Refund policy
Returns, Refunds & Right of Withdrawal
At Casa Celva, we hope you love every piece you receive. As our products are handmade by skilled artisans in Italy, each item is unique and may vary slightly in colour, shape and finish.
If for any reason you are not completely satisfied with your purchase, please read the information below regarding returns, refunds and your consumer rights.
Change of Mind Returns
If you wish to return an item, please email us at orders@casacelva.com as soon as possible.
To be eligible for a return:
- You must notify us within 14 days of receiving your order that you wish to cancel your purchase.
- You must return the goods within 14 days of notifying us.
- Items must be unused and returned in their original condition and packaging, including any labels, stickers or accompanying materials.
- Proof of purchase must be provided.
Unless the item is faulty or incorrectly supplied, you will be responsible for the cost of returning the goods.
We recommend using a tracked and insured delivery service, as we cannot be responsible for items lost or damaged during return transit.
Right of Withdrawal (EU Customers)
If you are purchasing as a consumer and your order is delivered to a country within the European Union, you have the legal right to withdraw from your purchase within 14 days of receiving your goods, without giving any reason.
To exercise your right of withdrawal, please contact us at orders@casacelva.com with your order number and a clear statement that you wish to cancel your order.
Once you have notified us, you must return the goods within 14 days.
You may inspect the goods as you would in a shop. However, if the value of the goods has been reduced as a result of handling beyond what is necessary to establish their nature, characteristics and functioning, we may make a deduction from your refund to reflect this loss in value.
Refunds
Once your returned item has been received and inspected, we will notify you by email.
If your refund is approved, we will issue a refund to your original payment method.
Refunds will be processed within 14 days of receiving the returned goods, or within 14 days of receiving evidence that the goods have been returned, whichever is earlier.
Faulty, Damaged or Incorrect Items
We take great care when packing every order. If your item arrives damaged, faulty or incorrect, please contact us at orders@casacelva.com as soon as possible.
When contacting us, please provide:
- Your order number
- A description of the issue
- Photographs showing the fault, damage or incorrect item
Please do not attempt to repair the item yourself or arrange repairs through a third party, as this may affect our ability to assess the issue.
Where an item is confirmed to be faulty, damaged or incorrectly supplied, we will provide an appropriate remedy, which may include replacement, repair or refund, and we will cover any reasonable return shipping costs.
We ask that any transit damage or order discrepancies are reported within 48 hours of delivery where possible, to help us investigate with our delivery partners. However, this does not affect your statutory consumer rights.
Exchanges
Due to the handmade nature of our products and stock availability, we are unable to offer direct exchanges for change-of-mind returns.
If you would like a different item, please return your original purchase and place a new order.
If your item is faulty or damaged, please contact us and we will be happy to assist.
Non-Returnable Items
The following items cannot be returned unless faulty:
- Gift cards
- Any personalised or bespoke items made to your specifications
This does not affect your statutory rights where applicable.
Gifts
If the item was purchased as a gift and shipped directly to you, you may return the item in accordance with this policy. Where applicable, a gift credit may be issued.
If the item was not marked as a gift at the time of purchase, any refund will be issued to the original purchaser using their original payment method.
Contact Us
If you have any questions about returns, refunds or cancellations, please contact: