Below are answers to the questions we're asked most often. If you can't find what you're looking for, email us at support@casonda.com — we reply within 24 hours.
Orders & Payment
What payment methods do you accept?
We accept the methods shown at checkout, which typically include Visa, Mastercard, American Express, and major credit and debit cards. All payments are processed securely. Prices are displayed in US Dollars (USD) unless otherwise shown at checkout.
When am I charged?
Your payment is processed when you complete your order at checkout. Once it's authorised, we begin preparing your order for dispatch.
I think there's a mistake on my order. Can I change or cancel it?
Contact us as soon as possible at support@casonda.com with your order number. We'll do our best, but once an order has entered processing we can't always guarantee changes or cancellation.
Will the amount on my statement match the price shown?
If your bank settles in a currency other than USD, the final amount may differ slightly due to your bank's exchange rate or fees. These are set by your financial institution, not by Casonda.
Shipping & Delivery
How much does shipping cost?
Shipping is free on every order, with no minimum. There is no shipping cost added at checkout.
How long will my order take?
Orders are processed within 1 business day. Estimated delivery, counted from the day you order, is 7–11 business days for the United States and 6–16 business days for other international destinations, depending on the destination and customs.
Can I track my order?
Yes. You'll receive a tracking number by email once your order ships, and you can follow it any time via the Track Order link on our website.
Will I have to pay customs or import taxes?
For international orders, your parcel may be subject to customs duties or import taxes set by your country. These are the recipient's responsibility and are not included in the product price.
My tracking hasn't updated / my order seems delayed.
Occasional delays can happen due to high demand, customs, weather, or public-health disruptions such as COVID-19. If your parcel seems stuck, email us with your order number and we'll look into it right away.
Returns, Refunds & Exchanges
What is your return policy?
You can request a return or exchange within 30 days of delivery. Items must be unused and in their original packaging. Please contact us first at support@casonda.com for a return authorisation and instructions — returns sent without authorisation can't be accepted.
Who pays for return shipping?
If you're returning an item because you changed your mind or ordered the wrong one, the return shipping cost is yours. If the item arrived damaged, defective, or incorrect, we cover the return shipping — we'll send a prepaid label or reimburse the cost.
How long do refunds take?
Once your return arrives, we inspect it within up to 7 business days and let you know if it's approved. Approved refunds go back to your original payment method within 3–5 business days, though the time to appear depends on your bank.
Can I exchange an item instead?
Yes — exchanges are available within 30 days of delivery. Send back the original item (unused, original packaging); once we receive and inspect it, we ship your replacement within 7 business days.
My order arrived damaged. What do I do?
We're sorry! Please email support@casonda.com with a photo or short video of the issue. Once confirmed, we'll arrange a free replacement or a full refund at no return-shipping cost to you.
Warranty & Product Care
Are your products under warranty?
Yes. Every product is covered by a 12-month warranty against manufacturing defects from the delivery date. It doesn't cover damage from misuse, improper installation, accidents, or normal wear.
How do I make a warranty claim?
Email support@casonda.com with your order number and a photo or video of the defect. Once confirmed, we'll arrange a replacement or refund.
Products & Compatibility
What are your luminaires made of?
We favour honest, long-lasting materials — solid wood, hand-finished brass, textured glass, and matte metal — chosen for quality and timeless design.
Will the light work in my country / with my voltage?
Our lighting is designed for standard residential use. Please check the specifications and bulb/fitting type on each product page, and if you're unsure about compatibility or installation in your country, contact us before ordering — we're happy to advise.
Are bulbs included?
This varies by product. The required bulb type is listed on each product page; where a bulb isn't included, we'll note it there.
Still need help?
Email us at support@casonda.com, Monday to Friday, 09:00 AM – 05:00 PM (GMT). Please include your order number so we can help you faster. We reply within 24 hours.