving a sense of fit. If you are still unsure which size to order please contact customer services for guidance.
How do I pay for my order?
Payment can be made using the following credit cards: American Express, Visa, Mastercard and Paypal.
Can I cancel my order?
Yes. All orders can be cancelled at any time before they are despatched. Typically, all in-stock items will be despatched within 24-48 hours of order confirmation. It is not possible to cancel an order after an item is despatched. You can check the status of your order online at any time using My Account. To cancel an order please contact our customer service team.
How do I check the status of my order?
You can check the status of your order online at any time using My Account. All orders placed will be shown with the newest order first. Select the order that you wish to view to see full details.

SHIPPING

What are the delivery charges?
Delivery charges vary according to the size and weight of items ordered, destination and delivery times.
How much will I be charged in import taxes and duties?
For International orders we are not responsible for local duty charges. If you require further information please contact our customer service team.
When will I receive my order?
We aim to despatch orders within 24 to 48 hours of receiving them. After that delivery depends on the delivery method chosen. For International orders we try to ensure that all orders pass through customs as quickly as possible, but we cannot be held liable for any orders held in customs.
Where does Casablanca deliver?
We deliver to anywhere in the world. We have delivery hubs in USA, UK and Argentina.
Can I collect my order in store?
Yes. Please contact our customer service team before placing your order.
Can I track my order?
Yes. Once your order is despatched from our Distribution Centre, you will receive an email with order details, payment confirmation and a tracking link. Click the link to track the status of your parcel. The status of your order will also be updated in My Account. If you require any further assistance please contact our customer service team.
Do you ship to multiple shipping addresses?
No. We can only ship your online order to one location. Please place separate orders for multiple delivery addresses.
Does Casablanca deliver to Post Office Boxes or Freight Forwarding Addresses?
We do not deliver to PO Boxes but yes we do to Freight Forwarding Addresses.
My order has been damaged on delivery, what should I do?
If your order has been damaged on delivery, please contact our customer service team within 48 hours of delivery.

RETURNS

How quickly do I need to return an item(s)?
A returns authorisation request to return aN UNUSED full price purchase must be submitted within 14 days of receipt of the order. A returns authorisation request to return aN UNUSED sale purchase must be submitted within 7 days of receipt of the order.
How do I return an item(s) I've ordered online?
Returns are simple. For details on how to complete a return please visit our returns section.
Can I return an item(s) to a Casablanca Store?
No. It is not possible to return an online order to a Casablanca store, at this time.
Are there any item(s) that I cannot return?
Unless faulty, we are unable to accept returns on USED ITEMS AND selected items that are made to order.
Can I exchange an item(s)?
Yes, except selected items that are made to order.

PRIVACY POLICY

https://www.casablancapolo.com/europe/privacy-policy


EXCHANGES

If you are not totally satisfied with your purchase we will exchange all UNUSED products delivered back to us within 30 days of the purchase date. Before returning the products please send an email to our customer service department (cs@casablancapolo.com) clearly stating your order number, invoice number, and product number of the goods returned. Once you have received the acknowledgement from our customer service department you must take the following steps:

  • ship all goods in a secure container (cardboard box or similar) adequately taped or bound
  • include a copy of the original invoice and a copy of our customer service acknowledgment receipt

CUSTOMER SERVICE

How do I contact Casblanca Customer Service?
Please visit our customer service page for full contact details.
How do I take care of my Casablanca item(s)?
We include as much information as possible within the product page for each item. On each product page, there is a complete description and detailed information about fabric composition, care instructions, country of origin and exact dimensions. If there is any further information that you require about an item(s) please contact customer services.
Where can I have Casablanca items repaired?
Please contact customer services or one of our stores for further advice.
How do I unsubscribe from your newsletter?
To unsubscribe from our newsletter Visit My Account, sign in, select 'Newsletter Suscription, and then unselect 'General Suscription', remember to 'Save Changes'. You can also unsubscribe by clicking on the unsubscribe link in our newsletter.